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

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.

This is why we offer employers a range of services and tools designed to help employees be happier, more productive, and healthier. These wellness solutions, based on a proactive approach and integrated into a digital ecosystem, empower employees to prevent and manage concerns related to family, health, personal life, finances, and work.

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.

At TELUS, employees have access to high-quality wellness support and resources. We foster an innovative and collaborative work environment that encourages personal and professional growth. We value individuals and teams passionate about excellence. Join us and elevate your career.

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.

This is an outstanding opportunity to hold a rewarding and challenging position with a leading innovator in engagement and wellness solutions. We are seeking a highly energetic individual capable of building trusted relationships and passionately dedicated to helping clients thrive. If you excel in a collaborative environment, join us to make a difference.

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

• Excellent oral and written communication skills in both French and English.
• 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

• 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.

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.