Maple (getmaple.ca)

Account Manager

• Build and manage strong, trusted relationships with clients, including Enterprise-level accounts.
• Serve as the primary point of contact and strategic advisor, ensuring alignment between client needs and Maple’s solutions.
• Lead regular client meetings and business reviews to demonstrate value, address challenges, and identify growth opportunities.
• Own portfolio performance, including client satisfaction, retention, and achievement of key KPIs.
• Proactively manage escalations and resolve issues with urgency and sound judgment.
• Identify and close upsell and cross-sell opportunities to drive revenue growth within your portfolio.
• Develop and execute account plans that maximize long-term client value.
• Lead onboarding and program implementation for new and existing clients, ensuring a smooth and well-structured launch experience.
• Coordinate timelines, resources, and communications across internal and external stakeholders during implementation.
• Identify opportunities to improve processes, workflows, and client experience.
• Share client insights and feedback to inform product and service improvements.

Client Success Manager – Direct Partnerships

• Manage partner eligibility workflows, including uploads, updates, reconciliations, and ongoing data hygiene.
• Prepare, validate, and coordinate invoicing inputs in partnership with Finance and Client Success.
• Support Looker reporting, including scheduling new reports, maintaining reporting accuracy, and troubleshooting monthly failures.
• Build and update Maple Admin configurations required to support partner launches and ongoing program changes.
• Partner with the Solutions team to plan, implement, and monitor system updates that impact the Client Success portfolio.
• Maintain accurate records and process documentation that support consistent monthly cycles across partners.
• Identify opportunities to streamline workflows, reduce manual effort, and improve data integrity.
• Contribute to team playbooks, templates, and documentation to strengthen operational best practices.
• Support peak periods (month-end billing, partner launches) with strong prioritization and dependable execution.

Client Success Administrator – Direct Partnerships

Operations

• Process and manage incoming lab and referral documentation, including faxes, voicemails, and digital records, in accordance with Maple’s privacy and security standards.
• Upload, route, and track lab results and referral information to ensure timely clinician review and follow-up.
• Respond to urgent lab communications and escalate critical results appropriately to support patient safety.
• Coordinate with labs, clinics, and internal teams to resolve missing, incomplete, or unclear documentation.
• Maintain accurate patient records and ensure alignment between patient information and lab or referral data.
• Support public health reporting and compliance-related documentation as required.
• Partner closely with Customer Support and Care Delivery teams to address lab- and referral-related inquiries from patients and providers.
• Contribute to a reliable, high-quality care delivery experience by consistently meeting accuracy, quality, and turnaround expectations.

Client Success Manager – Direct Partnerships

Client Success Administrator – Direct Partnerships

Bilingual Lab and Referral Operations Coordinator, French/English