Client Experience Retention Specialist

Job Responsibility: About Us: Established over 30 years ago, Medcan is a global leader in assessing clients' overall well-being and inspiring them to live well. Medcan has a comprehensive range of diagnostic assessments, which, in combination with innovative programs tailored to specific needs, are designed to successfully reach improved health outcomes. Over 80 physicians and specialists, alongside a broad roster of complementary health care disciplines, provide health and lifestyle management services on site and by video consult for individuals, families and organizations. Our team of 700+ staff see clients virtually and physically from our downtown Toronto and Oakville clinics. 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. This is a 13-month contract opportunity. 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 Accountabilities:

• 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.

The Requirements:

• Bachelor's degree in business, finance, or a related field (or equivalent experience)
• 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.

Our Benefits: Medcan's philosophy of Live Well, For Life applies not only to our clients, but also our valued staff members. We provide paid Wellness Days along with a variety of programs to help our employees manage their mental and physical well-being. We offer special employee rates on fitness sessions, in-house specialty services, and a complimentary membership to our clinic to name a few. We also have employee perks to continue to help our staff Live Well, For Life. This includes complimentary group fitness sessions as well as an on-site healthy lunch program provided by our own food and catering brand, Nourish. We also provide interactive webinars hosted by our in-house experts focused on Eat, Move, Think. Our enhanced benefits package is just one of the reasons why we continue to be one of Canada's 50 Best Managed Companies! We thank all applicants for their interest; however only those selected for an initial interview will be contacted. No phone calls and no agencies please. Diversity, Inclusion, and Accessibility: Medcan is an equal opportunity employer committed to the principles of employment equity, diversity, and inclusion. We continuously work to provide a fair opportunity for all staff to participate and succeed at work, creating a sense of belonging, respect and a place that values the unique perspectives and lived experiences of each member of our team. We recognize the value of diversity in attributes such as age, gender identity and expression, sexual orientation and attractionality, ethnicity, race, colour, nationality, family and marital status, ability, religion and belief, freedom of thought, and any other characteristic that makes you unique. If these principles resonate with you, we encourage you to apply! If contacted for an employment opportunity, please advise your Talent Acquisition Specialist if you require accommodation.