Customer Success Manager

at  LifeWorks

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 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 Health solution.

Responsibilities

• Maintain the highest level of client loyalty by developing relationships at all levels within the client organisation, 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 optimisation.
• 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 client 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 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.

What we offer

• Flexible work arrangement to suit your lifestyle.
• Contribute to the delivery of proactive employee mental health and related services in a sector that has a critical impact on the health, well-being and welfare of others.
• Membership with the Mental Health Academy includes access to over 350+ courses that contributes to your Continuing Professional Development (CPD).
• Partner across a whole range of different industry sectors delivering best-in-class learning & development solutions.
• Engage in a range of diverse and rewarding work and career growth.
• Competitive salary, employee benefits and much more.

*Proper completion of probity checks and adherence to State/Territory public health orders is required as part of the recruitment process for all TELUS Health roles.

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a safe work environment free of discrimination and harassment. We celebrate and embrace diversity in all its forms and have a zero-tolerance policy for violence, including domestic and family violence.

• To be eligible to apply you must hold existing Australian work rights.

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

• Maintain the highest level of client loyalty by developing relationships at all levels within the client organisation, 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 optimisation.
• 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 client 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 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