Customer Success Mgr

TELUS Health•Chicago, IL

About The Position

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. Our Team and What We'll Accomplish Together TELUS Health supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform offered by our Integrated Health Solutions. 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, our Integrated Health Solutions use 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 Nestlé 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. What You'll Do The Customer Success Manager is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and negotiating / renewing existing client contracts related to the delivery and evaluation of Employee Assistance and Support Programs.

Requirements

University degree in Business or a related field, or equivalent work experience required
3-5 years of experience in a sales or account management support role
Ability or potential to manage a book of business independently
Ability to meet clients as required, including some travel depending on client location (long-term / as permitted based on company PWG guidelines)
Ability to meet and exceed revenue targets
Exceptional communication and interpersonal skills, proven ability to develop relationships internally and externally
Strong problem-solving skills including the ability to be solutions-oriented, and to collaborate with internal teams to address client requests
Strong organizational, and time management skills including the ability to be self-directed in managing multiple priorities in a fast paced environment
Analytical, and Project Management skills are an asset

Nice To Haves

Previous experience with HR, Wellness programs, and/or EAP considered an asset

Responsibilities

Achieve identified revenue and growth targets
Respond to client inquiries & service requests pertaining to their programs and services
Responsible for the execution of client contracts and programs
Responsible for program governance including the review of internal reporting and identification of issues
Issuing reports to clients
Managing the renewal process with appropriate internal teams
Responsible for client support, annual planning preparation and meetings where appropriate
Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives etc.
Act as a liaison with internal departments to resolve issues that may arise with clients
Managing and coordinating Quality Assurance Reviews
Follow up on manager consultations
Responsible for updating and utilizing the CRM (Customer Relationship Management) system