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Manager, Client Services Management, Customer Success- Collaborative Health


Calgary, AB, CA Vancouver, British Columbia, CA Montreal, Quebec, CA Toronto, ON, CA Edmonton, AB, CA

Req ID:  28050
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Join our Mighty Team!


Become a part of a transformational journey with innovative talent and leading edge technologies!


Who we are 


We are THE Tech Company to Watch in the healthcare industry!  The Collaborative Health Team, part of the great TELUS Health family was founded by practicing physicians and tech futurists. 
Our team is charting a new course in healthcare by connecting patients and providers through its award-winning Collaborative Health Record (CHR), an end-to-end, secure, cloud-based digital platform that has transformed the antiquated electronic medical record (EMR) into an evolving vehicle for patient engagement and health practice automation. Our modern and user-friendly interface and devotion to improving patient-provider engagement is the answer for all health practitioners seeking to streamline and modernize their practices through smart, customizable, and automated patient management and engagement tools. Led by physician-technologists and design-obsessed engineers, our customers include the University of British Columbia, the Canadian Mental Health Association, and a rapidly growing portfolio of 2,000+ healthcare providers across Canada, the United States, New Zealand, and Australia.


Here's the impact you’ll make and what we’ll accomplish together


Our flagship product, the Collaborative Health Record (CHR) is broadening the horizon of electronic medical record software for healthcare delivery organizations. The CHR is a suite of highly integrated tools - including virtual care, outcomes measurement, scheduling, billing, labs, referrals, document management, patient engagement, and more. It enables healthcare providers and administrators to manage virtually everything about their practice

As the Manager - Client Service Management  you will play an intricate creative role in developing the long term vision and evolution strategies to sustain a best in class client account management support model.  The team in which you will reimagine and lead is responsible for conveying the value that our Collaborative Health Record platform brings in terms of ROI, cost avoidance, population health management, and employee wellness. The Client Account Managers are also accountable for the daily management of client needs, coordination and management of projects, resolving billing issues, client complaints, and retention strategies including contract renewal and product expansion.

What you'll do:


As Manager - Client Services Management you will:


  • Formalize and implement a best in class SaaS based Client Account Management strategy focused on building, managing, and growing strategic partnerships with our clients
  • Provide leadership support for a team of skilled Client Account Managers through daily interactions, contract renewals, customer first resolutions, collections strategies, and new business development
  • Advocate for your clients by championing continuous improvement initiatives and proactively communicating with diverse stakeholders to improve service delivery and resolve issues
  • Identify and proactively address opportunities to integrate additional services, manage investigations, limit escalations and perform post-Incident reports 
  • Set realistic client expectations by being transparent about challenges and obstacles
  • Establish and nurture strategic partnerships with internal teams and external service partners to resolve client inquiries/problems/complaints in a timely manner
  • Create Client facing reports and use them to proactively engage our existing and new Clients
  • Track, analyze, and communicate key Client Health metrics and feedback
  • Proactively seek out market information in order to effectively develop rapport with clients
  • Establish and nurture strategic partnerships with internal teams and external service partners to resolve client inquiries/problems/complaints in a timely manner
  • Keep our customers informed of new features that may be of interest to them
  • Connect with Provincial regulatory agencies such as the Doctors of BC, CPSO, OntarioMD etc to partner with, educate and support our products used by our clients
  • Monitor adoption; gather and respond to customer feedback
  • Work closely with Sales to manage client needs and expectations as well as to define scope and pricing of additional services to meet unique client needs
  • Use Salesforce database to log activities and sales opportunity management
  • Promote TELUS  product offerings and value propositions


What you bring:


  • 5+ years leadership experience building and supporting high performance teams
  • Brings extraordinary verbal and written communication skills 
  • Exceptional leadership attributes and abilities: Collaboration, communication, creative thinking and decision-making skills
  • A passion and drive to improve the success of connecting people with healthcare.
  • +5 years of direct client management experience, with experience in the healthcare/software/ technology sales industry an asset
  • Successfully owned the entire client management process
  • Strong leadership, negotiation, and persuasion skills with the ability to develop strong business relationships both outside and within the organization
  • Hunger to exceed expectations and a passion for customer first outcomes
  • Business acumen, including an understanding of healthcare issues
  • Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity – proactively identify when it is necessary to take certain steps and move ahead with confidence.



Great to haves:


  • Process Improvement accreditation 
  • 5+ year experience with CRM tools
  • Bilingual 
  • Experience with Salesforce, Tableau, & Google Suite 
  • ITIL Certification
  • The understanding required to quickly learn new technology and applications 


Why TELUS Health?

At TELUS, Collaborative Health you’ll join a diverse team dedicated to learning, teaching, and impact; as individuals and as a team. As a workplace, we care about our team members and have a total rewards package that makes being a part of TELUS Health something to be proud of: 

100% remote within Canada: so you can work where you feel most inspired
Stay healthy: flex benefits with options to customize coverage based on your lifestyle and needs, inclusively offering coverage for Gender Affirmation and Fertility treatments.
Virtual Care: premium access to digital healthcare for you and a loved one; avoid long waits at the clinic, just chat with a medical professional from your couch!
Work Life Integration: paid vacation and flexible well-being days
Family leave: mothers, fathers and adoptive parents benefit from a top-up during part of their leave.
Pension plan: to help you save for the future with a generous company match (free money!).
Employee Share Purchase Plan: you can invest in our shared success, company matched!
Wellness Spending Account: To support your whole person wellness 
Learning and development: Internal resources for business, leadership, and technical skills 
Savings: who doesn’t love discounts? (on TELUS services and partner/supplier services and products)
Employee and family assistance: LifeWorks provides free services to support you through life events
Tools/Technology: Mac or PC, whichever enables you to do your best work




A bit about us

We’re a people-first, 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. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.  

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.






We’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.

We are honoured to be recognized

Physicians using TELUS Health electronic medical records

Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

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