AddressTELUS 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.
We are looking to fill a Senior, Customer Success Manager role, and we're on the hunt for an amazing teammate to join our team!
This role will be a mix of working from home and can be located in our Melbourne or Sydney offices (full-time opportunity).
Job Summary:
The Customer Success Team is responsible for the overall business and executive relationship with TELUS Health customers. The Senior Customer Success Manager (CSM) strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness through the TELUS Health solution.
The focus of the Senior CSM will be on the strategic planning, managing, and measuring of the ongoing success of our customer base. This will be achieved by leveraging performance metrics and finding new ways to grow and develop the business. The Senior CSM is outcome-focused and driven to help define and achieve client success.
This is an excellent opportunity to join a leading innovator focused on engagement and wellness solutions in a challenging and rewarding role. The ideal candidate is a highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.
Responsibilities:
- Retaining, growing, and managing large and complicated account portfolios in a way that creates value.
- Demonstrating a consultative client approach by developing a deep understanding of clients' needs and business issues and taking actions that strengthen partnerships with them.
- Continually demonstrating a highly developed capacity to consult on workplace/organisational issues and develop creative solutions for them.
- Maintaining the highest level of client loyalty by developing relationships at all levels within the client organisation, especially with C-level executives.
- Defining a partnership strategy for each assigned customer that aligns with our Business Development team to retain and grow our existing business.
- Analysing and interpreting reports to recommend solutions to address workplace health issues.
- Collaborate with internal stakeholders to positively represent the voice of our customer.
- Participating in proposal development and presentations to prospective organisations and existing clients during the re-tendering process.
Requirements:
- Bachelor's degree in Business, Health Sciences or a related field preferred or equivalent work experience required.
- 5+ years' experience in Account Management, Client/Customer Success Management or other customer-facing relationship roles required, additional experience in B2B sales is preferred.
- Proven track record of success in retaining and growing relationships with large (enterprise) accounts and managing complex partnerships.
- Experience with employee assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred.
- A strong consultative approach to problem-solving, project management and a desire to exceed client expectations at every turn.
- High emotional intelligence and ability to resolve conflict wherever it arises.
- Ability to work autonomously and as part of a team with highly developed organisational and time management skills.
- Highly proficient with Microsoft Office apps and CRM applications.
If you are a highly motivated individual with a passion for wellbeing and helping others become the healthiest version of themselves, we encourage you to apply for this exciting opportunity.
What's in it for you?
A fantastic range of employee benefits are on offer including training and development, service recognition, paid parental leave, volunteer leave and more. More importantly, you'll be contributing to the delivery of mental health and related services in a sector which has a critical impact on the health, wellbeing, and welfare of others.
- Proper completion of probity checks and adherence to State/Territory public health orders is required as part of the recruitment process for all TELUS Health roles.
TELUS Health is committed to the principle of equal employment opportunity for all employees and to providing employees with a safe work environment free of discrimination and harassment. We celebrate and embrace diversity in all its forms and have a zero-tolerance policy for violence, including domestic and family violence.
- To be eligible to apply, you must hold existing Australian work rights.
Where permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to talentacquisitiononboarding@telushealth.com.
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.
