Your role as a Senior Account Manager

Reporting to our Senior Manager, Customer Success, Azelie Pouliot, we are seeking a Senior Account Manager who will serve as a trusted advisor to our expanding portfolio of clients. Your mission will be to drive client success through strategic management of renewals, retention, and engagement initiatives, while identifying and nurturing long-term growth opportunities. You will manage Dialogue’s most strategic clients and partners, leading complex projects and collaborating with internal teams and external stakeholders (brokers, advisors, executives) to build trust, foster lasting relationships, and deliver exceptional client experiences with a passion for exceeding expectations.

What You’ll Do

• Build and nurture strong client relationships, serving as a trusted advisor and advocate to ensure long-term partnerships
• Gain an in-depth understanding of each client’s business, including their objectives, challenges, and competitive landscape, to provide tailored solutions
• Proactively identify and mitigate risks within the client portfolio, working closely with internal teams to deliver solutions that not only meet client expectations but also align with business objectives
• Create and execute effective client retention strategies that drive client satisfaction, loyalty, and ongoing engagement
• Spot opportunities for revenue growth, collaborating with internal stakeholders to craft and implement strategies that meet sales targets and boost overall profitability
• Act as a key point of escalation for client concerns, ensuring issues are resolved swiftly and to the client’s satisfaction
• Prepare and present regular client reports, showcasing key performance metrics, achievements, and areas for improvement to foster transparency and trust

What You Bring

• Bachelor's degree in business administration, marketing, or health related field
• 5+ years of experience in client relations or account management, preferably in a B2B and/or human resources or health and wellness benefits environment
• Experience managing large and complex client portfolios with the use of administrative and organizational tools (Salesforce experience is an asset)
• Strong leadership skills, with the ability to influence and mobilize internal and external stakeholders
• Demonstrated ability to build positive and trusting relationships with key stakeholders and act as a trusted advisor
• Strong strategic and critical thinking abilities, with the ability to assess risks and opportunities and propose effective solutions
• Excellent organizational and time-management skills, with a strong work ethic and proven ability to meet deadlines
• Adaptable and innovative, with the ability to identify gaps in processes and propose new ways of working

Feel like you can make a difference? Good news, we saved you a seat!

• A fully funded benefits plan, including a wellness reimbursement program
• Unlimited access to a variety of Dialogue’s programs for you and your immediate family
• 4 weeks of vacation, 9 wellness days and 1 paid volunteer day
• A hybrid work approach that involves 3 days per week in our beautiful Toronto office
• Access to a custom learning program, including an allocated budget for continuous external training
• An optional parental benefits program
• Qualifying permanent and part-time employees are eligible for a Group Retirement Savings Program (GRSP) with a matching employer contribution from their first day at Dialogue, in accordance with policy terms

About Dialogue

Dialogue is the #1 virtual care provider in Canada. By developing our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.

When it comes to our work, we set the bar high. Together, we’re transforming health and helping millions improve their well-being. We’re firm believers that great people don’t settle on:

Feel like you can make a difference? Good news, we saved you a seat!

Come as you are. As a proud equal-opportunity employer, Dialogue is dedicated to creating a diverse and inclusive workplace for everyone. Qualified applicants will be considered regardless of citizenship, ethnicity, race, colour, religion, gender, gender identity or expression, sexual orientation, disability, age, or veteran status. Applicants who require specialized accommodation are encouraged to contact accessibility@dialogue.co.