Client Relationship Leader

lifeworks; Toronto; On-site; CAD 140,000 - 180,000; Full time

Benefits offered by this job

Comprehensive total rewards package

Job summary

TELUS Health is seeking a Client Relationship Leader to drive outcomes for large enterprise customers across Canadian Retirement and Benefits outsourcing. You will lead post-sales service delivery, manage risks, and pursue upsell opportunities while collaborating with Operations and Sales teams.

Strong leadership, strategic thinking and travel within Canada are required, with bilingual French/English a plus.

Qualifications

• Bachelor's Degree or higher in a relevant business field, or equivalent operational experience.
• 7-10 years of strategic client management experience.
• 5-7+ years of progressive experience across operations, implementation, and client management of benefits programs.
• Ability to exercise sound judgment, problem-solving and analytical skills.
• Experience winning new business via RFPs, expanding relationships to new geographies, and direct sales.
• Flexibility to manage multiple responsibilities and strong leadership and project management skills.
• Knowledge of regulatory requirements for Benefits, Pension, and Retirement Plans.
• Experience with contract management and negotiations.
• Availability to travel within Canada.

Responsibilities

• Client Relationship Management: Build deep client relationships, understand needs and goals to drive value realization.
• Service Delivery Leadership: Lead post-sales orchestration to meet or exceed service levels with Operations.
• Project Sponsorship & Monitoring: Sponsor and monitor projects ensuring alignment of status and results.
• Risk Management & Retention: Identify risks and develop mitigation plans; drive renewal strategies.
• Strategic Industry Insight: Provide insights for design and migration of industry solutions.
• Internal Stakeholder Alignment: Align Customer Success strategy with internal teams.
• Relationship Health & Advocacy: Maintain relationship health metrics and champion TELUS Health values.
• Financial Performance & Growth: Drive ROI initiatives and pursue upsell/cross-sell opportunities.

Skills

Client relationship management

Project sponsorship

Risk management

Strategic planning

Negotiation

Education

Bachelor's degree

Tools

CRM systems

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

The primary responsibility of the Client Relationship Leader is to drive successful outcomes for our large enterprise customers, with a focus on the delivery of Canadian Retirement and Benefits outsourcing solutions. In this role you will be instrumental in inspiring a customer-focused culture across the organization and will be a key contributor in driving our overall client retention and growth strategy. The Client Relationship Leader will help to ensure that clients are unlocking the true value of the TELUS Health suite of services and will be responsible for growing their portfolio by delivering sales against quarterly and annual targets that will be provided by their leadership team.

As a key leader of the business and our Customer Journey, you will help to define the Vision and Strategy for the Client Development organization and will drive company-wide processes for delighting our customers, measuring client satisfaction and relationship health, and identifying the levers that will drive sustainable growth.

What you'll do

• Client Relationship Management: Build deep client relationships, understanding their needs, strategic goals, and operating environment to drive adoption and value realization of purchased products and services.
• Service Delivery Leadership: Lead the post-sales orchestration of all resources to deliver on contractual obligations, manage scope, and ensure service levels are met and exceeded in partnership with Operations leadership.
• Project Sponsorship & Monitoring: Sponsor and monitor project management activities, ensuring alignment between client and TELUS Health teams on status and results.
• Risk Management & Retention: Identify risks and drive mitigation plans, including developing and executing client retention and contract renewal strategies.
• Strategic Industry Insight: Provide strategic insights and best methodologies for the design, implementation, adoption, and migration of emerging industry solutions.
• Internal Stakeholder Alignment: Coordinate with internal stakeholders to align on Customer Success strategy and objectives.
• Relationship Health & Advocacy: Maintain a reference-ready relationship health status (e.g., Net Promoter Score) and champion organizational initiatives, modeling TELUS Health's core values.
• Financial Performance & Growth: Drive initiatives for ROI and profitability, carry a growth quota, and actively pursue upsell and cross-sell opportunities for new products and services.

What you bring

• Bachelor's Degree or higher in a relevant business field, or equivalent operational experience.
• 7-10 years of strategic client management experience.
• 5-7+ years of progressive experience across multiple facets (e.g., operations, implementation, client management) of benefits program delivery, with preference for Defined Contribution, Defined Benefits, and H&W administration experience.
• Proven ability to exercise sound judgment, strong problem-solving, and analytical skills.
• Experience winning new business by participating in RFPs, extending existing account relationships into new geographies, and through direct sales approaches
• Demonstrated flexibility and adaptability to manage multiple responsibilities across the organization.
• Proven leadership and project management skills.
• Knowledge of regulatory requirements and standards for Benefits, Pension, and Retirement Plans.
• Experience with contract management and negotiations
• Availability to travel within Canada.

Great-to-haves

• Bilingual fluency in French and English is an asset, including the ability to communicate effectively in both languages verbally and in writing

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.) as part of this position's main responsibilities given its national scope.

Salary Range: $140,000 - $180,000

Sales Incentive Plan: $60,000 - $77,143

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience.

TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package high