Client Service Manager I

Location: 

Toronto, ON, CA, M5J 2V5 Québec, QC, CA Montréal, QC, CA Vancouver, BC, CA Ottawa, ON, CA Calgary, AB, CA

Req ID:  41935
Jobs by Category:  Sales and Marketing
Job Function:  Health Solutions
Status:  Full Time
Schedule:  Regular

Description

 

Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?

 

Are you a naturally curious person that believes learning is a continuous journey?

 

Do you prioritize your well-being and want your employer to do the same?

 

The TELUS Health team knows that we are better together, so join us and together, let’s make the future friendly.

 

As part of the Customer Engagement Specialist (CES) team with the TELUS Health team, you represent the TELUS brand, values, and promise. The Customer Engagement team is passionate about providing best-in-class relationship management and support to enterprise clients using our wellbeing platform by delivering a world-class client experience, focusing on driving user adoption and engagement.

 

As a Customer Engagement Specialist, you will play a core role in fostering long-term client relationships by working with key decision-makers and influencers at senior levels. You will work in tandem with customers on planning and executing an effective strategy to ensure the full potential of our wellbeing platform is being realized within their organization. Together, the team is responsible for the content, platform engagement, and client satisfaction.

 

What you'll do

 

As a Client Engagement Specialist, you will help ensure we are providing a world-class client experience by: 
 

  • Acting as a trusted advisor and point of contact for our clients regarding their engagement on our wellbeing platform
  • Occasionally provide account support for invoicing/billing issues
  • Working closely with the product and engineering teams by providing client feedback to drive continuous improvement within the platform
  • Identifying new growth opportunities based on feedback from the client
  • Ensuring customers are satisfied with their wellbeing platform by reviewing Key Performance Indicators during scheduled operational reviews and governance calls
  • Assisting the sales team with material for presentations/proposals
  • Proactively engaging clients on renewal opportunities and identifying potential growth opportunities based on their 
  • Participating in the implementation and onboarding of new and existing customers and partnering with sales, delivery & support to ensure the successful deployment of solutions and services
  • Supporting product evolution through interlocks with Product, Engineer and Marketing

 

 

Qualifications

 

What you bring
 

  • An expert understanding of Customer Success and Product Support
  • Enthusiastic about guiding customers in a continuously changing, dynamic environment
  • Strong business acumen, including the ability to understand a customer’s business and industry
  • Clear, concise, and influential communication skills (verbal, written, and presentations)
  • Proven leadership attributes and abilities such as thought leadership, collaboration, communication, creative thinking, and decision-making skills to support the client’s strategy and vision
  • Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
  • Aptitude to learn and apply new concepts
  • Known for thriving in ambiguity and successfully navigating and leading through tight deadlines and multiple priorities

 

You also bring

 

  • 5+ years of experience in Customer Success/Sales environment within the Enterprise or Public Sectors 
  • Professional certifications in Customer Success or Business Relationship Management (Asset)
  • An understanding of the workplace/corporate wellbeing solutions
  • Bilingual English/French (Asset)

 

What you get
 

  • The opportunity to work with TELUS’ senior leadership teams in support of our some of our largest global clients
  • A key role in defining and evolving TELUS Health’s strategy with key clients
  • The opportunity to work and collaborate with a passionate team driven by the desire to deliver a best-in-class client experience
  • Optional stock purchase plan, dedication to a diverse and inclusive team culture with loads of career development opportunities, flexible Total Rewards benefit plan with many innovative options and programs including a Direct Contribution Pension, flexible work styles, and more
  • Normal/flexible office conditions, frequently exposed to demands of travel and must be flexible on work hours to meet the customer and business needs


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.

 

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.

 

 

Salary Range:  $55,000-$83,000
Performance Bonus or Sales Incentive Plan:  10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

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.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Sales and Marketing

Help us, help our customers make a real connection

We are honoured to be recognized

$14.7 billion
TELUS’s annual revenue

$4.8 billion
The brand value that TELUS brings

12
Consecutive years our annual dividend payment has increased

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.