Partner Success Manager - Provider Solutions
Montréal, QC, CA, H3B 1S6
Description
About the Opportunity
TELUS Health is seeking an experienced Partner Success Manager to join our Provider Solutions team. This strategic role combines customer success leadership with channel management expertise to drive the success of our partner ecosystem. As the primary interface between TELUS Health and our valued partners, you will play a critical role in ensuring partner satisfaction, driving revenue growth, and fostering long-term strategic relationships that deliver exceptional healthcare solutions to Canadians.
If you're passionate about building partnerships, driving business outcomes, and making a meaningful impact in healthcare technology, this is your opportunity to shine.
What You'll Do
Partner Management
- Serve as the Single Point of Accountability (SPOA for assigned partners, managing relationships to ensure all contract deliverables are met and partner expectations are exceeded
- Build and maintain strong, trust-based relationships with partner organizations at all levels, from operational teams to leadership levels
- Provide day-to-day partner advice, support, and strategic guidance to drive mutual success
Governance & Relationship Excellence
- Lead formal governance frameworks at both operational and leadership levels to instill partner loyalty, satisfaction, and long-term commitment
- Focus relentlessly on revenue retention and identifying growth opportunities within the partner ecosystem
- Conduct regular account reviews, partner satisfaction assessments, and post-incident investigations to drive continuous improvement
Partner Performance & Optimization
- Monitor, measure, and analyze partner performance against business case, budget projections, TELUS quality standards, adherence to corporate policies, and operational targets
- Establish and enhance strategic partnerships with internal / external service partners to improve customer experience.
- Identify opportunities for sales teams to support the growth of the business.
- Report revenues and manage billing and audits with each partner
- Provide synthesis, trending analysis, and actionable recommendations for performance and process improvements
- Identify, resolve, and/or escalate instances of non-achievement; collaborate with partners to identify root causes and guide them to suitable resolutions
Strategic Collaboration & Communication
- Act as the primary liaison between TELUS teams and partners, ensuring effective and timely communication on product updates, policy changes, and procedural modifications specific to TELUS Health solutions
- Liase between TELUS internal groups (Go to market, Operations, Business Intelligence, Quality, Continuous Learning) through effective and timely communication, training and coaching, and 3rd party vendors on new/changes product information
Business Reviews & Strategic Planning
- Develop, prepare, and present comprehensive monthly and quarterly business reviews demonstrating performance against targets, identifying gaps, and providing strategic recommendations
- Review, identify gaps in, and optimize internal and partner processes to achieve sales, quality, efficiency, and revenue targets
- Recommend, develop, implement, and influence improved results through customized performance management initiatives and sharing of best business practices
Issue Resolution & Escalation Management
- Proactively manage all service delivery and service assurance issues, including escalations, to ensure partner satisfaction and continuous improvement
- Respond promptly to partner support requests and ensure timely resolution of challenges
- Oversee the closure of partner satisfaction improvement initiatives
Qualifications
What You Bring
Required Qualifications
- 5+ years of experience in customer success management, account management, or channel/partner management, preferably in healthcare technology, SaaS, or B2B technology environments
- Proven track record of managing complex, strategic accounts or partner relationships with demonstrated revenue retention and growth
- Strong executive presence with experience presenting to and building relationships with leadership team
- Expertise in vendor/partner performance management, including metrics analysis, reporting, and continuous improvement methodologies
- Excellent project management skills with ability to manage multiple priorities, timelines, and stakeholders simultaneously
- Outstanding communication skills (written and verbal) with ability to influence and collaborate across all organizational levels
Desired Qualifications
- Experience in healthcare, health technology, or provider solutions
- Background in both customer success and channel/partner management
- Familiarity with formal governance frameworks and business review processes
- Experience with performance management tools and business intelligence platforms
- Knowledge of TELUS products and services (an asset)
- Bilingual (French and English)
Key Competencies
- Strategic thinking and business acumen
- Relationship building and stakeholder management
- Problem-solving and conflict resolution
- Data-driven decision making
- Change management and process optimization
- Collaborative leadership
- Customer-centric mindset
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.
Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.