Customer Success Manager

TELUS

Leading the world. From our global-best technology and commitment to putting customers first to our passion to drive social change, we're helping make the world a better place for generations to come. Let's make the future friendly, together.

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.

The Customer Success team is responsible for the overall business and executive relationship with TELUS Health 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 TELUS Health solution.

Responsibilities

• Maintain the highest level of client loyalty by developing relationships at all levels within the client organisation, 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 TELUS Health solution by providing innovative communication programs focused on user uptake and persistency.
• Ongoing project status.
• Upcoming Product Roadmap presentations.
• Strategy sessions and solution optimisation.
• Establish recurring targets and monitor performance.
• Provide information about TELUS Health 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 TELUS Health 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 TELUS Health 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.

• 💬 Customer Advocacy and Feedback
  

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 👍🏼 Adoption and Success Management
  

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 🤝 Relationship Building
  

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 👥 Collaboration
  

  Works with others by being open, clear in communication and listening to achieve goals

• 🤓 Learning agility
  

  Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems