Customer Account Coordinator
Company
Strongest Families Institute (www.strongestfamilies.com) is a rapidly growing charitable organization, powered by its people and more importantly, it is piloted by talented, customer-focused individuals who value integrity, innovation, and quality. We are looking for polite, hard-working candidates who want to build a rewarding career, with great benefits and opportunities for advancement, in a dynamic and collaborative work environment. We deliver mental health services to children, youth, adults, and families, from a distance using educational materials and virtual guidance from a ‘telephone support coach’. Coaches work with children, youth, adults, and families to discuss the material, problem solve and provide support. We are a family, and our family continues to grow!
Job Description
As part of the business development team, you will assist the key leadership staff to promote the message of Strongest Families Institute and assist in helping to achieve the strategic goals of the organization. You will help coordinate customer accounts by tracking client account progress, funding, provide reports on progress to clients, maintain Salesforce, and assist with contract maintenance for 90% of the time. The other 10% of your time will be assisting with SFI business development, identifying and pursuing new funding opportunities, responding to leads and converting them into new clients, present to prospective clients and assist with negotiating new contracts.
Duties and Responsibilities
· Utilize various tracking systems to monitor client account progress with referral/funding utilization and outcomes. Provide timely reports to director. Understand SFI’s metrics and benchmarks to maintain specification for reporting needs of our internal and external clients
· Develop and distribute customer reports using automated reports and dashboards with the help of Power BI and other reporting tools (Excel, CSV, IRIS reports). Working closely with data analytics team to ensure timely and accurate reporting
· Manage relationships with internal SFI departments to ensure effective change management and communication processes are followed when updating staff on any contractual changes or new contract funding increases that impact any aspects of operations.
· Assist in maintaining a high level of customer satisfaction among existing contract accounts by meeting their needs and resolving issues in a timely and professional manner, escalating issues to the director
· Provide oversite of referral processing team to ensure customer satisfaction and contract utilization
· Conduct market research and identify trends that will help expand our program reach among private and public/government sectors
· Daily, weekly, and monthly tracking of progress on all accounts to monitor usage of services, understanding the target benchmarks set that align with the contract budget and reporting issues to the director in a timely manner
· Facilitate communications among internal departments on progress on all accounts to ensure benchmark targets are met
· Perform other tasks as required
Qualifications/Experience
· Undergraduate degree, preferably in business, health services or psychology (or equivalent experience)
· Experience with data analysis, critical thinking, strong organizational skills, project management skills and excellent problem solving skills
· Experience with DAX and advanced Excel
· 2-4 years of experience in sales, account management, consulting, healthcare
· Comfort working remotely, independently as well as part of a collaborative team and company
· Proven ability to communicate, present and influence key stakeholders within customer organizations
· Strong leadership skills
· Experience delivering client-focused solutions to customer needs
· Ability to deliver engaging presentations
· Thrive in a fast-moving environment while managing multiple priorities
· Technologically agile, adept in learning and integrating new applications and platforms
· Solid experience with CRM software (e.g., Salesforce), MS Office
· Experience in a not-for-profit, government relations, and Bilingualism (French/English)
· A combination of the above noted skills will be considered.
This is a unique opportunity to work for a growing and thriving charity, doing meaningful work in mental health! We offer a competitive compensation structure including full health and dental benefits, pension plan as well as flexible remote working options. Strongest Families is committed to creating a diverse and inclusive work environment that invests in building a culture of appreciation and respect. We offer equal opportunity to all candidates seeking employment.
About Working with Us:
· We are a collaborative group of dynamic people with a passion for what we do. We enjoy working closely together and sharing in each others’ successes as well as offering our assistance to help you succeed in your role.
· We value our team culture and believe in being accountable to each other and our clients. We provide a judgement free environment where everyone is welcomed and celebrated. We strongly believe in diversity, equity, accessibility, and inclusion and offer several ways for you to become involved in the organization to help contribute to our workplace community.
What We Offer:
· A hybrid working model – work remotely or within our office
· All equipment will be supplied to you so that you can put your best foot forward in your career.
· We believe in training and supporting our staff with additional learning and development opportunities.
· Group Benefits plan (health and dental, life insurance) as well as an EAP program
· Comprehensive and competitive defined benefit Pension Plan
· Paid vacation and sick days
· Compensation commensurate to experience.
Strongest Families is committed to creating a diverse and inclusive work environment that invests in building a culture of appreciation and respect. We offer equal opportunity to all candidates seeking employment.
If you feel like SFI is the right fit for you, tell us why! Please apply with resume and cover letter by April 20, 2023
Job Type: Full-time
Salary: $22.00 per hour
Benefits:
- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- Work from home
Flexible Language Requirement:
- French not required
Schedule:
- Day shift
Work Location: Remote
Expected start date: 2023-05-29
