Customer Success Manager, Cancard Inc, Markham, Toronto.
Role Type: Fulltime Office Based (Contract)
MANDATORY REQUIREMENTS:
· 5 Year of Global Healthcare Technology Marketing
· Global Product Launch Planning and Execution
· Customer Success and Onboarding
Cancard Inc is looking for an experienced, engaged, and hands-on healthcare marketing leader for the position of Global Marketing Manager to help drive development, launch and successful commercialization of an innovative portfolio of healthcare hardware and technology products for global markets.
Cancard, Inc is a multi-technology company operating in Markham (Toronto) since in 1989. Both Cancard and its sister business Advaa Health are pioneering the transformation of primary healthcare through technological innovation. Our mission is to empower physicians, nurses, caregivers and providers with state-of-the-art digital tools and solutions to improve long term patient outcomes, while reducing readmissions, chronic disease management, administrative burden on nurses and caregivers and over-all cost to serve. In an era where healthcare professionals face increasing paperwork and complex administrative tasks, we stand as a key partner in enabling physicians to focus on what truly matters—patient care.
Our portfolio of healthcare products leverages the latest technologies in data analytics, artificial intelligence, and cloud computing to offer seamless, intuitive, and cost-effective solutions. By integrating our systems, primary care practices can enhance patient engagement, optimize appointment scheduling, automate billing and coding processes, and access comprehensive patient health records in real-time. This not only improves the quality of care provided but also contributes to a noticeable reduction in overhead costs.
This position is a great opportunity for the sales and marketing professionals, passionate about solving critical healthcare challenges, to learn and grow with the company. This position will have direct experience and exposure to customers in US, Canada, and other global markets.
KEY RESPONSIBILITIES:
Pre-Sales / Customer Demo:
· Serve as the primary pre-sales to post-sales point of contact for incoming leads and assigned customer accounts.
· Setup, manage and execute pre-sales planning and demo for inbound sales leads.
· Develop a deep understanding of each customer's business objectives, operational challenges, and success criteria.
· Collaborate with internal cross-functional team and decision makers to prepare the best offer for customers.
· Establish regular communication cadences through meetings, business reviews, executive check-ins, and strategic planning sessions.
Customer Onboarding and Implementation
· Lead customer onboarding to ensure a smooth transition from sales to customer success.
· Develop onboarding plans, success milestones, and adoption strategies tailored to customer requirements.
· Coordinate training sessions and workshops to ensure users understand product capabilities and best practices.
· Monitor onboarding progress and proactively address any risks or delays.
· Ensure customers achieve initial value realization within agreed timelines.
Customer Adoption and Engagement
· Drive adoption by educating customers on new features, functionality, and use cases.
· Analyze customer usage data and engagement metrics to identify adoption gaps and opportunities. Develop plans to increase user engagement and maximize product utilization.
· Conduct regular success reviews to assess customer progress against objectives.
· Share relevant resources, training materials, and recommendations to improve outcomes.
· Encourage customers to leverage advanced capabilities and new product offerings.
Retention and Renewals
· Proactively manage customer health to reduce churn risk and improve retention.
· Identify early warning signs of dissatisfaction, declining engagement, or business risk.
· Develop and execute customer success plans to address challenges and improve customer outcomes, thereby driving timely contract renewals.
· Maintain accurate renewal forecasts and customer risk assessments.
· Create executive-level retention strategies for strategic and high-value accounts.
Revenue Growth and Expansion
· Identify opportunities for upselling, cross-selling, and account expansion based on customer needs and business objectives.
· Collaborate with Sales teams to develop growth strategies for existing customers.
· Present business cases and value propositions for additional products, services, or licenses.
· Support contract negotiations and expansion discussions when appropriate.
· Contribute to achieving revenue retention and growth targets.
Customer Advocacy and Voice of Customer
· Collect customer feedback through meetings, surveys, and engagement activities.
· Act as the internal voice of the customer by communicating customer needs, challenges, and product enhancement requests.
· Provide product design improvement opportunities that increase customer value.
· Promote customer success stories internally and externally.
· Participate in customer advisory boards, user groups, and community programs.
Cross-Functional Collaboration
· Work closely with Sales, Product, Engineering, Support, Marketing, and Operations teams to deliver seamless customer experience.
· Coordinate internal resources to resolve customer issues and remove adoption barriers.
· Participate in account planning and strategic customer initiatives.
· Ensure customer commitments and expectations are shared effectively across teams.
· Contribute to process improvement initiatives that enhance customer satisfaction and operational efficiency.
Reporting and Analytics
· Track customer health scores, adoption metrics, engagement trends, and satisfaction indicators. Prepare and deliver Quarterly Business and Executive Business Reviews.
· Maintain accurate account records, customer success plans, and activity logs within CRM and customer success platforms.
· Analyze customer data to identify risks, trends, and opportunities. Provide regular reports and recommendations to leadership regarding customer portfolio performance.
QUALIFICATIONS:
· Bachelor’s Degree in Business Administration, Marketing, Communications, Information Technology, or a related field.
· Relevant certifications in Customer Success, Account Management, Project Management, or SaaS technologies are a plus.
· Minimum 5 years of healthcare technology sales and / or marketing experience.
· Must have strong communication written and oral skills, preferably multilingual, English, French and Spanish with good awareness costumer sensibilities.
· Hands on Expert level knowledge of Excel, Word, PowerPoint, and other project management and documentation tools.
HOW TO APPLY:
Please submit your resume, cover letter, and any relevant work samples or project portfolios to [email protected]. In your cover letter, explain why you're interested in this role and how your background and experience make you a good fit for our team.
We thank all applicants for their interest in joining Cancard, but only those selected for an interview will be contacted.
Cancard is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Pay: From $49,200.00 per year
Application question(s):
- How would you rate yourself on preparing Powerpoint presentations?
- How would you rate yourself on Excel modelling and data analytics?
Experience:
- Sales: 5 years (required)
- Healthcare Technology: 3 years (preferred)
Language:
- French (preferred)
- Spanish (preferred)
Work Location: In person
