Customer Experience Specialist

LV1 Health Tech; Vancouver; Hybrid; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Flexible Hours

Hybrid Model

Benefits from Day 1

Volunteer Days

Professional Development

On-site gym

Job summary

Clarius Mobile Health is seeking a Customer Experience Specialist to own the renewal lifecycle and support partners with renewals. You will manage conversations end-to-end, ensuring customers derive real value from their Clarius membership and maintaining high retention.

You'll collaborate with Sales, Finance, and Support to align on customer goals, process quotes via Salesforce, and drive improvements in renewal workflows in a fast-paced, hybrid Vancouver environment.

Qualifications

• 3+ years in a commercial or closing SaaS role (customer success, renewals, or account management).
• A courageous communicator, comfortable speaking with customers at all levels.
• A natural collaborator who works cross-functionally with finance, support, and sales.
• A change agent: quick learner in a fast-paced environment.
• Detail and process oriented.
• Salesforce experience is a plus.

Responsibilities

• Owning the renewal process from initiation to close, processing transactions including subscriptions, cancellations, and account modifications.
• Working directly with customers and partners to manage the renewal conversation and process.
• Processing end customer quotes via Salesforce.
• Collaborating with Sales to understand customers' goals and identify upsell opportunities.
• Partnering with Finance to ensure quotes are processed efficiently.
• Defending and improving customer retention metrics, keeping membership and support renewal rates high through excellent client satisfaction and adoption.
• Suggesting improvements to current processes and workflows, and working cross-functionally to implement them.

Skills

SaaS experience

Communication

Cross-functional collaboration

Change agent mindset

Detail-oriented

Salesforce experience

Certifications asset

Tools

Salesforce

Job description

Career at Clarius

Today, as many as 25 million medical professionals globally don't have access to medical imaging, which is proven to improve patient care and reduce healthcare costs. That's why we're on a mission to make medical imaging accessible everywhere by delivering high-performance, affordable, and easy-to-use solutions powered by artificial intelligence and connected to the cloud.

Career at Clarius

Today, as many as 25 million medical professionals globally don't have access to medical imaging, which is proven to improve patient care and reduce healthcare costs. That's why we're on a mission to make medical imaging accessible everywhere by delivering high-performance, affordable, and easy-to-use solutions powered by artificial intelligence and connected to the cloud. By making Clarius your next career move, you're joining a talented, innovative, and highly collaborative team. You're also joining a community that includes thousands of physicians worldwide who use Clarius to deliver better patient care! And you're joining a thrice-certified Great Place to Work!

Your Role

As our Customer Experience Specialist, you'll report to the Manager, Customer Experience and share responsibility for managing all direct Clarius membership renewals, as well as supporting our partners with theirs. You'll own the renewal conversation end to end, keeping retention high by making sure our customers are getting real value from their Clarius membership.

Your Responsibilities Include

• Owning the renewal process from initiation to close, processing transactions including subscriptions, cancellations, and account modifications
• Working directly with customers and partners to manage the renewal conversation and process
• Processing end customer quotes via Salesforce
• Collaborating with Sales to understand customers' goals and identify upsell opportunities
• Partnering with Finance to ensure quotes are processed efficiently
• Defending and improving customer retention metrics, keeping membership and support renewal rates high through excellent client satisfaction and adoption
• Suggesting improvements to current processes and workflows, and working cross-functionally to implement them

Your Experience So Far

• 3+ years in a commercial or closing SaaS role (customer success, renewals, or account management) managing a large book of business, including high value accounts
• A courageous communicator, comfortable speaking with customers at all levels
• A natural collaborator who works cross-functionally with finance, support, and sales in the customer's best interests
• A change agent: a quick learner who works effectively in a fast-paced, evolving organization
• Detail and process oriented
• Salesforce experience is a plus
• Relevant certifications, licenses, or professional designations are an asset, or an equivalent combination of education, training, and work experience

Location and Compensation:

This is a hybrid role, therefore we can only consider candidates who are based within a commutable distance from our Vancouver, BC office. The salary range for this role is set at $65,000-$75,000 per annum.

More Reasons To Consider

• Flexible Hours & Hybrid Model: Embrace work-life balance with flexible hours and a hybrid work model that suits your lifestyle.
• Benefits from Day 1: Get full access to your comprehensive benefits package made available from your very first day.
• Volunteer Days: Make a difference with paid volunteer days during working hours, supporting causes that matter to you.
• Professional Development Program: We're big fans of continuous learning, and we invest in your growth with financial support for programs, seminars, conferences, and courses.
• Workspace: Our modern office features sit/stand desks, various health & wellness facilities, a stocked kitchen, outdoor amenities, on-site daycare, enclosed parking, a free on-site gym and close proximity to a SkyTrain station.

Clarius Mobile Health is proud to be an Equal Opportunity Employer. We encourage applications from any qualified candidate regardless of ethnicity, religion, age, national origin, disability status, sexual orientation, gender identity or expression. Please let us know if you require any accommodations during the interview process.

Use of Artificial Intelligence in the Recruitment Process

As part of our recruitment and assessment process, we may use artificial intelligence tools to support certain activities. This may include, but is not limited to, reviewing applications, supporting candidate assessments, and conducting or facilitating one way video interviews. Where AI tools are used, they are intended to support our recruitment process and do not replace human decision making. Candidates may be informed where AI is used as part of an assessment and will have the opportunity to engage with the recruitment process in accordance with applicable laws and our recruitment practices.