Job Description

JOIN OUR TEAM

At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. We are a market leader in the rapidly growing industry of virtual care.

We enable employers to offer to their employees a secure online access to medical practitioners and nurses via a computer, tablet, or smartphone. Telemedicine is the biggest trend in employee benefits and an exponential number of companies are looking to offer the service in the near future.

Here is the impact you will make and what we will accomplish together:

Join our Client Experience team and be part of a journey towards client excellence. The Client Experience Manager (CEM) plays a key role in Client Success. The CSM is responsible for named key accounts, promoting retention of customers and overall positive experience with the brand, identifying opportunities of adding new services and products to the client portfolio. We are looking for an individual with a strong drive and an ability to foster relationships with internal, external or client-side key stakeholders.

ROLE SUMMARY

The Client Success Manager seeks to develop a positive customer experience, fosters relationships with both strategic partners and direct clients while driving brand recognition. Under the supervision of the Client Experience Director, the CEM secures revenues through retention of customers and overall positive experience with the overall Virtual Care offering, manage key accounts & enterprise clients - securing ROI for clients through adoption campaigns and outcomes leading to renewals, expansion, and advocacy across his/her portfolio.

KEY RESPONSIBILITIES

• Take on relationship at launch hand off and manage specific client portfolio
• Establish clear retention strategies and process milestones for the client to work toward
• Assist customers as needed with setting up and navigating programs associated
• Identifies to upsell & cross-sell opportunities
• Assist in creating training courses and educational materials for the clients & their employees
• Review customer complaints and concerns and seek to improve all aspects of the client experience with the company
• Optimize existing processes within the company and actively enhance all customer success activities
• Deliver and communicate ROI for our clients, throughout the customer lifecycle. You will help ensure timely and accurate completion of deliverables associated with maintaining the list of eligible users for our services
• You will analyze and reconcile customer data to develop strategies
• Use data to create accurate reports for internal and external users
• You will actively seek out and implement process improvement opportunities within the departmental operations
• You will build strong relationships, liaising with internal and external stakeholders

Qualification

• Bachelor\'s degree in business, administration, or in a related field, and/or experience in a customer success role client facing

EXPERIENCE AND SKILLS REQUIRED

• Ideally 5+ years of experience customer experience
• Ideally 2+ years of experience management
• Highly skilled at client service/business operations
• Ideally experience in the insurance or medical fields
• Experience in working with complex, multi-divisional, multi-geographical customers
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, familiar with SFDC (CRM) reporting tools & data
• Accountability and personal organization are essential
• Experience in managing a diverse group and training each according to company standards
• Ability to establish milestones and keep all team members on task
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Ability to plan, prioritize, coordinate, and manage multiple projects with attention to detail
• Must be energetic, forward-thinking, innovative, and change-oriented with a positive and professional image
• Accountability and personal organization skills are essential
• Critical thinking and customer service skills
• Excellent listening skills and capacity for empathy
• Outstanding communication skills - written and verbal
• Experience with accounting systems for small business and or large businesses especially the software SAP, Quick Books, and Xero
• Experience with Google Suite would be an asset
• Proficient with Excel and its different formats
• Bilingual, with effective communication skills in both French and English, oral & written

Salary Range: $55,000-$83,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
• Flexibility to work in-office, virtually or a combination of both
• Generous company matched pension and share purchase programs
• Opportunity to give back to communities in which we work, live and serve
• Career growth and learning & development opportunities to develop your skills
• And much more \xe2\x80\xa6

Please note that the compensation shown in the job posting is effective January 2023 and may be subject to change in 2024.

A bit about us

We\xe2\x80\x99re 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.

You\xe2\x80\x99ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We\xe2\x80\x99re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you\xe2\x80\x99re helping us make the future friendly.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

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.

Health

We\xe2\x80\x99re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

Accessibility

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.

Telus