Bilingual Client Success Associate (French English)

📋 Description

• • Own the end-to-end success of Maple’s employer partners by shepherding them from signed contract through launch, adoption, renewal, and expansion. You will become the single point of accountability for a portfolio of mid-market and enterprise accounts, ensuring every employee and HR stakeholder experiences Maple as a seamless extension of their benefits ecosystem.
• • Drive flawless program launches: build detailed 30-60-90-day onboarding plans, configure Maple’s platform to match each client’s branding and eligibility rules, coordinate training webinars for HR teams, and deliver bilingual (French & English) launch toolkits that maximize early engagement.
• • Act as a data-driven adoption strategist. Monitor weekly utilization dashboards, segment employee populations, and design targeted email and Slack campaigns that lift activation rates above industry benchmarks. Translate insights into quarterly business reviews that prove ROI and secure executive buy-in for deeper rollouts.
• • Be the voice of the client inside Maple. Distill feedback from benefits managers, union reps, and end-users into concise product requests, then champion them in sprint-planning sessions with Engineering, Product, and Clinical Operations. Your insights will directly influence roadmap priorities such as multi-language symptom triage and mental-health pathways.
• • Protect and grow recurring revenue. Track health scores, flag churn risk early, and partner with Sales to craft renewal decks and expansion proposals. In your first 18 months you will aim for 95 % gross retention and 120 % net retention across your book of business.
• • Deliver white-glass support in both official languages. Triage escalations from HR administrators, draft bilingual knowledge-base articles, and host live Q&A sessions that demystify virtual care for French-speaking employees from Rimouski to Regina.
• • Collaborate across pods. Work hand-in-hand with Marketing to localize case studies, with Clinical to ensure provider coverage in Québec, and with Finance to reconcile co-pay structures. Your cross-functional fluency will shorten implementation timelines by up to 30 %.
• • Contribute to the continuous improvement engine. Run quarterly retrospectives, document playbooks, and mentor new associates so that the Employer Programs team scales faster than the sales funnel.
• • Champion Maple’s culture. Celebrate wins loudly, own mistakes transparently, and model the belief that better is always possible—for our clients, our teammates, and Canada’s healthcare system.