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Bilingual Client Service Manager I- TELUS Health

Location: 

Toronto, ON, CA Calgary, AB, CA Edmonton, AB, CA Montreal, Quebec, CA Vancouver, British Columbia, CA

Req ID:  27919
Jobs by Category:  Health
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

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 are currently searching for a Client Services Manager to support our Sprout team! 

 


At Sprout, our vision is to be the leading enablement solution for Workplace Wellbeing. We are the leading Wellness Engagement Platform used by progressive companies to improve the health and wellbeing of their employees and businesses. We help organizations identify and reward healthy behaviours and offer a flexible, holistic approach.  Our recent acquisition by TELUS Health takes this vision for the future to new heights and through this integration, our clients will not only  have access to leading technology, but a best in class user and client experience.  

 


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


 
As a Client Service Manager you will be responsible for implementing new clients onto the Sprout platform, in addition to retaining and growing business with existing clients. You will lead the implementation process ensuring customers onboard successfully and will be the chief advocate for your existing customers to help them realize the business value from their investment and partnership with Sprout. This position reports to the Manager, Client Service Management and is a critical role for driving retention, engagement, and client satisfaction metrics.
 

What you'll do:

 

  • Manage the post-sale relationship: lead, facilitate, and coordinate implementation of new customers to ensure they are launched successfully and on time (coordinate HRIS set-up, SSO integration, etc.) 
  • Train and educate new customers on how to leverage product features to strengthen their knowledge & confidence using the platform. 
  • Own a book of business and build trusted relationships with customer key contacts from project managers to the CEO - manage competing day to day requests in a timely manner. 
  • Lead quarterly business reviews with existing clients to show product value and report on key performance indicators. 
  • Grasp all technical aspects of the Sprout platform to play a role in managing customer/end user support (Zendesk experience is an asset). 
  • Work collaboratively with other CSMs and form strong partnerships with internal teams (Product, Marketing, Sales, Leadership) in order to drive client requests forward. 
  • Assist Client Success Team in developing and creating wellness programming for Sprout clients as required. 

 

What you bring:

 

 

  •  University undergraduate degree preferred (Business or related field). 
  •  A minimum of 2-3 years of Client Success Management experience in a B2B SaaS-based environment. Experience in health/insurance tech industries is considered an asset.
  • Experience managing and leading SaaS based implementations with varying complexities and priorities.  Proven experience renewing and expanding existing client accounts and to meet sales quotas and increase ARR. 
  • Detail-oriented with the ability to set priorities and be flexible in a changing environment 
  • Metrics-focused, with a strategic mindset, balanced with a ‘roll-up the sleeves / get things done’ approach. 
  • Proficient in all aspects of Google’s G Suite
  • A team player who thrives in a collaborative, multi-functional environment and has a genuine interest in the well-being and success of everyone on the team.
  • Bilingual in French/English
     

A bit about us

We’re a people-first, 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. 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.

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 personnel 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.

 

 

 

 

Health

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

21,166
Physicians using TELUS Health electronic medical records

6,300
Pharmacies using our pharmacy solutions

140 million+
Health claims processed using TELUS Health solutions

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.