Job Information
Heart & Stroke Resuscitation Specialist, Customer Success in Calgary, Alberta
Who we are
At Heart & Stroke our mission is to promote health, save lives and enhance recovery. We are committed to a culture that exemplifies our core values: champion health, practice humility, embrace change, drive impact, learn and grow and be heartfelt as we work together to beat heart disease and stroke.
We believe in equity, diversity and inclusion ― it’s embedded in our values and core mission work to support all people in Canada to lead healthier lives. We are committed to applying this principle to cultivate a welcoming environment that embraces diversity among our employees. Candidates from diverse backgrounds, including but not limited to, Indigenous peoples, racialized communities, 2S LGBTQIA+ communities, women, and people living disabilities are encouraged to apply.
To learn more about our mission, values, commitment to EDI, and the difference Heart & Stroke makes in the lives of people in Canada at every age, please visit our website (http://www.heartandstroke.ca/) .
The opportunity
(Please note this is hybrid working role and the incumbent is required to reside in Alberta, preferably in Calgary or Edmonton.)
The Resuscitation Customer Success Specialist plays a critical role in bringing their relationship and customer success skills to bear on advancing our product offerings in the healthcare and learning management space. This role supports Heart & Stroke’s mission to advance and enhance emergency cardiovascular care training and education throughout Canada. The incumbent does this by helping us “Own the Market” – meaning we are both seen as the leader and preferred choice for employers and healthcare providers across the country who are seeking to advance their cardiovascular emergency response programs through our platform solutions.
The Specialist supports the Resuscitation Program in growing and scaling our network of subscription solution partners, ensuring those partners realize value and achieve their goals through our program. The Specialist collaborates with internal teams and our vendors to ensure open dialog and an exchange of information takes place, acting as a liaison between the customer/client and our team. The specialist is comfortable bridging the gap between our technology and operations teams and the customer. They lead the customer through a successful on-boarding and support journey and identify new opportunities while maximizing uptake and supporting the effective use of our solutions and services. Additionally, this role supports the Resuscitation Program Manager, Alberta, Saskatchewan & Northwest Territories, in growing our network and identifying opportunities to advance our programs within the region. The Specialist upholds our Guidelines by enforcing compliance with our policies and standards and may be called on to represent Heart & Stroke at provincial meetings, events, conferences and other activities, as appropriate.
How you will make an impact every day
Knows the Customer and Training Network
Develops a strong understanding of our customers and maintains long-term business relationships by acting as an internal advocate and client liaison.
Forms direct relationships with customers to provide timely support and improve our value propositions.
Uses data, working collaboratively with the Resuscitation Program Analyst, to evaluate customer success metrics and better understand customer activity to inform decision-making.
Identifies new potential customers and provides information to the relevant RPM and Senior Manager, BDE.
Knows our Product
Understands our products and digital solutions and their role in advancing the customer’s business.
Develops strong familiarity with our learning platform (Docebo), its integration with our CRM (Salesforce) and the licensing solutions and products we deploy to customers.
Defines the value proposition of our license solutions and products to potential customers.
Assists in creating training and educational materials to ensure seamless adoption of our products and solutions.
Helps us “Own the Market” by understanding the needs of the network, cultivating relationships and nurturing high performers and advisors
Uses a consultative approach to help clients overcome issues and achieve their goal.
Drives product adoption by assisting clients with setting up and navigating our programs and solutions.
Develops evaluation framework to assess client satisfaction with programs and solutions.
Prepares documentation or visuals of program performance for client(s)
Guides customers through sales phase into the support phase of solution on-boarding.
Assesses and records customer experiences and behaviours and analyzes trends in satisfaction to inform changes and improvements to products, programs and platforms.
Works with business development and operations teams to identify and increase customer opportunities and develop outreach plans.
Supports the Customer and continuous improvement
Serves as the day-to-day contact for assigned accounts, establishing a relationship as a trusted advisor.
Uses customer success strategies and best practices, as well as customer support content.
Monitors and sets a cadence for regular engagement with customers in our network and within our market segments.
Facilitates interaction and workflow among team members, including third-party service providers, to ensure timely deliverables.
Ensures customer retention by promoting value, identifying opportunities for improved user experience and promptly and effectively addressing concerns and issues as they arise.
Maintains effective and detailed notes about meetings and upcoming plans.
Ensures continuity by proactively following up and holding self, team and stakeholders accountable.
Identifies action items and follows up, as appropriate.
Supports improved Resuscitation Support Centre response & develops operational SOPs to drive a culture of continuous improvement, excellence and efficiency.
Who we need
Education
Diploma in business, information technology, communications or marketing
An equivalent combination of education and experience will be considered
Knowledge of Salesforce, learning management systems and project management tools
Experience
Minimum 3 years’ experience in , customer service or sales role
Heart & Stroke certification, or CPR training an asset
Experience in the not-for-profit sector would be an asset
Experience providing administrative support
Skills
A professional and exceptional customer first approach.
Excellent interpersonal and communication skills (both written and verbal) with the talent for communicating in a mature and professional manner.
Administrative and organizational skills with strong attention to detail.
Excellent creative and thinking skills.
Understands the importance of brand image and promoting value through a great customer experience.
Ability to effectively promote opportunities and partnerships.
Proven ability to relate to and engage diverse groups of people.
High level of ownership and accountability to goals, teamwork and following best practices.
Demonstrated technical skills with Salesforce, Docebo and/or other LMS platforms.
Comprehensive working knowledge and skill in the Microsoft Office Suite.
Flexible/adaptable, able to work in a fast paced, ever-changing environment; able to effectively manage a demanding schedule and prioritize responsibilities.
Proficient with remote technology, online and social platforms.
French/English bilingual an asset
What we offer
At Heart & Stroke, we make it a priority to foster a culture of caring by implementing practices and programs that foster respect, compassion, trust and attentiveness to our own and others’ health and well-being.
In addition to a competitive salary, we believe that time off is integral to the personal health and wellness of our employees. We offer a generous paid time-off package including vacation days, personal days, wellness days, and paid company-wide closure between December 25 and January 1. We also provide competitive health, medical, dental and vision benefits, life insurance, disability benefits, an employee assistance program (EAP) and a defined contribution pension plan with employer matching. Our employees also enjoy a flexible hybrid working model and reimbursement for mobile phones and home office setup, as well as opportunities for professional development.
Apply now
If you want to join the fight to beat heart disease and stroke, please apply by sending your resume by March 26, 2024. Applicants must be currently residing in Canada and legally entitled to work in Canada.
Only those candidates that qualify will be selected for an interview. At this time, all interviews are being conducted via phone and/or video call ― we look forward to “virtually” meeting you!
Accommodation
We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require accommodation to participate in the recruitment and selection process, please let us know and we will do our best to address your needs.
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