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Senior Customer Success Associate

Florence

Florence

Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Thursday, June 27, 2024

Florence is a fast-growing global healthcare technology company, founded by a team with an ambition to transform care with people-first technology. The Florence app empowers nurses to find flexible, fair and transparent work options, and enables healthcare organizations to embrace a new and innovative way of working with the healthcare workforce.

With over 90,000 healthcare professionals and 4,000 organizations using Florence in the UK, and a series B fundraise of $35m USD, we’ve expanded into France and Canada. Florence is in the midst of an exciting chapter of growth as we scale up from our start-up year in Canada, working with organizations across Ontario, Alberta and beyond. Join us as we transform the future of work for the healthcare workforce.

With Florence, healthcare organizations are embracing a new and innovative way to manage their healthcare workforce. We're looking for a Senior Client Success Associate to support and enable the success of our partners, including long-term care homes and hospitals. As a Senior Client Success Associate, you'll manage the end-to-end client journey—from implementation and onboarding, to ongoing account management including contract renewal and expansion.

This opportunity is for a compassionate problem solver who thrives in fast-paced environments and is looking to make an impact in the healthcare field. Client success at Florence combines consulting, project and relationship management, analytics, and marketing. This role will report to the Managing Director.

The ideal candidate is hyper-organized, a great communicator, and has a track record of driving results and building strong relationships. You must be able to work and solve problems independently and with a team. Experience in consulting, healthcare, account management, or customer or client success is a bonus. A strong sense of empathy and commitment to making an impact for your clients is a must.

Critical to success in this role is a growth mindset, creative problem solving skills, and self-starter spirit: the ability to work with what you have, work effectively in a fast-paced environment, identify innovative solutions, and unlock learnings. You must be resilient and adaptable when navigating challenging situations and open to diverse perspectives and feedback. Above all else, you are a team player.
Find out more about us at www.florenceapp.com/ca/about-us.

What you’ll be doing in the role

  • Developing a deep understanding of the challenges faced by our partner healthcare organization
  • Owning client performance end-to-end from onboarding to expansion and renewal, with a focus on maximizing client satisfaction and program performance
  • Leading and coordinating launches of new clients across Canada
  • Working directly with the Florence product to set-up and configure the platform for new clients
  • Collaborating with stakeholders cross-functionally to identify new ways to solve customer issues and unlock maximum value
  • Contributing to the vision for the client success function at Florence
  • Helping to implement best-in-class client success processes
  • Turning ambiguity into repeatable systems that enable effective scaling (building playbooks, mapping the client journey, implementing tools that drive efficiency, etc.)