Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people?s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.
LifeWorks' Integrated Health Solutions supports the total health and wellbeing of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, Integrated Health Solutons uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies - such as Aviva, Burberry, Walgreens, Expedia, Intel and Nestl? Canada - love to use.

Our employees have access to the same high-quality well-being support and resources provided to our customers. We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally. We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.

Summary

The Customer Success team is responsible for the overall business and executive relationship with LifeWorks' customers. The Customer Success Manager strives to build trusted advisor relationships with our enterprise clients and help them drive higher employee engagement and an overall better level of wellness through the LifeWorks solution.

The Customer Success Manager's focus will be on strategic planning, managing, and measuring the ongoing success of our customer base by leveraging performance metrics and finding new ways to grow and develop the business. The Customer Success Manager 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 highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.

Mid or senior-career level candidates will be considered for the role.

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
• Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives
• Analyzing 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
• Alignment with Senior Leadership teams as required, and collaborate 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
• Work with an Account Service Representative on the administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is complete

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

• Bachelor's Degree in Business, Human Resources, or related field preferred, or equivalent work experience required
• 5 years of experience as an internal HR or health & wellbeing professional, Account Management, Sales, or another customer-facing relationship role
• Additional experience and ongoing subject matter expertise in employee support and assistance programs, health and wellness programs, benefits, recognition, perks, Human Capital Management and/or HR consulting or similar is preferred
• 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, Microsoft Office suite and Teams, 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
  
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Where permitted by law, LifeWorks employees must be fully immunized to access a LifeWorks 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@lifeworks.com

Fulfilling work that matters

LifeWorks is in the business of helping organizations help their people and in the process, we strive to elevate ours. We're always looking for talented professionals and strategic leaders looking to make a difference in the lives of the people we serve. We appreciate the interest of every applicant; however, we contact only those selected for an interview.

At LifeWorks, we are committed to putting our people first. Our priority is to optimize the health and productivity of our people. In light of COVID-19, our company continues to monitor the global situation and following local guidance in each of our communities to ensure the health and wellbeing of our employees. Safety is our highest priority, and while the goal is to ultimately return to the office, we are currently working remotely and are connecting with candidates through virtual interviews, recruitment events, and information sessions. We are excited to connect with you virtually, and look forward to receiving your application.