Client Experience Manager

WHO WE ARE:

Odyssey Medical is a nationally incorporated Canadian business specializing in Event Medical and Risk Management services. Delivering approximately 2500 days of simultaneous event coverage annually, Odyssey supports private and public clients as they host events ranging in size, scale and complexity. Backed by credentialed and fully insured multidisciplinary response teams, Odyssey administers front-line patient care and programs across a range of events such as marathons, cycling races, obstacle and adventure courses, mass-gathering concerts and festivals, stadium-based events and community-focused celebrations. Additionally, Odyssey has experience supporting established venues such as nightclubs and film & TV sets with medical team coverage on a year-round basis. Odyssey has an established Medical Direction and symptom relief program to support first responders, medics and advanced medical team practitioners in providing efficient, discreet and exceptional care.

WHAT WE ARE LOOKING FOR:

Odyssey Medical is actively looking for an individual to join our Business Services Team as an Client Experience Manager, Ontario. We are seeking a dedicated team member who is committed to upholding our collective objectives:

• We take care of our PATIENTS by prioritizing risk-matched care that serves as a primary response to any on-location medical emergency that may arise.

• We take care of our CLIENTS by acting as an extension of their eyes and ears and projecting a welcoming yet alert presence while circulating within the event site and among participants.

• We take care of our CREW by building a culture of mutual support, fostering effective communication and promoting team collaboration to ensure that our skills develop and align with the ever-evolving needs of pre-hospital care.

WHAT YOU BRING TO THE ROLE - (Core Competencies and Qualifications)

• Demonstrated success in building and maintaining strong client relationships, preferably within a B2B (Business-to-business) environment.

• Excellent written and verbal communication skills are essential, with a particular emphasis on clear and concise email correspondence.

• Ability to communicate effectively and professionally during occasional client phone calls, demonstrating excellent phone etiquette and a pleasant demeanor.

• Strong organizational and multitasking skills with the ability to prioritize and manage multiple client accounts simultaneously.

• A natural relationship builder with interpersonal skills, capable of establishing and nurturing professional connections with both new and long-standing/high value clients.

• Problem-solving mindset, capable of handling customer inquiries and providing efficient solutions, with help from our Operations group.

• Familiarity with CRM software (Zoho, SmartSheet, or similar) and Google Suite is an asset.

WHAT A TYPICAL DAY LOOKS LIKE - (Key Responsibilities)

This position involves a balance of client-facing interaction and behind-the-scenes collaboration. You will be expected to maintain a professional front-of-house presence while working closely with internal departments (operations, logistics, accounting, etc. ) to ensure timely and effective service delivery.

The Client Experience Manager will concentrate on these five areas of responsibility:

1. Client Communication:

• Serve as the primary point of contact for business clients, responding promptly and professionally to inquiries via email and on occasion, by telephone.

• Proactively communicate with clients regarding event dates and, range of medical service requirements (hours/roles)

• Build and maintain strong relationships with key client contacts.

1. Operational Efficiency:

• Coordinate with internal departments (bookings, finance, operations, etc. ) to ensure client requests are addressed and fulfilled promptly.

• Manage customer accounts, tracking service requests and client feedback.

• Assist with onboarding new clients, providing them with the necessary information and resources for a smooth start.

1. Problem Resolution:

• Proactively identify potential service issues and implement preventative measures.

• Ensure potential clients receive comprehensive and accurate information about their medical services plan by reviewing quoting documents for accuracy, clarity, completeness and on-time delivery.

1. Data Management:

• Maintain accurate client records, including communication history, account details, and service issues using CRM software.

• Review customer satisfaction metrics to gather feedback and ensure ongoing satisfaction.

1. Compliance:

• Ensure compliance with company policies and standards for service quality and client communications (for example: predefined scripts, contracts, service agreements, and collecting pre-event deposits).

WORKING CONDITIONS:

• This position is 'in person' and is based in our Barrie office (28 Currie Street, Barrie, Ontario L4M 5N4)

• Complimentary parking is available.

• The position requires a full-time commitment, 35-40 hours per week.

• Standard office hours are Monday to Friday.

• While a standard schedule is in place, the nature of event planning sometimes necessitates flexibility and very occasional schedule modifications, always agreed upon in advance.

• The workload for this position is seasonal, with a high volume of events in the spring and summer, and a reduced pace in the fall and winter; where we focus on special projects and operational improvements.

FUTURE CAREER PATHWAY:

The Client Experience Managerplays a vital role in ensuring our business clients have a seamless and positive experience when interacting with Odyssey Medical. This position offers significant potential for growth and development, with opportunities to take on increasing responsibility in event risk planning and client management. With strong performance and a desire to grow, you could advance to roles such as Key Account Manager or Director of Customer Success.

We are committed to supporting your professional growth through ongoing tra.