Customer Success Manager

Socket.dev; Quebec; On-site; CAD 90,000 - 130,000; Full time

Job summary

TELUS Health is seeking a Senior Customer Success Manager to lead strategic partnerships with enterprise clients in our Alliances team. You will cultivate trusted advisor relationships, drive higher employee engagement, and optimize wellness outcomes through TELUS Health's digital platform.

Your focus will be on planning, managing, and measuring ongoing success using performance metrics, while exploring opportunities to grow the business.

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.

TELUS Health's Employer Solutions support the total health and wellbeing of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work. As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our Employer Solutions use innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use. Our employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Our team and what we’ll accomplish together

The Alliances Customer Success team is responsible for the overall business and executive relationship with TELUS Health's channel partners. The Senior Customer Success Manager strives to build trusted advisor relationships with our enterprise clients and help them drive higher employee engagement and an overall better level of wellness through the TELUS Health's solution.

The Customer Success Manager’s focus will be on the strategic planning, managing, and measuring of the ongoing success of our customer base by leveraging performance metrics and finding new ways to grow and develop the business. The Senior CSM is outcome-focused and driven to help define and achieve client success.

This is an excellent opportunity to join a leading innovator focused on engagement and wellness solutions in a challenging and rewarding role. The ideal candidate is highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.

What you’ll do

• Retaining, growing and managing TELUS Health's large Parter Relationships
• Demonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to their client base, by developing a deep understanding of the clients’ needs and business issues
• Continually demonstrating a highly developed capacity to consult around workplace and/or organizational issues and developing creative solutions to those issues
• Maintaining the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives
• Analyzing and interpreting reporting to recommend solutions to address workplace health issues
• Assisting with issue escalations, and solution planning
• Managing the account profitability including working with service delivery teams to support financially efficient management of the contract
• Alignment with Senior Leadership teams as required, and collaborate with Sales, Implementation teams and other enabling groups to represent the voice of our customer and impact processes in a positive way
• Participating in proposal development and presentations to prospective organizations and/or when existing partners go through a re-tendering process
• Negotiating contracts and closing agreements
• Working with Associate Account Managers who manage the individual client accounts within the partnership

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.

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.