• Job Description

  Req#: R-14458

  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 supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform offered by our Integrated Health Solutions. 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, our Integrated Health Solutions use 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 Healths customers. The Customer Success Manager strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness with the TELUS Healths solution.

  The Customer Success Manager quarterbacks the strategic planning, management, and measurement of the ongoing success of our client base via on-site business reviews, product roadmap presentations, customer community events, and overall advocacy on behalf of the client. Successful Customer Success Managers are outcome-focused, and driven to help define and achieve client success. The ideal Customer Success Manager candidate is a highly energetic, highly trusted relationship builder; this is an excellent opportunity to join a rapidly growing leading innovator focused on engagement and wellness solutions in a challenging and rewarding role.

  Responsibilities

  • Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives.
  • Conduct ongoing business reviews that measure client success and build plans to achieve client success including:
  • Driving continued engagement of the TELUS Healths solution by providing innovative communication programs focused on user uptake and persistency
  • Ongoing project status
  • Upcoming Product Roadmap presentations
  • Strategy sessions and solution optimization
  • Establish recurring targets and monitor performance
  • Provide information about TELUS Health’s company vision and product strategy as well as release readiness activities
  • Share best practices and connect clients to other clients to share ideas and industry best practices
  • Create high levels of customer advocacy and engagement
  • Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience
  • Work closely with operational counterparts inside TELUS Health's to drive issues to closure
  • Continually advocate for Clients and find new ways to add value to the Client
  • Drive client engagement by connecting clients to the broader TELUS Health's community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices collaboration
  • Manage and negotiate the renewal process when needed
  • Coordinate contracting and delivery of additional ad-hoc services
  • Identify additional solution expansion opportunities and refer to sales

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

  • Post secondary education in Business, Technology, or a related field
  • 5+ years of experience in Account Management, Success Management or other customer facing relationship role
  • Familiarity with Employee Assistance, Wellness, Recognition, Perks or Human Capital Management market
  • Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
  • Customer relationship management experience in the HCM space
  • Proven effectiveness with executive relationships, and comfortable in the board room
  • High emotional intelligence and ability resolve conflict wherever it arises
  • Highly self-motivated and team oriented
  • Ability to work virtual in a professional manner
  • Proficient with the tools of the trade (laptop, e-mail, Office apps, smartphone, CRM applications)
  • Highly organized and efficient with exceptional follow through
  • Desire and ability to negotiate and communicate with clients
  • Ability to manage a territory of clients and prioritize your time and travel

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  TELUS Health is an Equal Opportunity Employer. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.

  Where permitted by law, company employees must be fully immunized to access a TELUS Health 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 talentacquisitiononboarding@telushealth.com.

  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.

• About the company

  LifeWorks, formerly known as Morneau Shepell, is a human resources services and technology company headquartered in Toronto, Ontario, Canada.

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