Customer Success Manager

lifeworks; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

TELUS Health is seeking a Senior Customer Success Manager to lead alliances with enterprise clients and drive higher employee engagement and overall wellbeing through TELUS Health solutions in Toronto. You will develop trusted advisor relationships and continuously demonstrate a consultative approach to understand client needs and business issues.

You will analyze reporting, propose creative workplace health solutions, collaborate with Sales and Implementation teams, and help close contracts

Responsibilities

• Retaining, growing, and managing TELUS Health's large partner relationships
• Demonstrating consultative approach and understanding client needs
• Developing creative solutions to workplace and organizational issues
• Maintaining loyalty by building relationships at all levels, including C-suite
• Analyzing reports to recommend workplace health improvements
• Assisting with issue escalations and resolution planning
• Managing account profitability with delivery teams
• Aligning with senior leaders and collaborating with Sales and Implementation
• Participating in proposals and re-tender presentations
• Negotiating contracts and closing agreements
• Working with Associate Account Managers managing client accounts

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.

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 detai