Client Manager

LifeWorks; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading health solutions provider in Toronto is seeking a Client Manager to manage enterprise client relationships. This role involves ensuring excellent service delivery for SaaS solutions and building strong partnerships with clients. The ideal candidate has over 12 years of experience in account management and excellent communication skills. The position offers a flexible work arrangement with a comprehensive benefits package.

Benefits

Comprehensive benefits package

Flexible work arrangement

Career growth opportunities

Qualifications

• 12+ years of experience in client services or account management.
• Strong ability to build relationships with senior executives.
• Proven ownership of client relationships.

Responsibilities

• Manage complex enterprise client relationships.
• Ensure exceptional service delivery for SaaS solutions.
• Monitor client satisfaction and manage requests.

Skills

Client relationship management

Problem-solving

Communication skills

Account management

Education

University degree in a related field

Tools

Azure DevOps

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.

Join our team and what we’ll accomplish together. Imagine being the trusted advisor to organizations across North America, helping nine million people access the benefits and retirement security they deserve. At TELUS Health Retirement and Benefits Solutions, you won't just manage accounts – you'll be the strategic partner that transforms how businesses care for their people.

For nearly three decades, we've been pioneers in automated administration services, and our cutting‑edge platform continues to set industry standards. Now, we are looking for an exceptional Client Manager to join our growing Retirement and Benefits Solutions Ongoing Services team at TELUS Health.

This is a strategic client‑facing role responsible for managing complex enterprise client relationships and ensuring exceptional service delivery for our enterprise SaaS solutions. The successful candidate will serve as the primary point of contact for large‑scale clients, managing the full spectrum of client services from ongoing support to the implementation of growth opportunities.

This role will initially focus on one account and will expand to manage multiple enterprise clients. The position requires a seasoned professional who can operate autonomously while building strong relationships with both internal teams and external executives.

What You’ll Do

Client Relationship Excellence

• Establish and maintain excellent client relationships with external large‑scale enterprise clients as the primary client‑facing representative
• Proactively monitor client satisfaction and manage requests, escalations, and communications
• Attend and prepare regular status meetings with clients and internal stakeholders
• Prepare and deliver presentation materials to executives at all levels, both internal and external

Account Leadership

• Monitor and track all client requests to ensure appropriate assignment to internal teams with clear ownership, accountability, and timely completion
• Become the trusted face of TELUS Health, managing every ticket, email, and phone call with precision
• Triage complex requests and guide our talented analyst team toward optimal solutions
• Ensure quality service delivery in accordance with service level agreements
• Provide expert guidance during critical and escalated situations

Revenue & Growth Leadership

• Identify and respond to 'Out of Scope' opportunities to meet and grow revenue targets
• Ensure out‑of‑scope opportunities generate required profits
• Organize and manage change order projects to deliver additional services

  Strategic Collaboration

  • Work closely with implementation teams, analysts, and support services to ensure optimal client experience
  • Collaborate with Client Relationship Leads to identify opportunities across TELUS Health service lines
  • Partner with technical teams to understand and communicate complex technical components to clients
  • Collaborate with TELUS Health legal team to ensure contracts accurately represent services provided

  What You Bring

  Essential Requirements

  • University and/or post secondary education in administration, quality assurance, computer science, or related field
  • 12+ years of progressive experience in client services, account management, or related roles
  • Demonstrated ability to build and maintain relationships with senior executives and stakeholders
  • Strong track record of taking ownership of client relationships and driving results
  • Invoicing and billing expertise with budget management experience
  • Experience with ticketing systems (Azure DevOps or similar platforms)
  • Exceptional English communication skills (written and verbal) with ability to present to all organizational levels
  • Ability to understand complex business needs and identify optimal solutions
  • Proven ability to manage priorities and meet deadlines in dynamic environments
  • Self‑starter with ability to work independently and become productive quickly
  • Must have authorization to work on US client accounts, which involves cross‑border travel
  • Technical aptitude to understand complex solution components

  Assets

  • Pension and Health and welfare domain experience
  • SaaS platform experience, particularly in high‑availability environments
  • Experience managing system outages and crisis situations
  • Knowledge of pension administration and/or quality assurance
  • Previous experience in consulting or professional services environments
  • Thrive in dynamic environments where priorities shift and deadlines matter

  What's In It For You

  • Comprehensive TELUS Health benefits package
  • Opportunity to join a growing, dynamic team with strong leadership support
  • Exposure to cutting‑edge SaaS solutions in the pension and benefits space
  • Career growth opportunities as the client portfolio expands
  • Flexible Work: Remote work arrangement with occasional travel for relationship building
  • Collaborative environment with experienced professionals who have been with the company long‑term
  • High degree of independence and decision‑making authority in this senior role
  • Direct influence on client satisfaction and business growth for major enterprise accounts
  • Work with cutting‑edge technology solutions in the pension and health benefits sector
  • Autonomy with Support: Independent work environment with a collaborative, learning‑focused culture
  • Career Trajectory: Clear path from single‑client focus to multi‑account portfolio management

  Ready to be the bridge between innovation and impact? Let's accomplish something extraordinary together!

  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.

  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.