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LMS Administrator/Client Success Coordinator (Health Care)

25 Apr 2024

Full-time, Permanent
Alberta
$65,000-70,000 / per Year
Job Details:

Our client The Heart and Stroke Foundation of Canada, is looking to hire a fully remote LMS/Customer Success Specialist. This position can work from anywhere within the province of Alberta.

Candidates are invited to submit their resumes to Kerine Brown Gentles at kerineg@staffworkscanada.com. Staffworks thanks all candidates for their interest; however only those selected to continue in the process will be contacted.

  • Responsibilities
    The Administrator/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. Key Responsibilities:
    • 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.
    • 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.
    • 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.
    • 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.
  • Requirements
    Qualifications:
    • 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
    • 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
    • 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.
    • Demonstrated 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.
  • Accessibility
    Staffworks thanks all candidates for their interest; however only those selected to continue in the process will be contacted. We are an inclusive employer committed to diversity and inclusion. We encourage qualified applicants of all ages, races, colours, ethnic origins, religions, abilities, gender identities and sexual orientations to apply. If you are selected for an interview, please inform your recruiter of your accommodation requirements.
Apply now

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