Senior Client Service Manager

Intello Technologies Inc.; Belleville; Remote; CAD 89,000 - 133,000; Full time

Job summary

A leading technology company in Canada seeks a Senior Client Service Manager to ensure the success of client relations and programs. This role offers a salary range of $89,000 to $133,000, along with a 15% performance bonus. Candidates should have 5-7 years in client services, preferably in healthcare. Join a team focused on creating value for clients through innovative solutions.

Benefits

Comprehensive total rewards package

Flexibility to work in-office or remotely

Generous company matched pension program

Qualifications

• 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes.
• Demonstrated knowledge of the health informatics and digital health industry in Canada.
• PMP designation is an asset.

Responsibilities

• Acting as a trusted advisor and point of contact for clients.
• Lead overall client services to ensure requirements are met.
• Support a team of skilled resources, including project management.

Skills

Project Management Experience

Strategic Mindset

Financial Acumen

Operational Know-How

Communication Skills

Data Familiarity

Decisive Nature

Thrive on Ambiguity

Love of a Fast Paced Environment

Education

Undergraduate degree in Business, Health Sciences or other related fields

Job description

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Jobs by Category: Health

Job Function: Health Solutions

Status: Full Time

Schedule: Regular

Description

Join Our Team

The TELUS Health team is seeking a highly organized and detail-oriented leader to join our team. As a Senior Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of an innovative client relationship and program. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

What you’ll do:

• Acting as a trusted advisor and point of contact for our clients regarding their engagement with TELUS Health Personal Health Records and Digital Front Door products
• Lead overall client services to ensure requirements and roadmaps are met
• Support a team of highly skilled resources including project management, facilitation of team meetings, escalation resolution and response
• Liaise with internal stakeholders of the greater TELUS Health Team and executive leadership to provide updates on this important initiative
• Spearhead prioritization and change request processes with client, liaising with product, finance and sales teams to develop cohesive and detailed plans and financial assessments
• Lead and mentor the individuals working alongside you to maintain a high performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
• Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
• Develop effective presentations, reporting and tracking of all client activities
• Contribute to the business growth, with customer experience at the core of your efforts
• Maintain operational, quality and financial effectiveness of the client program
• Influence and shape the client success best practices of this team
• Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

Qualifications

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

• Project Management Experience: a proven history of delivering complex client projects
• Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
• Financial Acumen: proven proficiency in financial business casing and budgeting
• Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
• Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
• Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
• Decisive Nature: ability to analyze data and KPIs to make decisions and problem solve to align with the program’s vision
• Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
• Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment

Additional Requirements:

• 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, directly supporting customer projects and initiatives
• Undergraduate degree in Business, Health Sciences or other related fields
• Demonstrated knowledge of the health informatics and digital health industry in Canada, public sector experience is an asset
• Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
• Demonstrated analytical and problem solving skills combined with well developed communication and interpersonal skills
• PMP designation is an asset

Salary Range: $89,000-$133,000

Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunitiestodevelop your skills
• And much more …

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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

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 memberwill 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.

Health

We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

140 million+
Health claims processed using TELUS Health solutions

Accessibility

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.