Client Service Manager II - Consumer Health Team
Vancouver, BC, CA, V6B 0M3
Description
Join our team
The TELUS Consumer Health team focuses on empowering Canadians to take control of their health and the health of their loved ones with the right information, tools and support they need to live healthier and happier lives.
Our team and what we’ll accomplish together
You’ll be joining the Consumer Health Team to contribute to the growth of our Home Health Monitoring (HHM) product excellence and customer success. You are a motivated self-starter with high attention to detail and a focus on quality. You will form partnerships with various stakeholders and members of our team. As such, you must have the demonstrated ability to build excellent rapports and productive working relationships with clients and partners while contributing to a collaborative work environment and delivering excellence. If you like working on a close team where your knowledge and experience are used and expanded, then read on as this is the job for you!
What you’ll do
Act as the primary interface between the client and TELUS for all service delivery and service assurance issues, including escalations. Proactively manage the activities supporting complex clients to ensure all contract deliverables are met, that a high level of client satisfaction is maintained, and that TELUS’ support of these clients experience continuous improvement.
- Provide a single point of accountability to manage product delivery in line with client expectations and TELUS service capabilities. Build and maintain strong client relationships, and provide day-to-day client advice and support.
- Manage expectations and risks proactively while interfacing with clients, working teams and director level management
- Take end-to-end ownership of the product backlog including triaging and assessing new JIRA tickets, assigning owners,continuously monitoring and following up on actions, and communicating updates to stakeholders on a timely basis
- In close collaboration with government clients, leverage your significant attention to detail to project manage the configuration of new patient health monitoring plans to meet client expectations
- Thoughtfully engage clients to understand product requirements and collaborate to assess priorities.
- Support release management processes ensuring clients are kept informed at every key milestone, including facilitating client UAT (distribution of test plans, collecting and actioning feedback, etc.)
- Project manage client implementations of new TELUS service solutions and reporting mechanisms
- Work with our clients to answer product questions and solve for product needs, build test plans, and deliver product improvements; be a trusted advisor and expert of our product capabilities
- Use your continuous improvement mindset to create and / or optimize processes that support product delivery and client management
Qualifications
What you bring
- Exceptional client management skills
- Excellent attention to detail and focus on quality
- Excellent oral and written communication skills, considering others’ points of view by asking questions, listening and ensuring understanding
- Ability to comprehend problems, develop solutions and communicate those effectively to all key stakeholders
- Comfort and interest in using technology - including the products provided to clients and internal tools such as JIRA
- Proven capability to quickly learn and share information with others
- Promotes enthusiasm and generates a positively charged working environment, motivating teammates with a "can-do" approach to problems
- Able to manage and facilitate complex client based challenges with multiple groups participating and responsible for resolution.
- Highly motivated, creative, and self-sufficient with the ability to work successfully under pressure
- 5-7 years of experience in a related field
- Knowledge of TELUS' business activities, organizational structure, systems and processes with a strong knowledge of TELUS' product portfolio, delivery and post implementation support
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.