Mid-Market Account Manager

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:

• Impact
• Community
• Growth
• Excellence

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 [email protected].

AI Disclosure Statement

To ensure an efficient and fair review process, we utilize artificial intelligence tools to assist in the initial screening and assessment of applicants for this role.

Recruitment Fraud Notice

Dialogue only contacts candidates through official @dialogue.co email addresses. We never request payment, gift cards, or personal financial information at any stage of hiring, and we never extend an offer without a structured interview process. All open roles are listed exclusively at dialogue.co/en/careers. If you receive a suspicious communication claiming to be from Dialogue, do not respond - report it to [email protected] and verify the role on our official careers page.

Your role as Mid-Market Account Manager

Reporting to our Manager, Account Management, Mid-Market, we're looking for a Mid-Market Account Manager who will act as a trusted advisor to our growing portfolio of clients by managing renewals, retention and engagement strategies and driving long-term growth opportunities with a strong passion for delighting clients.

What you'll be doing

• Developing and maintaining important relationships with our beloved clients including engaging, reporting and ensuring long-term engagement with Dialogue through industry-leading client satisfaction
• Creating material to review account performance and supporting/proposing curated action plans to ensure our clients meet their engagement objectives and beyond
• Implementing strong, reliable renewal strategies based on account health and risk to reach ambitious retention goals and retain long-lasting relationships with our clients
• Be responsible for managing the end-to-end sales process for customer upsell and cross-selling opportunities. This includes, but is not limited to identifying, qualifying, capturing, and closing sales opportunities within your existing client portfolio.
• Mastering internal account management practices that allow for business process optimization and actively contributing to areas of opportunity for improvement within our department
• Mobilizing internal and external stakeholders to represent the voice of our customers and making their feedback as impactful as possible to influence the evolution of our products and processes
• Collaborating with cross-functional teams to continue to develop existing advisor relationships and influence growth within our client base

We'd love to hear from you if you have

• 2+ years of experience in account management and project management or client services
• Track record of performance and success (i.e. experience in a top-tier company, steep progression, community involvement, history of exceeding objectives, etc.)
• Demonstrated ability to build positive relationships with key stakeholders and act as a trusted advisor
• Strong ability to lead projects by mobilizing internal and external stakeholders and effectively identifying and organizing task deliverables
• Solid work ethic and proven time-management and prioritization capacity to deliver results and meet deadlines
• Experience managing or collaborating with Human Resources, Operations, and/or Finance departments is required
• Experience with Salesforce or within the insurance industry is a strong asset

At Dialogue, your well-being is our priority

Taking care of others also means taking care of our team! Depending on your role and employment status, you could have access to the following benefits:

• Access to the Dialogue app and virtual mental health support for you and your family
• Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
• 4 weeks vacation, 9 wellness days, and 1 volunteer day
• Hybrid work: 3 days/week in our Montreal offices, excluding remote roles
• Work abroad up to 4 weeks/year
• Incentive plans, referral bonuses & RRSP matching
• Learning via Coursera, external training budget & mentorship
• Optional parental leave top-up