Associate 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.

TELUS Health's Employer 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 Solutions uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies 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 Associate Customer Success Manager is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and negotiating/renewing existing client contracts related to the delivery and evaluation of Employee Assistance and Support Programs (EAP).

The role will also require providing support to key accounts managed by the Senior Customer Success Manager; providing customer service, administrative support and ensuring client EAP contract requirements are met.

This position will ideally be based from a remote/home office location to candidates located in the province of Quebec.

Responsibilities

• Achieve identified revenue and growth targets
• Respond to client inquiries & service requests pertaining to their programs and services
• Responsible for the execution of client contracts and programs
• Responsible for program governance including the review of internal reporting and identification of issues
• Issuing reports to clients
• Managing the renewal process with appropriate internal teams
• Responsible for client support, annual planning preparation and meetings where appropriate
• Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives etc.
• Act as a liaison with internal departments to resolve issues that may arise with clients
• Managing and coordinating Quality Assurance Reviews
• Follow up on manager consultations
• Responsible for updating and utilizing the CRM (Customer Relationship Management) system

Succeeding as an Associate Customer Success Manager will require the following core qualifications and skills:

• University degree in Business or a related field, or equivalent work experience required
• 2-5 years of experience in a sales/account management environment
• Excellent oral and written communication skills in English and French required
• Previous experience with HR, Wellness programs, and/or EAP considered an asset
• Demonstrated ability/potential to manage a book of business independently
• Ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities
• Ability to meet clients as required, including some travel depending on client location
• Demonstrated ability to meet and exceed revenue targets
• Excellent problem-solving, organizational, analytical, and Project Management skills
• Exceptional written and verbal communication skills

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.