Customer Success Manager
6 months ago
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.
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.
Our team and what we’ll accomplish together
As a Customer Success Manager, you will be at the forefront of driving the ongoing success of our valued clients. You will quarterback the strategic planning, management, and measurement of their success through various initiatives such as on-site business reviews, product roadmap presentations, and customer community events. Your role will also involve being a strong advocate for our clients, ensuring their needs are met and their voices are heard.
Successful Customer Success Managers are laser-focused on achieving outcomes and are passionate about helping clients define and achieve their own success. This is an exceptional opportunity to join a rapidly growing leading innovator in wellness solutions, where you will play a vital role in driving positive change and making a real impact on the well-being of employees.
Join our Customer Success team and take on the responsibility of building trusted advisor relationships with our clients. Together, we will drive higher employee engagement and elevate the level of wellness with the TELUS Health solution.
**Responsibilities**:
- Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly C-level executives- Conduct comprehensive business reviews, and collaboratively create success plans.- Drive engagement of TELUS Health solutions through innovative communication programs and strategies, providing regular project updates and presenting product roadmaps.- Facilitate strategy sessions to optimize solutions, set targets for client success, and monitor performance metrics.- Share company vision and product strategy with clients to align goals and expectations, fostering a collaborative environment and cultivating customer advocacy.- Solicit feedback from clients to drive product and operational improvements, resolving issues promptly and effectively, and driving client engagement through events and networking opportunities.- Manage renewals, coordinate additional services, and identify opportunities for solution expansion, referring leads to the sales team.
What you bring- 3 -5 years of experience in Account Management, Success Management, or other customer-facing relationship roles.- Post-secondary education in Business, Human Resources, Health Sciences, Technology or related field and/or equivalent work experience- Exhibits exceptional organizational skills and efficiency in providing premium level of service and personalized attention to clients- Familiarity with the Employee Assistance Programs (EAP), Wellness, Preventative Health, Occupational health health, or Human Capital Management (HCM) market is advantageous, along with customer relationship management experience in the HCM space.- Excellent verbal and written communication skills, including the ability to lead meetings, host webinars, negotiate, and communicate effectively with clients.-
- High emotional intelligence and ability to resolve conflict wherever it arises- Ability to be self-motivated and team-oriented
Great-to-haves- Excellent oral and written communication skills in French is an asset- Previous experience with HR, Wellness programs, Employee Assistance Programs (EAP), Preventative Health, Occupational health health, or Human Capital Management (HCM) space
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