Associate Customer Success Manager

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.

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.

What you’ll do

As an Associate Customer Success Manager you would play a crucial role in managing a dedicated group of clients. Your focus will be on driving growth within our customer base and cultivating long-term relationships. By delivering exceptional customer service, offering consultative support, and skillfully negotiating and renewing client contracts, you will contribute to the success of our Employee Assistance and Support Programs (EAP). Join our team and make a meaningful impact on our clients' well-being and satisfaction.

Responsibilities:

• Achieve identified revenue and growth targets.
• Respond to client inquiries and service requests pertaining to their programs and services.
• Execute client contracts and programs with precision and attention to detail.
• Ensure program governance by reviewing internal reporting and identifying any issues.
• Issue reports to clients to keep them informed and engaged.
• Manage the renewal process with appropriate internal teams.
• Provide client support, prepare for annual planning meetings, and conduct manager and employee orientations.
• Act as a liaison with internal departments to resolve any issues that may arise with clients.
• Manage and coordinate Quality Assurance Reviews.
• Follow up on manager consultations to address any concerns or questions.
• Update and utilize the CRM (Customer Relationship Management) system.

What you bring

• 3 years of experience in a sales/account management environment.
• Post-secondary education in Business, Human Resources, Health Sciences, Technology or related field and/or equivalent work experience.
• Demonstrated ability/potential to manage a book of business independently.
• Exceptional written and verbal communication skills.
• Ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities.
• Demonstrated ability to meet and exceed revenue targets.
• Excellent problem-solving, organizational, analytical, and Project Management skills.
• Proficiency with essential tools such as Outlook/Google Suite, Office apps, smartphones, Salesforce and CRM applications.

Great-to-haves

• Excellent oral and written communication skills in French is an asset.
• Previous experience with HR, Wellness programs, Employee Assistance Programs (EAP), Preventative Health, Occupational health, or Human Capital Management (HCM) space are considered an asset.
• There may be occasional in-person client meetings.

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.