Bilingual Client Success Coordinator (Channel Partnerships)

Maple; Canada; On-site; CAD 42,000 - 70,000; Full time

Job summary

Maple is seeking a Bilingual Client Success Coordinator to support its Channel Partnerships team in Canada. You will handle day-to-day partner inquiries, coordinate onboarding for new groups, prepare recurring reports, and troubleshoot issues in both English and French.

You'll work with Client Success Associates, Managers, and Key Account Managers to ensure timely, accurate support, driving improvements and repeatable processes with AI-enabled tools.

Qualifications

• Experience in a client-facing role or similar, preferably in a B2B setting such as account coordination, client services or operations.
• Bilingual in English and French, with clear professional communication in both languages.
• Strong customer service instincts and a genuine desire to help people solve problems.
• Organised, detail-oriented approach to handling multiple priorities, timelines and follow-ups.

Responsibilities

• Coordinate day-to-day account operations, responding to incoming questions and requests in English and French while ensuring timely, accurate follow-up
• Support onboarding for new small business clients and partner groups, including communications, eligibility updates, and related administrative tasks
• Prepare and distribute monthly reports for plan sponsors, brokers and partner account managers, ensuring information is accurate, complete, and delivered on schedule
• Troubleshoot partner inquiries and operational issues, collaborating with internal teams to find solutions and escalating complex matters as needed
• Maintain accurate partner information, documentation, and task tracking across internal systems, including Salesforce, Missive, Confluence, and Asana
• Assist with partner webinars, educational sessions, and other communications as needed
• Identify recurring issues and opportunities to improve workflows using automation and AI-enabled processes

Skills

Bilingual in English and French

1+ years in a client-facing role

Tools

Salesforce

Missive

Confluence

Asana

Job description

Build better healthcare together Maple 's purpose is to meet the world's healthcare needs. We're Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we're proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what's possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you'll do work that changes lives-including your own.

The role

We're looking for a Bilingual Client Success Coordinator to join our Channel Partnerships team and support in delivering a great experience for our growing network of B2B clients and partner organizations across Canada. In this role, you'll be a key part of the day-to-day support that keeps our partnerships running smoothly. You'll manage incoming partner inquiries, coordinate onboarding for new groups, prepare recurring reports, and help troubleshoot issues as they come up. You'll work closely with Client Success Associates, Client Success Managers, and Key Account Managers to make sure our partners receive timely, accurate, and thoughtful support in both English and French. You'll have the opportunity to take ownership of day-to-day partner needs, work through challenges, and make a real difference in the experience we deliver. We're looking for someone who's dependable, curious, and comfortable taking initiative.

Your responsibilities

• Coordinate day-to-day account operations, responding to incoming questions and requests in English and French while ensuring timely, accurate follow-up
• Support onboarding for new small business clients and partner groups, including communications, eligibility updates, and related administrative tasks
• Prepare and distribute monthly reports for plan sponsors, brokers and partner account managers, ensuring information is accurate, complete, and delivered on schedule
• Troubleshoot partner inquiries and operational issues, working with internal teams to find solutions and escalating more complex matters when needed
• Maintain accurate partner information, documentation, and task tracking across internal systems, including Salesforce, Missive, Confluence, and Asana
• Assist with partner webinars, educational sessions, and other communications as needed
• Identify recurring issues and opportunities to improve workflows, using automation and AI-enabled processes to complete recurring work and improve consistency

What success looks like

In your first 90 days, you'll develop a strong understanding of Maple 's Channel Partnerships team, our partners, and the systems that support our day-to-day work. You'll become comfortable navigating partner inboxes, onboarding processes, eligibility updates, and recurring reporting, gradually taking ownership of routine requests. You'll build relationships with your teammates and internal stakeholders, develop confidence troubleshooting common issues, and learn when to escalation more complex situations. Over your first 12-18 months, you'll independently support assigned partner inboxes and recurring workflows, consistently meeting service expectations and delivering accurate work on time. You'll understand our partners' different needs, confidently resolve day-to-day issues, and become someone the team can rely on for operational support. You'll also help identify and implement improvements that make our processes more efficient, giving our Account Managers more time to focus on partner relationships, renewals, and growth.

What you bring

• 1+ years of experience in a client-facing role or similar, ideally in a B2B setting such as account coordination, client services or operations.
• Bilingual in English and French, with the ability to communicate clearly and professionally, both verbally and in writing
• Strong customer service instincts and a genuine interest in helping people solve problems
• A organised, detail-oriented approach to handling multiple priorities, timelines and follow-ups.
• A dependable and collaborative working style-you ask questions, take feedback and follow through on commitments
• An AI-savvy, curious mindset-you're comfortable learning new tools, excited to explore how AI can improve the way work gets done and interested in helping create repeatable processes
• A collaborative mindset and a willingness to jump in and support teammates when needed
• Play to your strengths. Finding the right fit goes both ways-so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above.

How we'll support you

We recognise our people's health is everything. That's why we take care of them.

• Maple for you and your family: 24/7 access to general practitioner