Partner Success Specialist at Modular… · Calgary

About Modular Solutions

Founded in 2015, Modular Solutions delivers innovative technology to the insurance industry. Our modular, fully integrated platform enables insurers, mutuals, MGAs and brokers with programs with the ability to manage their entire operations seamlessly through a single software solution. Designed to be affordable and configurable, our platform empowers businesses to innovate, adapt and thrive in an evolving and competitive market.

Position Summary

We are looking for a detail-oriented and service-driven Partner Success Specialist with a solid foundation in insurance and a passion for delivering exceptional client support.

In this role, you will work closely with the Client Relations Director and cross-functional teams to onboard, train, and support both new and existing clients. You will assist insurers, mutuals, MGAs, and brokers with the successful setup, configuration, and ongoing optimization of their programs on our platform, providing responsive and knowledgeable support while helping continuously improve our service processes.

This role is ideal for someone who takes pride in client service, excels at communication and problem-solving, and thrives in a fast-paced, collaborative environment.

We are an AI-enabled team that uses AI tools daily to draft and refine client communications, create training materials, summarize issues, and streamline internal workflows. You don’t need to be an AI expert, but you should be comfortable using AI tools responsibly and exercising sound judgment when reviewing and validating outputs.

Key Responsibilities

• Respond promptly to support requests, ensuring accurate resolution or escalation as needed.
• Clearly communicate platform maintenance updates, product enhancements, and new feature releases to clients.
• Contribute to the creation and ongoing improvement of client-facing training materials, such as articles, how-to guides, and videos, to support scalable onboarding and ongoing learning.
• Lead and support client onboarding and ongoing training—both one-on-one and in group settings—while collaborating with internal SMEs to deliver best practices and personalized learning experiences.
• Build and maintain strong, long-term relationships with insurers, mutuals, MGAs, and brokers by delivering exceptional support and service.
• Maintain deep platform expertise to promote the adoption of new features, assist in troubleshooting, and help clients maximize value.
• Understand client needs and workflows to identify potential barriers to growth and propose effective, tailored solutions.
• Act as the voice of the client internally by providing feedback to cross-functional teams to support product and service enhancements.
• Align Modular Solutions' value with each client’s business goals, acting as a trusted advisor in ongoing engagements.
• Collect and document key information to support scoping and planning for future client initiatives or projects.
• Learn and use all internal technology systems as defined by Modular Solutions Inc.
• Other duties as required and requested by Modular Solutions Inc.

Required Qualifications

• 3+ years of experience in customer success, client support, product management, or another client-facing role
• Solid understanding of Property and Casualty insurance
• Familiarity with the roles of brokers, MGAs, underwriters, and mutuals is an asse
• Experience delivering client training and onboarding, both one-on-one and in group settings
• Strong problem-solving skills, with proven ability to troubleshoot issues and resolve conflicts in a client-facing environment
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences
• Proficiency in Microsoft Office, particularly Excel, Word, and PowerPoint
• Ability to identify and recommend process improvements to enhance client experience and team efficiency
• Highly organized and detail-oriented, with the ability to manage multiple priorities and adapt in a fast-paced environment
• Professional, service-oriented, and comfortable working both independently and collaboratively within a remote team
• Demonstrated commitment to continuous learning, particularly in insurance trends, regulatory changes, and platform innovation

Why Join Modular Solutions?

We’re more than just a workplace – we’re a supportive, growth-minded community. We are a fully remote company that still values real human connection. We collaborate virtually day-to-day and come together periodically for in-person team meetings and events.  You’ll be joining a passionate and knowledgeable team where you can be yourself, work on projects you’re passionate about, and grow your career with colleagues who have your back no matter where you’re located.

 

Some of the benefits and perks of working with us include:

 

• Be part of a rapidly expanding company with a cutting-edge platform that’s transforming how insurance is done.
• Work alongside a dedicated, passionate team of insurance and technology experts.
• Regular team building events and virtual/in-person meet-ups.
• Extended health, dental, and vision benefits to keep you and your family well.
• Access to an Employee and Family Assistance Program (EFAP) for wellness and personal support.
• Annual professional development allowance to support your learning and career growth.
• Extra time off provided beyond the standard statutory holidays and vacation.
• Recognition and rewards for accomplishments and career milestones.
• Share Appreciation Rights program giving you a stake in the company’s success.
• A team that values connection, both online and in-person with a flexible, remote work environment.

To Apply:

Please submit your resume and a brief cover letter outlining your relevant experience and what excites you about this opportunity. We thank all applicants for their interest; only those selected for an interview will be contacted.