Customer Success Manager

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Our team and what we’ll accomplish together
The Customer Success Manager (CSM) strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness through TELUS Health solutions. The CRM’s focus will be on strategic planning, managing, and measuring the ongoing success of their customer base by finding new ways to grow and develop TELUS Health services and product usage in their portfolio of customers. The CRM is outcome-focused and driven to help define and achieve client success.

What you’ll do

• Achieve agreed annual target by retaining, growing, and managing their account portfolio.

• Demonstrate a consultative client approach, with an ability to recognise what actions will demonstrate strong partnership to their client base, by developing a deep understanding of the clients’ needs and business issues.

• Continually demonstrate a highly developed capacity to consult around mental health and wellbeing workplace/organisational issues and develop creative solutions to those issues.

• Share best practices and connect clients to other clients to share ideas and industry best practices.

• Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives.

• Analyze and interpret reporting to recommend solutions to address workplace health issues.

• Assist with issue escalations and solution planning.

• Manage the account profitability including working with the Wellbeing Support Team to support financially efficient management of the contract.

• Work in alignment with Senior Leadership teams as required, and collaborate with Sales, Implementation teams, and other enabling groups to represent the voice of our customer and impact processes in a positive way.

• Participate in proposal development and presentations to prospective organisations and/or when existing clients go through a re-tendering process.

• Negotiate contracts and close agreements.

• Oversee administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is complete.

What you bring

• 3 years’ experience in Account Management, Client Relationship Management, or other customer-facing relationship role; experience in a consultative B2B sales role is a significant asset.

• Familiarity with Employee Assistance, Wellness, Health Benefits, Recognition, Perks, or Human Capital Management market.

• Technical proficiency with the tools of the trade including Microsoft Office Suite including Outlook and Excel, Microsoft Teams, CRM applications (e.g., Salesforce).

• Proven consultative approach to problem-solving and project management, combined with a desire to exceed client expectations at every turn.

• Strong organisational and time management skills, including exceptional follow-up and follow-through.

• Desire and ability to demonstrate business acumen and subject matter expertise in negotiations and communications with clients.

• High emotional intelligence, and ability to resolve conflict wherever it arises.

• Strong sense of initiative, self-motivation.

• Strong interpersonal, collaboration, and teamwork skills.

• Ability to manage a territory of clients and prioritise your time and travel (travel requirement: Up to 30%).

• Bachelor’s degree in business, Human Resources, Health Sciences, or a related field preferred, or equivalent work experience required.

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. 

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.