Senior 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 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 focus of the Senior CSM will be on the strategic planning, managing, and measuring of the ongoing success of our customer base. This will be achieved 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 energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.

Responsibilities:

• Retaining, growing, and managing large and complicated account portfolios in a way that creates value.
• Demonstrating a consultative client approach by developing a deep understanding of clients’ needs and business issues and taking actions that strengthen partnerships with them.
• Continually demonstrating a highly developed capacity to consult on workplace/organisational issues and develop creative solutions for them.
• Maintaining the highest level of client loyalty by developing relationships at all levels within the client organisation, especially with C-level executives.
• Defining a partnership strategy for each assigned customer that aligns with our Business Development team to retain and grow our existing business.
• Analysing and interpreting reports to recommend solutions to address workplace health issues.
• Collaborate with internal stakeholders to positively represent the voice of our customer.
• Participating in proposal development and presentations to prospective organisations and existing clients during the re-tendering process.

Requirements:

• Bachelor’s degree in Business, Health Sciences or a related field preferred or equivalent work experience required.
• 5+ years’ experience in Account Management, Client/Customer Success Management or other customer-facing relationship roles required, additional experience in B2B sales is preferred.
• Proven track record of success in retaining and growing relationships with large (enterprise) accounts and managing complex partnerships.
• Experience with employee assistance programs, employee wellness, health and benefits, recognition, perks, or Human Capital Management market is preferred.
• A strong consultative approach to problem-solving, project management and a desire to exceed client expectations at every turn.
• High emotional intelligence and ability to resolve conflict wherever it arises.
• Ability to work autonomously and as part of a team with highly developed organisational and time management skills.
• Highly proficient with Microsoft Office apps and CRM applications.

If you are a highly motivated individual with a passion for wellbeing and helping others become the healthiest version of themselves, we encourage you to apply for this exciting opportunity.
What’s in it for you?

A fantastic range of employee benefits are on offer including training and development, service recognition, paid parental leave, volunteer leave and more. More importantly, you’ll be contributing to the delivery of mental health and related services in a sector which has a critical impact on the health, wellbeing, and welfare of others.

• 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.

TELUS Health is 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.
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

• Retaining, growing, and managing large and complicated account portfolios in a way that creates value.
• Demonstrating a consultative client approach by developing a deep understanding of clients’ needs and business issues and taking actions that strengthen partnerships with them.
• Continually demonstrating a highly developed capacity to consult on workplace/organisational issues and develop creative solutions for them.
• Maintaining the highest level of client loyalty by developing relationships at all levels within the client organisation, especially with C-level executives.
• Defining a partnership strategy for each assigned customer that aligns with our Business Development team to retain and grow our existing business.
• Analysing and interpreting reports to recommend solutions to address workplace health issues.
• Collaborate with internal stakeholders to positively represent the voice of our customer.
• Participating in proposal development and presentations to prospective organisations and existing clients during the re-tendering process