Customer Success Manager (Mid Market)

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 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 engagement and wellness solutions, where you will play a vital role in driving positive change and making a real impact on the well-being of employees.
In addition to helping clients achieve their own success, you will be responsible for preserving revenue for existing clients as well as looking for opportunities for growth. Cross selling a variety of TELUS products will be a key element to achieving your targets in this role. 

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

• Develop and maintain strong relationships with clients, particularly C-level executives, conducting comprehensive business reviews, and collaboratively creating 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 contract renewals for existing TELUS Health solutions as well as identify opportunities for solution expansion.

• Manage your own “book of business” (group of customer accounts) to ensure you are maximizing revenue and contributing to TELUS Health’ growth.

What you bring

• 3 -5 years of experience in Account Management, Success Management, or other customer-facing relationship roles.

• Exhibits exceptional organizational skills and efficiency in providing premium level of service and personalized attention to clients

• Familiarity with the Employee Assistance, Wellness, Recognition, Perks, or Human Capital Management market is advantageous, along with customer relationship management experience in the Human Capital Management (HCM) space is an asset.

• Excellent verbal and written communication skills, including the ability to lead meetings, host webinars, negotiate, and communicate effectively with clients.

• Proficiency with essential tools such as laptops, email, Office apps, smartphones, and CRM applications such as Salesforce.
  High emotional intelligence and ability to resolve conflict wherever it arises

• Ability to be self-motivated and team-oriented
  Availability for occasional in-person client meetings

• Post-secondary education in Business, Human Resources, Health Sciences, Technology or related field

• Strong desire to grow bother personally and professionally

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

Salary Range:  $104,000 - $124,000

Sales Incentive Plan:  included above

MP Caveat sentence: Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. Additionally, TELUS offers rewarding benefits, which may vary per job function.

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.