• Job Description

  Req#: R-14703

  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 are looking for a Customer Success Manager 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 Health solution.
  
  This is a remote role and candidates can be based anywhere in the UK.

  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 Health 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 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 to drive issues to closure

  • Continually advocate for Clients and find new ways to add value to the Client

  • Drive engagement by connecting clients to the broader TELUS Health 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 and upsell opportunities

  Succeeding as a Customer Success Manager will require the following:

  • 5+ years of experience in Account Management, Success Management or other customer facing relationship role, additional experience in B2B sales is preferred.

  • Familiarity with Employee Assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred.

  • Proven track record of success in retaining and growing relationships with accounts and managing complex alliance and channel partners.

  • A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.

  • High emotional intelligence and ability to resolve conflict wherever it arises.

  • Highly self-motivated and team-oriented.

  • 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 successfully with clients.

  • Ability to manage a territory of clients and prioritize your time and travel.

  • Post secondary education in Business, Technology, or a related field is preferred

  You will receive a permanent position with benefits package including:

  • Sales Incentive Plan

  • Pension

  • Private Medical Insurance including Digital GP

  • Healthcare Cash Plan - claim back dental bills or the cost of new glasses

  • Dental Plan

  • Life Insurance

  • Group Income Protection

  • 24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays

  • Access to hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more

  • Employee Assistance Programme (EAP) provided in a fully confidential manner to ensure you get the support you need

  #LI-Remote

  #LI-AF1

  #LifeAtTELUS

  #HiringNow

  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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