• Job Description

  Req#: R-15043

  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.

  The Customer Success Team is responsible for the overall business and executive relationship with TELUS Health's customers. The Senior Customer Success Manager (CSM) strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness through the TELUS Health solution.
  
  The Senior CSM’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 a highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.
  
  This role is remote, UK-wide.

  Responsibilities:

  • Retaining, growing and managing large account portfolios

  • 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

  • Continually demonstrating a highly developed capacity to consult around workplace/organizational issues and developing creative solutions to those issues

  • Sharing best practices, and connecting clients to other clients to share ideas and industry best practices

  • Maintaining the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives

  • Analysing and interpreting reporting to recommend solutions to address workplace health issues

  • Assisting with issue escalations, and solution planning

  • Managing the account profitability including working with service delivery teams to support financially efficient management of the contract

  • Working in alignment with Senior Leadership teams as required, and collaborating with Sales, Implementation teams, and other enabling groups to represent the voice of our customer and impact processes in a positive way

  • Participating in proposal development and presentations to prospective organizations and/or when existing clients go through a re-tendering process

  • Negotiating contracts and closing agreements

  • Overseeing administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is complete

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

  • 5-7+ years experience in Account Management, Client Relationship Management, Customer Success Management or other customer facing relationship role; experience in a consultative B2B sales role is a significant asset

  • Familiarity with Employee Assistance, Wellness, Health Benefits, Recognition, Perks or Human Capital Management market

  • Technical proficiency with the tools of the trade including Microsoft Office Suite including Outlook and Excel, Microsoft Teams, CRM applications ex. Salesforce

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

  • Strong organizational and time management skills, including exceptional follow up and follow through

  • Desire and ability to demonstrate business acumen and subject matter expertise in negotiations and communications with clients

  • High emotional intelligence, and ability resolve conflict wherever it arises

  • Strong sense of initiative, self motivation

  • Strong interpersonal, collaboration and teamwork skills

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

  You will receive a permanent position with benefits package including:

  • Sales incentives and commission

  • 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

  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.

  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.

  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.

Notice