Account Manager - Client Service Manager

Join our Team

TELUS Health Pharmacy Solutions is leader in the Canadian Pharmacy sector where our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada. If you are a driven individual that specializes in account growth and healthcare technology, the Client Service Management team might be a fit for you! We are a close-knit group of professionals that are highly motivated and passionate about advocating for our pharmacy clients and building strong relationships to align on strategy and growth

Here’s the impact you’ll make and what we’ll accomplish together

As a Client Service Manager you are a professional effective communicator, self-driven and strategic thinker.You are the face of TELUS Health Pharmacy Solutions for service and growth within our high valued customers and responsible to liaise with various levels of management within the customer organization on a regular basis. By working in a collaborative and engaged relationship with our Product and Development Team, you will support new business development and product offerings to increase revenue retention and growth within your account base.

Here’s how

• Collaborating, negotiating strategic growth of your assigned accounts
• Co-ordination of all Customer Support activities, change request, implementation of new products and services, report requests and other day to day functions in support of the customer, through a program management approach
• Ensuring that all areas within our organization are compliant with our contractual commitments, reporting on SLA, KPI and as necessary co-ordination of corrective actions, and align on future growth potential
• Be the trusted advisor for our customers, working to assist with their business strategies and growth
• Maintains tight control over the project schedules, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements.
• Engage the client to fully understand their business to effectively create account and opportunity plans
• Providing thought leadership and technical insight into client business decisions
• Co-ordination with Product, and Development to address service requirements
• Building and maintaining strong business relationships with assigned customers

You’re the missing piece of the puzzle

• Proven expertise using the Kroll application and/or Healthcare Technology
• Experience working in a pharmacy environment
• Demonstrated leadership success in a customer service and sales environment
• Strong interpersonal skills and proven ability to develop highly effective relationships with all levels of management, peers, team members and customers
• Ability to work independently and with minimal direction, and is flexible to change and resilient to stressful situations
• Proven success in a similar or same role
• Strong communication and presentation skills, with a strong command of the English language
• Strong problem-solving and analytical skills
• Experience in successfully resolving escalated customer issues
• Strong business acumen and aptitude for customer service excellence
• Ability to understand client issues, taking steps to articulate and create custom projects to support timely resolution, and be continuously self-driven to resolve.
• Forecast and track key account metrics ( e.g quarterly and annual sales forecasts)
• Excellent organizational and time-management skills, with demonstrated ability to work on multiple often conflicting tasks
• Strong Account Plan Skills and CRM experience

Great to have

• French is an asset
• Deep understanding of the Pharmacy landscape and trends
• A demonstrated knowledge in troubleshooting Kroll software issues