Senior Manager, Client Success and Enablement
Join us as we change healthcare for the better.
OceanMD, a WELL Health Company, is the leading provider of EMR-integrated Patient Engagement and eReferral tools in Canada, playing a critical role in millions of patient visits and thousands of referrals every week. Our digital healthcare solutions empower patients and physicians to overcome the barriers preventing the timely delivery of healthcare services. By replacing paper forms with digital tools, we give patients and providers secure ways to connect, share health information, and update patient records.
Who we need
Reporting to the Vice President of Client Experience, we are looking for an experienced and results-driven Senior Manager, Client Success & Enablement, to lead a team of up to ten specialists. You will foster a culture of collaboration, growth, and accountability. You will inspire and enable your team to deliver exceptional support, empowering our clients with the tools and knowledge they need to succeed from day one through exceptional support and service.
This hybrid role requires work in-office 3 days per week.
Who you are
You are a leader with a proven ability to motivate and guide high-performing teams to deliver exceptional client experiences in a fast-paced SaaS B2B environment. You bring a balance of team building, customer focus, and technical knowledge, including familiarity with ticketing systems and CRMs. You excel at building relationships and fostering an environment of trust and growth. You share our values of mutual respect, owning mistakes, and striving for honesty and integrity every day in every situation.
How you will make an impact:
* Lead. You will lead, inspire, and develop a high-performing Client Success & Enablement team. You will provide ongoing coaching, feedback, and guidance to help team members achieve their professional goals and improve their client management skills.
* Collaborate. You will foster cross-functional relationships to ensure smooth collaboration with other teams, including R&D, product management, education, and government program services.
* Day-to-day client enablement. You will oversee day-to-day client success and enablement operations, emphasizing timely and efficient handling of client engagement and requests.
* Mentor. You will mentor your team on best practices for client engagement, communication, and problem-solving.
* Analyze. You will develop dashboards and data tracking systems to ensure continual improvement within our support ticket system and approach.
What you bring:
* The passion. You have a track record of success in managing high-value client relationships.
* The leadership skills. You bring proven coaching and mentoring expertise, having successfully managed small to mid-size teams.
* The technical skills. You leverage analytics to identify opportunities and drive continuous process improvements.
* The interpersonal skills. You possess exceptional communication and collaboration abilities.
What you can expect from our interview process:
* A virtual interview with a Talent Advisor discussing your interest in the role and the company.
* An in-person or virtual interview with the Chief Operating Officer and the Vice President, Client Experience to explore the fit between your skills, experience, and role.
* An in-person interview with team members to understand the needs of the team and the clients.
Our culture, our team
We’re a scaling company, expanding rapidly across the country. We are incredibly passionate about our ability to make a difference in the lives of Canadians through our technology.
A note on values
We value ethical behaviour above all else. We care about each other and we respect each other as professionals and people.
We are transforming patient care across the country and we’ve only just begun. Join us
If you feel you meet 70% of the qualifications we are looking for and are determined to make a difference, we encourage you to apply.
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