Senior Client Success Specialist

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 clients 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 clients growth strategy.

Voice of the Customer and Cross-Functional Collaboration

• Synthesize field-level needs to influence the product roadmap while respecting MEDFARs 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 MEDFARs 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 drivers license and have access to a vehicle

Qualifications :

• 57 years of relevant experience in Enterprise account management post-sales Client Success or health technology deployment.
• Bachelors 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).

Additional Information :

Joining MEDFAR means playing a key role in the digital transformation of the healthcare system across Canada.

We offer:

• Remote work and flexibility
• RRSP contribution
• Comprehensive health insurance from day one
• Paid time off: 3 weeks 1 additional week between Christmas and New Year
• Annual training allowance ($1500) to support your professional development
• An onboarding program to help you get familiar with our environment and the digital healthcare field
• All IT equipment is provided with additional gear if needed
• Internal growth opportunities (promotions internal mobility)
• Support from a wellness and social committee with initiatives to foster team cohesion mental health and employee well-being
   

Join a dynamic environment where your expertise directly influences the evolution of the most innovative EMR on the market and contributes to modernizing healthcare in Canada and internationally.

With offices around the world fluency in both French and English is a must at MEDFAR. Because of the need to communicate with colleagues and/or customers in other provinces or countries bilingualism enables us to communicate in both languages while promoting the use of French. 

At MEDFAR we value diversity equity and inclusion within our team. We are committed to providing a work environment where every individual feels respected and supported regardless of their background identity or part of our commitment to a fair and inclusive recruitment process we offer accommodation to candidates who request it. If you need accommodation during your interview please let us know so that we can provide you with an adapted experience.

MEDFAR has voluntarily subscribed to an Equal Employment Opportunity Program (EEOP). We encourage applications from women visible minorities ethnic minorities aboriginal peoples and people with disabilities. When applying we invite you to complete this section which enables us to implement our Equal Employment Opportunity Program (EEOP). Self-identification is not compulsory but may enable you to benefit from hiring or promotion measures if you have the skills required for the job.

To better understand the self-identification process please consult this guide.

Remote Work :

No

Employment Type :

Full-time