Senior Customer Success Manager

TELUS Health • New York City, NY

11d • Remote

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. TELUS Health's Employer Solutions supports the total health and wellbeing of over 150 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 over one hundred thousand companies and millions of employees worldwide, Integrated Health Solutions uses innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies 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. Join our team and what we'll accomplish together The Customer Success Team is responsible for the overall business and executive relationship with TELUS Health customers. The Senior Customer Success Manager (Sr Account Manager) 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 solutions. The Senior CSM’s focus will be to manage a book of business of enterprise global accounts. Responsibilities include strategic planning, managing, and measuring of the ongoing success of our customer base 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.

Requirements

• Undergraduate degree in Business, Human Resources, Health Sciences or related field
• 5 - 7 years of experience in Account Management, Success Management or other customer facing relationship role; experience in B2B sales is an asset
• Familiarity with Employee Assistance, Wellness, Mental Health, Health Benefits, Recognition, Perks or Human Capital Management market
• Proven experience in meeting retention and growth targets.
• A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn.
• Strong business acumen.
• High emotional intelligence and ability resolve conflict wherever it arises
• Ability to be self-motivated and team-oriented
• Demonstrated proficiency with the tools of the trade (laptop, smartphone, Microsoft Office products including Outlook and Teams, CRM applications)
• Strong organizational skills, combined with efficiency and 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

Nice To Haves

• Clinical background in mental health is ideal but not required.

Responsibilities

• Retaining, growing and managing TELUS Health's 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 and/or organizational issues and developing creative solutions to those issues.
• Maintaining 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
• Assist client with marketing of the program and driving utilization of the benefit, including strategy, planning campaigns, and sharing marketing collateral.
• Lead ongoing cadence of client touchpoints and quarterly business reviews to present program utilization, updates, insights and recommendations.
• Working 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

Benefits

• We offer accommodation for applicants with disabilities, as required, during the recruitment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior