[Hiring] Bilingual Customer Success Manager @LifeWorks

Role Description

The Customer Success Manager strives to build trusted relationships with clients, advisors, and partners and help them drive higher employee engagement and an overall better level of wellness through TELUS Health's solution.

• Achieve identified revenue and growth targets
• Respond to client inquiries & service requests pertaining to their programs and services
• Responsible for the execution of client contracts and programs
• Responsible for program governance including the review of internal reporting and identification of issues
• Issuing reports to clients
• Responsible for client support, annual planning preparation, and meetings where appropriate
• Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives, etc.
• Act as a liaison with internal departments to resolve issues that may arise with clients
• Managing and coordinating Quality Assurance Reviews
• Follow up on manager consultations
• Responsible for updating and utilizing the CRM (Customer Relationship Management) system

Qualifications

• University degree in Business or a related field, or equivalent work experience required
• 2-5 years of experience in a sales/account management environment
• Previous experience with HR, Wellness programs, and/or EAP considered an asset
• Demonstrated ability/potential to manage a book of business independently
• Ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities
• Ability to meet clients as required, including some travel depending on client location
• Demonstrated ability to meet and exceed revenue targets
• Strong problem-solving skills
• Strong organizational, analytical, and Project Management skills
• Exceptional written and verbal communication skills
• Bilingual proficiency in English and French is required

Company Description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health.

• Global-leading health and well-being provider encompassing physical, mental, and financial health
• Supports the total health and wellbeing of over 35 million lives worldwide
• Combines award-winning Employee Assistance Program with proactive wellness solutions
• Provides a work environment that inspires innovation, connection, and collaboration
• Values difference-makers and individuals who bring high energy, passion, and a relentless commitment to excellence