Customer Success Manager

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

Our Customer Success team in Quebec is growing This role is the result of the positive changes within our team and a testament to one of our core values: professional development. If you want to be a part of this journey, continue to read.

Summary

The Customer Success team is responsible for the overall business and executive relationship with LifeWorks’ customers. The Customer Success Manager strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness with the LifeWorks solution.

**Responsibilities**:

- Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives.
- Conduct ongoing business reviews that measure client success and build plans to achieve client success including:

- Driving continued engagement of the LifeWorks solution by providing innovative communication programs focused on user uptake and persistency
- Ongoing project status
- Upcoming Product Roadmap presentations
- Strategy sessions and solution optimization
- Establish recurring targets and monitor performance
- Provide information about LifeWorks’ company vision and product strategy as well as release readiness activities
- Share best practices and connect clients to other clients to share ideas and industry best practices
- Create high levels of customer advocacy and engagement
- Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience
- Work closely with operational counterparts inside LifeWorks to drive issues to closure
- Continually advocate for Clients and find new ways to add value to the Client
- Drive client engagement by connecting clients to the broader LifeWorks community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices collaboration
- Manage and negotiate the renewal process when needed
- Coordinate contracting and delivery of additional ad-hoc services
- Identify additional solution expansion opportunities and refer to sales

Succeeding as a Customer Success Manager will require the following core qualifications and skills:

- 2-5 years of experience in Account Management, Success Management or other customer facing relationship role
- Post secondary education in Business, Technology, or a related field
- Professional-level oral and written fluency in French is required
- Professional-level oral and written fluency in English is an asset
- Familiarity with Employee Assistance, Wellness, Recognition, Perks or Human Capital Management market is an asset
- Customer relationship management experience in the HCM space is ideal
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
- Desire and ability to negotiate and communicate with clients
- High emotional intelligence and ability resolve conflict wherever it arises
- Highly self-motivated and team oriented
- Ability to work virtual in a professional manner
- Highly organized and efficient with exceptional follow through

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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks office or customer premises.

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.