Vice-President, Client Success (Hybrid)

WHO WE ARE

GreenShieldis a proudly Canadian national non-profit health care and insuranceorganization driven by our mission of Better Health for believe health care is aright not a privilege and we are committed to improving health outcomesadvancing health equity and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider (payvider) model we offerinsurance administer benefits and pay claims as a payer while offeringhealth care services such as mental health pharmacy telemedicine and chronicdisease management as a provider. As a non-profit social enterprise without shareholders we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. Whats driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 across mental health essential medicinesand chronic disease management through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

The Vice-President Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead GreenShields Client Success function. The role owns the strategy for GreenShields most strategic client relationships ensuring clients experience one coordinated GreenShield regardless of product Line of Business segment region or function.

The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of GreenShields most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business the Quebec Region Operations Business Development Product Finance and other enterprise functions. The model must respect Line of Business accountability for P&L account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy.

The role is accountable for client strategy client health executive relationship coverage retention coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business the Quebec Region Operations and Business Development.

Success will be measured through stronger retention improved NPS and CSAT growth in integrated solutions stronger client relationship health fewer fragmented messages to the market and disciplined execution against client commitments.

WHO WERE LOOKING FOR

Were looking for a senior commercial and relationship leader who can build a new enterprise capability while remaining directly accountable for strategic client relationships. The ideal candidate can bring structure to ambiguity influence across a matrix and create practical ways of working that make it easier for GreenShield to deliver as one organization.

KEY RESPONSIBILITIES

• Build and scale GreenShields Client Success function including the future operating model mandate accountabilities decision rights coverage approach talent requirements and performance expectations in partnership with Lines of Business the Quebec Region and Operations leadership.
• Be directly accountable for a defined portfolio of GreenShields most strategic clients providing executive relationship leadership and ensuring one coordinated GreenShield experience across Lines of Business the Quebec Region Operations and other enterprise functions.
• Develop differentiated relationship strategies for strategic growth and core clients including account planning relationship mapping executive sponsorship joint success plans quarterly business reviews catalyst sessions and voice-of-client mechanisms.
• Partner with Quebec Region leadership to adapt enterprise client strategies to Quebecs distinct market language regulatory and relationship context while preserving clear local leadership and a coordinated One GreenShield experience.
• Establish a consistent approach to client performance and retention including measures for retention satisfaction growth share of wallet relationship strength NPS and CSAT early-warning indicators and regular executive reviews of the most important relationships.
• Lead client health and proactive risk management for strategic relationships ensuring issues opportunities and commitments are visible actively managed and escalated when required.
• Coordinate GreenShields relationship with clients reducing fragmented ownership and conflicting messages while aligning Lines of Business the Quebec Region Operations Business Development Product Finance and other enterprise functions around common client outcomes.
• Establish a disciplined handoff from business development to implementation to active client management ensuring clear knowledge transfer continuity and role clarity among the Client Success leader the accountable Line of Business or regional relationship leader and delivery teams.
• Partner with Business Development leaders on strategically important opportunities by bringing existing client insight enterprise relationship context and transition planning.
• Build Client Success capability across consultative relationship management executive engagement commercial acumen strategic account planning and enterprise-first leadership. Scale the function through a phased build using demonstrated client need clear coverage priorities and proven impact to inform future team size and investment.

QUALIFICATIONS

• Senior leadership experience in client or customer success strategic account management relationship leadership enterprise sales business development or commercial growth ideally in insurance health benefits consulting software or another complex B2B environment.
• Proven ability to build or transform a client-facing function including mandate definition coverage models accountabilities decision rights talent requirements and ways of working.
• Strong executive relationship skills with experience managing complex multi-stakeholder client relationships and engaging confidently with senior client leaders advisors consultants and internal executives.
• Commercial acumen and growth orientation with the ability to connect client strategy retention integrated solution growth business development execution and Line of Business outcomes.
• Demonstrated ability to operate in a matrix influence without direct authority and resolve ambiguity across Lines of Business the Quebec Region Operations Business Development Product Finance and other enterprise functions.
• Experience with account planning relationship mapping executive sponsorship client lifecycle management and client performance management.
• Strong analytical and performance management capability including the ability to establish meaningful client health measures retention indicators growth metrics and executive reporting.
• Experience building customer success disciplines in a software or SaaS environment is an asset.
• Bachelors degree in Business Administration Commerce or a related field; advanced degree or equivalent experience preferred.
• Bilingualism in English and French is preferred.

LEADERSHIP BEHAVIOURS

• Enterprise-first mindset with the discipline to make trade-offs visible and resolve ambiguity quickly.
• Strong ownership and accountability for client outcomes relationship health retention and coordinated growth.
• Clear concise and proactive communication that builds confidence with clients executives and cross-functional partners.
• Commercially sharp and client-centred with the ability to translate GreenShields integrated payer-provider value into practical client strategies.
• Collaborative leadership across a matrix aligning Lines of Business the Quebec Region Operations Business Development Product Finance and other enterprise functions around common client outcomes.
• Builder mindset with the ability to develop talent create repeatable processes strengthen capability and prove the business impact of the Client Success model.

THE CULTURE
We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace where you can be inspired challenged and rewarded.

Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.

Heres to Better Health for All!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition we aim to ensure that our employees can excel in their rolescollaborate and communicate effectively and contribute to the success of ourorganization.

GS supports diversity equity andinclusion in our teams and communities and we value the unique contributionsmade by all. Even if your experience doesnt align perfectly to everyrequirement we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate statistical purposes (which uses no personal identification).

AI Usage - GreenShield leverages AI to help produce Job Descriptions and ideate on interview questions. We also leverage AI for interview transcription support.

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