Bilingual Senior Customer Success Manager

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.

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.

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.

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