Senior Client Service Manager

Description

Join Our Team 

The TELUS Health team is seeking a highly organized and detail-oriented leader to join our team. As a Senior Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of an innovative client relationship and program.  We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

What you’ll do:

• Acting as a trusted advisor and point of contact for our clients regarding their engagement with TELUS Health Personal Health Records and Digital Front Door products
• Lead overall client services to ensure requirements and roadmaps are met
• Support a team of highly skilled resources including project management, facilitation of team meetings, escalation resolution and response 
• Liaise with internal stakeholders of the greater TELUS Health Team and executive leadership to provide updates on this important initiative
• Spearhead prioritization and change request processes with client, liaising with product, finance and sales teams to develop cohesive and detailed plans and financial assessments
• Lead and mentor the individuals working alongside you to maintain a high performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement 
• Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
• Develop effective presentations, reporting and tracking of all client activities
• Contribute to the business growth, with customer experience at the core of your efforts 
• Maintain operational, quality and financial effectiveness of the client program
• Influence and shape the client success best practices of this team 
• Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

Qualifications

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

• Project Management Experience: a proven history of delivering complex client projects 
• Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
• Financial Acumen:  proven proficiency in financial business casing and budgeting
• Operational Know-How: operate best practices in service delivery, customer care and conflict resolution 
• Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
• Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status 
• Decisive Nature: ability to analyze data and KPIs to make decisions and problem solve to align with the program’s vision 
• Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray 
• Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment 

Additional Requirements:

• 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, directly supporting customer projects and initiatives
• Undergraduate degree in Business, Health Sciences or other related fields 
• Demonstrated knowledge of the health informatics and digital health industry in Canada, public sector experience is an asset
• Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
• Demonstrated analytical and problem solving skills combined with well developed communication and interpersonal skills
• PMP designation is an asset