Bilingual Senior Customer Success Manager (Temporary Replacement – 12 to 14 Months)

LifeWorks; Montreal; On-site; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Senior Customer Success Manager, where you will play a pivotal role in enhancing employee engagement and wellness for corporate clients. This exciting position involves leveraging your strategic planning and management skills to foster trusted advisor relationships, driving business development, and ensuring client success through innovative health solutions. With a commitment to building the healthiest workplaces, you will work in a dynamic environment that values diversity and collaboration. If you are passionate about improving lives through technology and have a knack for consultative problem-solving, this opportunity is perfect for you.

Qualifications

• 5-7 years in Account Management or Success Management roles.
• Strong negotiation and communication skills required.

Responsibilities

• Manage TELUS Health's major account portfolios effectively.
• Build trusted relationships with corporate clients.

Skills

Account Management

Customer Success Management

Consultative Problem-Solving

Project Management

Negotiation Skills

Communication Skills

Data Analysis

Salesforce

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Human Resources

Bachelor’s degree in Psychology

Bachelor’s degree in Health Sciences

Tools

CRM Software

Office Applications

Email

Job description

Senior Customer Success Manager (Temporary Replacement – 12 to 14 Months)

Apply locations Montreal, Quebec, Canada time type Full time posted on Posted Yesterday job requisition id R-17378

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 TELUS Health Employer Solutions team supports the health and wellbeing of over 35 million people worldwide through its clinical expertise, global presence, and digital wellness platforms. We are committed to building the healthiest workplaces on the planet.

Our Team and What We’ll Accomplish Together

TELUS Health's Employer Solutions supports the health and wellbeing of over 35 million people worldwide through its clinical expertise, global presence, and digital wellness platforms. We are determined to build 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 through proactive wellness solutions integrated into a digital ecosystem. These solutions enable employees to prevent and manage concerns related to family, health, personal life, finances, and work.

The TELUS Health Employer Solutions team focuses on delivering superior quality care through highly personalized services, enhanced employer and employee experiences, and simplified access to a broad range of services. These include Employee Assistance Programs (EAP), primary care, virtual care, preventive health, wellness, mental health, occupational health, and executive health services.

What You’ll Do

As a Senior Customer Success Manager, you will play a key role in building trusted advisor relationships with our corporate clients to help them increase employee engagement and achieve overall wellness through TELUS Health’s innovative solutions.

Your strategic planning, management, and evaluation skills will be essential to ensuring our clients' ongoing success. You will help drive business development by leveraging performance metrics and exploring new growth opportunities. With a results-driven approach, you will work closely with clients to define and achieve success.

Responsibilities

• Retain, grow, and manage TELUS Health's major account portfolios.
• Adopt a consultative approach with clients, demonstrating the ability to build strong relationships and partnerships by deeply understanding their needs, culture, and business challenges.
• Consistently showcase a superior capacity to consult on workplace or organizational issues and propose creative solutions.
• Maintain optimal client engagement by fostering relationships at all organizational levels, particularly with senior executives.
• Analyze and interpret data to recommend solutions addressing workplace health concerns.
• Be responsive, initiate escalation processes when necessary, and plan resolutions.
• Manage account profitability, collaborating with service delivery teams to ensure financially efficient contract management.
• Align efforts with senior leadership teams, as needed, and collaborate with Sales, Implementation, and other functional teams to represent the voice of the customer and enhance processes.
• Participate in proposal development and presentations to potential clients and support re-tendering processes for existing clients.

What You Bring

• Bachelor’s degree in Business Administration, Human Resources, Psychology, Health Sciences, or a related field.
• Five to seven years of experience in Account Management, Success Management, or other customer-facing roles; experience in B2B sales is an asset.
• Proven ability to deliver premium service and personalized attention to senior executives.
• Understanding of markets related to Employee Assistance Programs (EAP), wellness, mental health, health benefits, recognition, and perks.
• Highly effective consultative problem-solving and project management skills, with a drive to exceed client expectations.
• High emotional intelligence and the ability to resolve conflicts effectively.
• Strong negotiation and communication skills.
• Self-motivation and a team-oriented mindset.
• Proficiency in essential tools, including email, Office applications, and CRM software like Salesforce.
• Excellent organizational skills, efficiency, and exceptional follow-through.
• Availability for occasional in-person client meetings.

Great-to-Haves

• Excellent oral and written communication skills in both French and English.
• Experience in HR, wellness programs, and/or EAP.
• Previous experience in a sales environment.

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.

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.