Senior Customer Success Manager

Senior Customer Success Manager page is loaded Senior Customer Success Manager Apply locations Toronto, Ontario, Canada Halifax, Nova Scotia, Canada time type Full time posted on Posted 7 Days Ago job requisition id R-15534

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

TELUS Health's Employer Solutions supports the health and wellbeing of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platforms. We’re committed to building the healthiest workplaces on the planet.

That’s why we offer employers a range of services and tools to empower healthier, happier, and more productive employees with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

The TELUS Health's Employer Solutions team is focused on delivering high quality care through highly personalized care, enhanced employers and employees experiences and easy access to a broad range of services such as Employee Assistance Program (EAP) as well as primary care, virtual care, preventive health, wellness, mental health, occupational and executive health.

At TELUS, our employees have access to high-quality well-being support and resources. We foster an innovative and collaborative work environment that supports your personal and professional growth. We value individuals and teams who bring passion and a commitment to excellence.
Join us and thrive.

What you’ll do

As a Senior Customer Success Manager, you will play a pivotal role in building trusted advisor relationships with our enterprise clients, driving higher employee engagement, and enhancing overall wellness through TELUS Health's innovative solutions.

Your strategic planning, management, and measurement skills will be key in ensuring the ongoing success of our customer base. Leveraging performance metrics and exploring new growth opportunities, you will be instrumental in driving business development. With a focus on outcomes, you will work closely with clients to define and achieve their success.

This is an exceptional opportunity to join a leading innovator in engagement and wellness solutions, offering a challenging and rewarding role. We are seeking a highly energetic and trusted relationship builder who is passionate about helping clients succeed. If you thrive in a collaborative and fast-paced environment, we invite you to join our team and make a significant impact.

Responsibilities
 

• Maintaining the highest level of client allegiance by developing relationships at all levels within the client organization, particularly the C-level executives

• Demonstrating a consultative client approach, with an ability to build strong relationships and partnerships with our clients, by developing a deep understanding of the clients’ needs, cultures and business issues

• Continually demonstrating a highly developed capacity to consult around workplace and/or organizational issues and developing creative solutions for those issues

• Retaining, growing and managing TELUS Health's large account portfolios

• Analyzing and interpreting data to recommend solutions to address workplace health issues

• Assisting with escalations, and solution planning

• Managing the account profitability including working with service delivery teams to support financially efficient management of the contract

• 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

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

 
What you bring

• 5 - 7 years of experience in Account Management, Success Management or other customer facing relationship role; experience in B2B sales is an asset

• Experience in providing premium level of service and personalized attention to C level clients

• Understanding Employee Assistance Programs (EAP), Wellness, Mental Health, Health Benefits, Recognition, Perks or Human Capital Management market

• A highly effective consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn

• Ability to review and analyze statistical information, data, and highlight program trends and usage

• High emotional intelligence and ability resolve conflict wherever it arises

• Desire and ability to negotiate and communicate successfully with clients

• Ability to be self-motivated and team-oriented

• Proficiency with essential tools such as laptops, email, Office apps, smartphones, and CRM applications such as Salesforce.

• Excellent organizational skills, combined with efficiency and exceptional follow through

• Availability for in-person client meetings as travel and in-person meetings will be expected as part of the role

• Experience with revenue targets.

• Undergraduate degree in Business, Human Resources, Psychology Health Sciences, or related field

Great-to-haves

• Excellent oral and written communication skills in French is an asset

• Previous experience with HR, Wellness programs, and/or EAP considered an asset

• There may be occasional in-person client meetings

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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. 

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

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.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

About Us

Being part of the team at TELUS Health is more than a job; it’s a career-defining experience.

It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way.

A place to experience more

Find the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.

Talented people who care

Coming to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.

Work that matters

Make a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.

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