About The Position
Maple is hiring a Bilingual Client Success Coordinator to support its Channel Partnerships team and provide day-to-day support to B2B clients and partner organizations across Canada. The role manages incoming partner inquiries, coordinates onboarding for new groups, prepares recurring reports, and helps troubleshoot operational issues. The coordinator works closely with Client Success Associates, Client Success Managers, and Key Account Managers to provide timely, accurate support in English and French. During the first 90 days, the coordinator is expected to learn the team, partners, systems, partner inboxes, onboarding processes, eligibility updates, and recurring reporting, then gradually take ownership of routine requests. Over the first 12–18 months, the coordinator will independently support assigned partner inboxes and workflows, meet service expectations, resolve routine issues, and help improve processes so Account Managers can focus on partner relationships, renewals, and growth.
Requirements
- At least 1 year of experience in a client-facing or similar role; B2B experience in account coordination, client services, or operations is ideal.
- Bilingual in English and French, with the ability to communicate clearly and professionally verbally and in writing.
- Strong customer service instincts and a genuine interest in helping people solve problems.
- Organized and detail-oriented, with the ability to manage multiple priorities, timelines, and follow-ups.
- Dependable and collaborative working style, including asking questions, taking feedback, and following through on commitments.
- Comfort learning new tools and interest in exploring how AI can improve work and support repeatable processes.
- Collaborative mindset and willingness to support teammates when needed.
Responsibilities
- Coordinate day-to-day account operations by responding to partner questions and requests in English and French and providing timely, accurate follow-up.
- Support onboarding for new small business clients and partner groups, including communications, eligibility updates, and administrative tasks.
- Prepare and distribute monthly reports for plan sponsors, brokers, and partner account managers, ensuring accuracy, completeness, and timely delivery.
- Troubleshoot partner inquiries and operational issues, collaborate with internal teams to find solutions, and escalate complex matters when needed.
- Maintain partner information, documentation, and task tracking across Salesforce, Missive, Confluence, and Asana.
- Assist with partner webinars, educational sessions, and other communications as needed.
- Identify recurring issues and workflow improvement opportunities, using automation and AI-enabled processes to complete recurring work and improve consistency.
Benefits
- Maple healthcare access for the employee and family, including general practitioners, pediatrics, and mental health therapy, starting on day one.
- Comprehensive medical, dental, and life insurance coverage.
- Health spending account.
- Annual flexible benefits budget usable for professional development, wellness expenses, or a one-time retirement savings contribution.
- 10 dedicated health days for rest, medical appointments, or caregiving.
- Option to work internationally in eligible countries for up to 10 days per year.
- Group retirement savings plan.
- Three weeks of vacation.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
