Client Experience Specialist - Retention

Are you passionate about helping people live their healthiest lives? Do you thrive in a dynamic, supportive environment where your contributions truly matter? If so, Medcan is the place for you!

This job posting is for a current vacancy.

 

The Role:

 

We are currently recruiting for a Client Experience Specialist, Retention for Medcan’s growing Membership portfolio. This role is primarily focused on supporting the Care portfolio (Year-Round Care, Dedicated Care, M Care, Virtual Care), our second largest business.

 

We are seeking a highly motivated, client focused professional with exceptional organizational skills that would like to help solve real world business challenges in an entrepreneurial environment. Under the leadership of the Retention Manager, Client Experience, you will work closely with the membership team to ultimately increase client satisfaction, resulting in increased retention rates and higher product penetration.

 

Medcan has a strategic objective to grow substantially over the next 5 years. As a Client Experience Specialist, Retention in the membership team there will be no shortage of opportunities for growth. If you are looking to apply your strong business acumen and your passion for helping our clients live well, then Medcan is for you.

The position will be primarily work from home, requiring occasional on-site training and meetings at 150 York St. This role is primarily scheduled during business hours Monday - Friday.

 

What You'll Do

• Focus and deliver on Retention and Revenue across customer base
• Proactively manage and retain existing clients by building strong relationships and understanding their business objectives and needs
• Address and resolve client issues, concerns, or escalations in a timely and effective manner, coordinating with internal teams as necessary
• Identify upsell and cross-sell opportunities within the existing client base and collaborate with the sales teams to drive revenue growth
• Develop a deep understanding of Medcan’s products and services to effectively articulate their value proposition and benefits to clients
• Gather client feedback and insights, sharing them with internal teams to drive product enhancements and improve overall customer experience
• Support engagement and response efforts via telephone and email enquiries from clients and internal Medcan staff
• Update plan members profile related information including credit card and other attributes
• Facilitate client membership plan adjustments and sending invoices to clients upon request
• Assist with organization to help maximize efficiency and exceptional client service

 

What You'll Need

• Bachelor's degree in business, finance, or a related field (or equivalent experience)
• Minimum 2+ years of proven experience in client relationship management, account management, or retention-focused roles
• Excellent communication and interpersonal skills, with the ability to build rapport and effectively engage with clients at various organizational levels.
• Proactive and solution-oriented mindset, with the ability to identify client needs and propose appropriate solutions
• Strong negotiation and influencing skills, with the ability to drive revenue growth through upselling and cross-selling
• Ability to prioritize and manage time in an efficient manner
• Ability to work in a fast-paced environment and to pivot as needed.
• Proficiency in CRM systems and Microsoft Office suite
• Exceptional client service skills
• Excellent written and verbal communication skills
   

Other desired attributes include:

• The ability to respond to ad-hoc requests from internal and external clients
• The ability to respond to changing business priorities
• The ability to deliver results on a timely basis with minimal supervision

Position Pay Range

$47,831.00 - $65,767.25 CAD annually

Pay will be determined based on an analysis of the selected candidate's experience and qualifications within the role's compensation grade. Medcan's compensation ranges are determined by a combination of required qualifications and skills, market value, and internal equity. The above range pertains solely to the base compensation and is not inclusive of additional compensation details such as perks, benefits, and potential bonuses or incentives. ​

Diversity, Equity and Accessibility:

Medcan is dedicated to equity, diversity and inclusion. We strive to ensure all stakeholders have a fair opportunity to participate in our community. If contacted for an opportunity, please advise your Talent Acquisition contact should you require accommodation.

AI Use Disclosure – Opportunities at Medcan

Medcan uses artificial intelligence (AI) tools to support the screening and assessment of applicants for opportunities as part of a fair, transparent, and inclusive process. These tools assist our team but do not make final decisions. All decisions are reviewed and made by our teams to ensure fairness and alignment with Medcan’s values. If you have questions about how your application is assessed, please contact the Medcan Talent Acquisition team at recruitment@medcan.com.