Job Information
Client Success Specialist
Kanata, Canada 620 Days Ago
Job Category: Computer/IT
Job Type: Full-Time
Posted: 2019-11-21
Job Status
Start Publishing: 2019-11-21
Stop Publishing: 2020-01-20
Kanata, Canada
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As part of the Client Success team, you will be responsible to understand the client experience through ongoing collection and analysis of data and feedback. You will assist with the implementation of onboarding and retention strategies. You will be involved in all aspects of support, account management, demonstrating the product and educating clients. You will work with the client to configure the system to support the client's demands of functionality and look and feel.


  • Serve as the primary contact for post-sales consultation and product expertise for new client onboarding, ensuring the company services work seamlessly with the existing clinic or care facility workflow
  • Provides training for clients as well as post go-live support, offering best-practice solutions for specific client requirements. Coordinate client transition to the support team
  • Align services to address client-specific challenges and drive client adoption of the existing product
  • Understand client outcomes by communicating with clients and analyze client metrics
  • Represent the voice of the client to provide input into every core product, marketing and sales process
  • Collaborate closely with team members to support expansion opportunities (new products and features)
  • Collaborate with the support team to set up or configure our product as per client requirements and troubleshoot technical issues raised by clients
  • Gauge clients’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements
  • Provide insights to clients to ensure that they get the most out of the product
  • Integrates data residing in different sources to provide clients with a unified view


  • Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness
  • Proven track record of working in a client-facing role
  • Strong communicator with excellent written and verbal communication skills
  • Analytical skills with attention to detail are required
  • Adept with computers, Microsoft products (Excel, Word, OneNote etc), web technology, and web meetings
  • Medical office and/or Medical Transcription experience is an asset
  • Comfortable with Electronic Medical Record (EMR) systems is an asset
  • Good general understanding of medical clinic workflow
  • The ability to multitask is essential to the role
  • Ability to adjust work schedule to accommodate client needs is required
  • 3+ years client success of medical office experience or transcription experience in a SaaS or software company


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