Senior Customer Success Manager

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.  

What you'll do

• 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

 
What you bring

• 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
• Clinical background in mental health is ideal but not required.
• Ability to manage a territory of clients and prioritize your time and travel

Salary Range: $100,000 - $149,000

Sales Incentive Plan: $42,857 - $63,857

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.

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A bit about us

We’re 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.

TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.