Bilingual Customer Success Manager, TELUS Health's Employer Solutions

lifeworks; Montreal; On-site; CAD 70,000 - 110,000; Full time

Job summary

TELUS Health in Montreal is seeking a Customer Success Manager to drive ongoing success of our valued clients and partners.

You will quarterback strategic planning, manage reviews, and advocate for clients, ensuring their voices are heard and outcomes are achieved.

Join a rapidly growing wellness solutions leader and help improve employee well-being through TELUS Health's digital platform.

Responsibilities

• Maintain high client loyalty by building relationships at all levels, including C-level executives.
• Conduct business reviews and develop success plans to drive measurable client outcomes.
• Drive engagement with TELUS Health solutions through innovative communication strategies that enhance user adoption and persistency.
• Provide regular project updates, present product roadmaps, and facilitate strategic sessions to optimize solutions, set client success targets, and monitor KPIs.
• Advocate for clients, working closely with internal teams to deliver value and resolve challenges effectively.
• Identify opportunities for solution expansion and refer potential leads to the sales team for further exploration.

Skills

Relationship building

Account management

Communication skills

Negotiation

Job description

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.

What you'll do

As a Customer Success Manager, you will be at the forefront of driving the ongoing success of our valued clients and partners and advisors. 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 advocacy for our advisors and 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 wellness solutions, where you will play a vital role in driving positive change and making a real impact on the well-being of employees. Join our Customer Success team and take on the responsibility of building trusted advisor relationships with our partners and clients.

Together, we will drive higher employee engagement and elevate the level of wellness with the TELUS Health solution.

More specifically you will:

• Maintain the highest level of client loyalty by building and nurturing relationships at all levels within the client organization, particularly with C-level executives.
• Conduct comprehensive business reviews and collaboratively develop success plans that drive measurable client outcomes.
• Drive continued engagement with TELUS Health solutions through innovative communication strategies that enhance user adoption and persistency.
• Provide regular project updates, present product roadmaps, and facilitate strategic sessions to optimize solutions, set client success targets, and monitor key performance metrics.
• Share the company vision and product strategy with clients to align goals and expectations, ensuring release readiness and fostering collaboration.
• Create opportunities for clients to share ideas, best practices, and success stories, connecting them to a broader network of TELUS Health clients through events and industry collaborations.
• Solicit client feedback to inform product and operational improvements, promptly addressing issues and enhancing the overall customer experience.
• Advocate for clients, working closely with internal teams to deliver value and resolve challenges effectively.
• Drive client engagement through participation in events and networking opportunities, fostering a strong sense of community and customer advocacy.
• Manage renewals, negotiate contracts as needed, and coordinate the delivery of additional services.
• Identify opportunities for solution expansion and refer potential leads to the sales team for further exploration.

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, a