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Client Success Manager - TELUS Health Virtucal Care

Location: 

Montreal, Quebec, CA

Req ID:  19022
Jobs by Category:  Digital
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

 

JOIN OUR TEAM


At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. We are a market leader in the rapidly growing industry of virtual care.
We enable employers to offer to their employees a secure online access to medical practitioners and nurses via a computer, tablet, or smartphone. Telemedicine is the biggest trend in employee benefits and an exponential number of companies are looking to offer the service in the near future.


Here is the impact you will make and what we will accomplish together:


Join our Client Success team and be part of a journey towards client excellence. The Client Success Manager (CSM) plays a key role in Client Success. The CSM is responsible for named key accounts, promoting retention of customers and overall positive experience with the brand, identifying opportunities of adding new services and products to the client portfolio.  Leading teams to excellence in customer experience.

We are looking for an individual with a strong drive and an ability to foster relationships with internal, external or client-side key stakeholders.
 

 

 

ROLE SUMMARY 

 


The Client Success Manager seeks to develop a positive customer experience, fosters relationships and support brand loyalty. Under the supervision of the Client Success Director, the CSM promotes retention of customers and overall positive experience with the brand, manage key accounts & enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across his/her portfolio. Manage team member’s performance in driving high customer experience.

 

KEY RESPONSIBILITIES


•    Establish clear retention goals and process milestones for the client to work toward
•    Assist customers as needed with setting up and navigating programs associated 
•    Identifies to upsell & cross-sell opportunities 
•    Assist in creating training courses and educational materials for the clients & their employees
•    Review customer complaints and concerns and seek to improve all aspects of the client experience with the company
•    Optimize existing processes within the company and actively enhance all customer success activities
•    Deliver and communicate ROI for our clients, throughout the customer lifecycle
 

 

 

Qualifications

QUALIFICATIONS AND EDUCATION REQUIREMENTS


•    Bachelor’s degree in business, administration, or in a related field, and/or experience in a customer success, a client facing or a client support capacity

EXPERIENCE AND SKILLS REQUIRED


•    Ideally 5+ years of experience customer experience
•    Ideally 2+ years of experience management
•    Highly skilled at client service/business operations
•    Ideally experience in the insurance or medical fields 
•    Experience in working with complex, multi-divisional, multi-geographical customers
•    Experience working with brand image and promoting value through customer experience
•    Exceptional ability to communicate and foster positive business relationships
•    Technical skills required, familiar with SFDC (CRM), reporting tools & data
•    Accountability and personal organization are essential
•    Experience in managing a diverse group and training each according to company standards
•    Ability to establish milestones and keep all team members on task
•    Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
•    Ability to plan, prioritize, coordinate, and manage multiple projects with attention to detail 
•    Must be energetic, forward-thinking, innovative, and change-oriented with a positive and professional image
•    Accountability and personal organization skills are essential
•    Critical thinking and customer service skills 
•    Excellent listening skills and capacity for empathy 
•    Outstanding communication skills – written and verbal
•    Bilingual, with effective communication skills in both French and English, oral & written

 

 

 

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.

 

 

 

 

Digital

Diverse teams lead the way to innovation. Leveraging different perspectives, experiences and ways of thinking allows us to deliver better insights, decisions, and solutions. Embracing our individuality, and leveraging diversity of thought is an important part of the amazing culture we have built at TELUS Digital.

We are honoured to be recognized

Team TELUS at a glance

1.4M
Days volunteered in our communities

$1.3
Billion contributed to charitable and community organizations since 2000

15.2
Million customer connections

Accessibility

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.