Senior Customer Success Manager

TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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 Integrated Health Solutions supports 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, Integrated Health Solutons uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestlé Canada - 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.
Summary
The Customer Success team is responsible for the overall business and executive relationship with TELUS Health's customers. 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.
The Senior Customer Success Manager’s focus will be on the strategic planning, managing, and measuring of the ongoing success of our customer base by leveraging performance metrics and finding new ways to grow and develop the business. The Senior CSM is outcome-focused and driven to help define and achieve client success.
This is an excellent opportunity to join a leading innovator focused on engagement and wellness solutions in a challenging and rewarding role. The ideal candidate is highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.
Responsibilities

• Managing the account profitability including working with service delivery teams to support financially efficient management of the contract
• Retaining, growing and managing TELUS Health's large account portfolios
• Participating in proposal development and presentations to prospective organizations and/or when existing clients go through a re-tendering process
• Maintaining the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives
• Continually demonstrating a highly developed capacity to consult around workplace and/or organizational issues and developing creative solutions to those issues
• Negotiating contracts and closing agreements
• Working with an Account Service Representative on the administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is complete
• 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
• Assisting with issue escalations, and solution planning
• Analyzing and interpreting reporting to recommend solutions to address workplace health issues
• 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

Succeeding as a Senior Customer Success Manager will require the following core qualifications and skills:

• Familiarity with Employee Assistance, Wellness, Mental Health, Health Benefits, Recognition, Perks or Human Capital Management market
• Desire and ability to negotiate and communicate successfully with clients
• Excellent organizational skills, combined with efficiency and exceptional follow through
• Ability to be self-motivated and team-oriented
• Ability to manage a territory of clients and prioritize your time and travel
• 5 - 7 years of experience in Account Management, Success Management or other customer facing relationship role; experience in B2B sales is an asset
• A highly effective consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.
• High emotional intelligence and ability resolve conflict wherever it arises
• Undergraduate degree in Business, Human Resources, Health Sciences or related field
• Demonstrated proficiency with the tools of the trade (laptop, smartphone, Microsoft Office products including Outlook and Teams, CRM applications)

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Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.
Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].
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.