Client Relationship Leader
3 days ago
TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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.
The primary responsibility of the Client Relationship Leader is to drive successful outcomes/ROI for our large enterprise customers, with a focus on the delivery of Canadian Retirement and Benefits outsourcing solutions. In this role you will be instrumental in inspiring a customer-focused culture across the organization and will be a key contributor in driving our overall client retention and growth strategy. The Client Relationship Leader will help to ensure that clients are unlocking the true value of the TELUS Health suite of services and will be responsible for growing their portfolio by delivering sales against quarterly and annual targets that will be provided by their leadership team.
As a key leader of the business and our Customer Journey, you will help to define the Vision and Strategy for the Client Development organization and will drive company-wide processes for delighting our customers, measuring client satisfaction and relationship health, and identifying the levers that will drive sustainable growth.
Responsibilities include:
- Building and nurturing strong client relationships to develop a holistic and deep understanding of our clients’ immediate needs, strategic imperatives, current programs, operating environment, challenges/opportunities, and operational maturity
- Leading the post-sales orchestration of all companywide resources to deliver on contractual obligations
- Lead execution of Service Agreement
- Partner with Retirement and Benefits Operations leadership in the management of scope, ensuring TELUS Health teams meet and exceed service levels
- Sponsor and monitor project management activity, ensuring client and TELUS Health teams share a consistent view of the status of any project and/or the results being delivered
- Driving initiatives to deliver ROI and ensure profitability
- Ensuring reference ready relationship health status (e.g., Net Promoter Score)
- Carrying a quota for growth opportunities with assigned clients
- Upsell new products and services
- Cross sell new products
- Identifying risks and driving mitigation plans
- Drive client retention strategy, considering TELUS Health’s and client’s perspectives
- Drive contract renewal strategy, proactively managing contract renewal process
- Perform oversight on the services delivered, addressing issues as they arise
- Based on a deep understanding of industry trends, providing insights and the best methodologies for design, implementation, adoption, and migration of emerging solutions in the industry
- Coordinating alignment with internal stakeholders around Customer Success strategy and objectives
- Driving accountability for successful adoption and value realization for the products and services our customers have purchased and identifying new opportunities to expand relationships
- As a leader in the organization, championing various organizational initiatives as assigned and modeling TELUS Health’s core values
- Participating in other critical projects as required
Succeeding as a Client Relationship Leader will require the following core qualifications and skills:
- Bachelor’s Degree or higher in relevant business or relevant operational experience
- 7-10 years of strategic client management experience
- 5-7+ years of progressive experience in multiple facets (e.g., operations, implementation, client management) of a benefits program delivery (Defined Contribution, Defined Benefits and H&W administration experience preferred)
- Proven ability to exercise sound judgment and strong problem-solving skills
- Proven analytical, research and problem-solving skills
- Demonstrated flexibility and ability to adapt to multiple responsibilities encompassing multiple areas within the organization
- Proven leadership and project management skills
- Familiarity with contract management and negotiations an asset
- Availability to travel within Canada
- Leading individual business development activities throughout the sales cycle with prospective and existing clients and strategic partners across the globe
- Winning new business by participating in RFPs, extending existing account relationships into new geographies, and through direct sales approaches
- Developing strong relationships with key contacts within prospect organizations and leading brokers/ benefits consultants
- Building and nurturing relationships with new and existing clients, working closely with key individuals at multiple levels and functional areas, including the C-suite.
- Presenting at client events, finalist presentations an
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