Description:
The Customer Success team is responsible for the overall business and executive relationship with TELUS Health customers. The Customer Success Manager strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness with the TELUS Health solution.
Responsibilities
- Maintain the highest level of client loyalty by developing relationships at all levels within the client organisation, particularly the C-level executives.
- Conduct ongoing business reviews that measure client success and build plans to achieve client success, including:
- Driving continued engagement of the TELUS Health solution by providing innovative communication programs focused on user uptake and persistency.
- Ongoing project status.
- Upcoming Product Roadmap presentations.
- Strategy sessions and solution optimisation.
- Establish recurring targets and monitor performance.
- Provide information about TELUS Health company vision and product strategy, as well as release readiness activities.
- Share best practices and connect clients to other clients to share ideas and industry best practices.
- Create high levels of customer advocacy and engagement.
- Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience.
- Work closely with operational counterparts inside TELUS Health to drive issues to closure.
- Continually advocate for Clients and find new ways to add value to the Client.
- Drive client engagement by connecting clients to the broader TELUS Health community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices collaboration.
- Manage and negotiate the renewal process when needed.
- Coordinate contracting and delivery of additional ad-hoc services.
- Identify additional solution expansion opportunities and refer to sales.
Succeeding as a Customer Success Manager will require the following core qualifications and skills:
- Post secondary education in Business, Technology, or a related field.
- 5+ years of experience in Account Management, Success Management or other customer facing relationship role.
- Familiarity with Employee Assistance, Wellness, Recognition, Perks or Human Capital Management market.