Customer Success Associate

Role Overview:

We are looking for an articulate, organized, and proactive Client Success Associate to join our Vancouver office. In this multifaceted role, you will be the internal hub of our client operations - handling inside sales consultations, nurturing relationships with expecting parents, and delivering key administrative and executive support.

You will work directly alongside our executives and outside sales team to ensure a seamless experience from initial parent inquiry through to delivery day.

Key Responsibilities:

• Inside Sales & Lead Consultation: Proactively follow up with inbound parent inquiries (via phone, email, and meetings) to provide consultative guidance, answer questions about cord blood banking, and convert prospective leads into enrolled clients.
• Client Engagement & Care: Serve as the main point of contact for enrolled clients, managing high-touch client support, processing client registrations, and coordinating birth collection kit shipments and logistics. Use AI-driven tools (e.g., predictive analytics for leads) to enhance efficiency and track progress.
• Executive & Operations Assistance: Provide administrative support to company executives, maintain CRM database integrity, manage client files and billing, and assist with daily office coordination.
• Marketing & Content Support: Assist with marketing initiatives, including preparing sales client kits, managing social media touch points, or writing client blog content.
• Cross-Team Collaboration: Work hand-in-hand with our outside Healthcare Outreach team to process clinic referrals and manage incoming partnership leads.

What We're Looking For:

• Education: Completed Bachelor’s degree from an accredited Canadian university (Business, Communication, Psychology, Arts, Marketing, Science or Health Administration).
• Communication: Exceptional, native-level spoken and written English presentation skills; highly confident and empathetic over the phone.
• Work Style: Driven, detail-oriented, highly organized, and capable of prioritizing tasks in a fast-paced environment.
• Be ready to leverage AI extensively.

Salary: $23 - $26 per hour

About Healthcord:

An established Canadian biomedical company specializing in bringing advanced healthcare technologies to families to maximize their health and wellness.

Why Join Us?

• Unique opportunity for driven individuals who are looking to prove themselves in a growth-oriented position that provides the opportunity to showcase their ability and talent.
• Tremendous upward potential for those who are capable of producing results.
• Be part of a company that aims to make the latest health technologies accessible to improve the health and wellness of the average person.

How to Apply:

Apply with your resume, cover letter, and your answer to the following question:

This role involves speaking directly with expecting parents over the phone to guide them through enrollment. In 2-3 sentences, describe a time your verbal communications skills helped you build immediate trust with a client or customer.