Senior Client Success Specialist

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We are looking for a strategic and data-driven Senior Client Success Specialist to support our large enterprise accounts following the deployment of MYLE. Your mission begins where implementation ends. You are the guardian of the operational health of our strategic clients (GMF-U, large medical groups, major healthcare institutions). Leveraging your clinical and technical expertise, you proactively anticipate disengagement risks, optimize adoption, and ensure that MYLE remains at the core of care delivery. As a strategic partner, you ensure that our clients' technology investment translates into meaningful, seamless, and sustainable adoption across their entire organization. Main Responsibilities Strategic Leadership and Enterprise Account Management Manage a portfolio of strategic accounts by building long-term trusted relationships with executives and key decision-makers. Lead Quarterly Business Reviews (QBRs) to present performance indicators, validate overall satisfaction, and align MYLE capabilities with the client's clinical and operational objectives. Proactively monitor product usage data to identify declines in adoption or churn risks before they become critical. Design and execute targeted remediation plans (workshops, coaching sessions, workflow optimization). Consultative Expertise and Clinical Optimization Analyze clinical processes and recommend optimized configurations within MYLE. Act as a subject matter expert on advanced modules (patient portal, billing, interoperability). Support clinics through change management initiatives related to system updates or the introduction of new features. Identify expansion opportunities (upsell / cross-sell) aligned with the client's growth strategy. Voice of the Customer and Cross-Functional Collaboration Synthesize field-level needs to influence the product roadmap while respecting MEDFAR's overall strategic priorities. Collaborate closely with Product, Support, and Implementation teams to ensure a seamless client experience and resolve complex issues sustainably. Identify and mobilize client champions to strengthen MEDFAR's presence and reputation within the healthcare network. Internal Leadership and Operational Excellence Act as a mentor to junior and intermediate specialists by sharing best practices in account management and product expertise. Contribute to the continuous improvement of Client Success methodologies and processes (e.g., follow-up automation, playbook enhancement, diagnostic tools). Serve as an internal escalation point for critical client situations requiring advanced expertise or mediation. Working Conditions Permanent full-time position (40 hours per week) Hybrid work model Travel required to meet clients in person The candidate must possess a valid driver's license and have access to a vehicle 5-7 years of relevant experience in Enterprise account management, post-sales Client Success, or health technology deployment. Bachelor's degree in Business Administration, Communications, Marketing, Engineering, Project Management, or a healthcare-related field. Strong expertise in MYLE (major asset) or a comparable EMR system, with a solid understanding of clinical workflows (consultations, prescribing, billing). Knowledge of the Quebec healthcare ecosystem (RAMQ, DSQ, CRDS, MSSS, GMF, GMF-U). Data-driven mindset with experience using BI tools (Tableau, PowerBI) or integrated reporting tools to translate adoption metrics into actionable account plans. Proven ability to influence multidisciplinary teams without direct authority and lead change management initiatives (Prosci certification is an asset). Strong executive-level communication skills and full professional proficiency in both French and English (spoken and written). Joining MEDFAR means playing a key role in the digital transformation of the healthcare system across Canada.

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