Share this Job

Client Service Manager II - Collaborative Health - TELUS Health


Montreal, Quebec, CA

Req ID:  32313
Jobs by Category:  Health
Job Function:  Sales & Professional Services
Status:  Full Time
Schedule:  Regular



Join our team


We are Canada’s most innovative digital health company and touch the lives of more Canadians than anyone else, and we aspire to transform healthcare within Canada and beyond.


The Collaborative Health team at TELUS Health is led by physician-technologists and design-obsessed engineers. We’re charting a new course in healthcare with our award-winning TELUS Collaborative Health Record, an end-to-end, secure, cloud-based digital platform. Patient engagement and automation are at the core of our vision.


Our rapidly growing customer base includes thousands of healthcare professionals from across Canada, the United States, New Zealand, and Australia.


Create exceptional customer experiences


The Customer Experience Manager acts as a representative and point of contact between the customer and Collaborative Health for provision of services, and to handle issues relating to after-sales service and service insurance as well as escalated issues. Manage activities proactively to support important and complex customer accounts assigned to you in order to ensure that all contractual requirements are delivered and that a high level of customer satisfaction is maintained, in line with Collaborative Health’s goal of continually improving its customers’ experience.


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


Your responsibilities


  • Provide a single point of accountability, 24 hours a day and 7 days a week, to manage your assigned accounts in accordance with customers’ expectations and TELUS’s service obligations. Build and maintain strong relationships with customers and provide them with daily advice and support
  • Responsible for managing customer relations to promote loyalty and ensure customer satisfaction with a focus on maintaining and growing revenue
  • Establish and expand strategic partnerships with internal/external service partners to improve customer experience
  • Able to identify organic growth opportunities to support the company’s growth
  • Familiar with the RFP process, and especially with managing RFPs once they are assigned
  • Responsible for performing regular account reviews, conducting customer satisfaction surveys, and completing reports or investigations after incidents, while supervising initiatives aimed at improving customer satisfaction




You’re the missing piece of the puzzle


Required knowledge:


  • Knowledge of the health technology sector is a must
  • Knowledge of the Quebec public sector (CISSS, CIUSSS, MSSS)
  • Three to five years experience with, recognized customer communication skills
  • University degree in healthcare, business or a related field
  • Practical knowledge of the following:
    • Medical office and public sector processes
    • Electronic medical systems 
    • Operating systems 
    • Application of consultative selling techniques
    • Salesforce


Required skills and abilities: 


  • Commitment to excellent service, ability to stay up to date with new technologies, exceptional active listening and administrative skills, and a strong sense of organization (essential skills)
  • Prioritize excellence in customer service
  • Problem solving abilities
  • Excellent written and spoken communication skills – bilingual in French and English
  • Tact and diplomacy



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. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

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 team members 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.

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.






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.