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 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.
- 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.