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. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.
The primary responsibility of the Client Relationship Leader is to drive successful outcomes/ROI for our customers and lead the delivery of a best-in-class client experience. In this role you will be instrumental in inspiring a customer-focused culture across the organization and will be a key contributor in driving our overall client retention and growth strategy. You will ensure that customers are unlocking value by driving adoption of our solutions and you will be responsible for actively growing our footprint through upselling and cross selling TELUS Health products and services.
As a key leader of the business and our Customer Journey, you will help to define the Vision and Strategy for the Client Development organization and will drive company-wide processes for delighting our customers, measuring client satisfaction and relationship health, and identifying the levers that will drive sustainable growth.
What you’ll do:
- Building and nurturing strong client relationships to develop a holistic and deep understanding of our clients’ immediate needs, strategic imperatives, current programs, operating environment, challenges/opportunities, and operational maturity
- Leading the post-sales orchestration of all companywide resources to deliver on contractual obligations
- Lead execution of Service Agreement
- Partner with Operations leadership in the management of scope, ensuring TELUS Health teams meet and exceed service levels
- Sponsor and monitor project management activity, ensuring client and TELUS Health teams share a consistent view of the status of any project and/or the results being delivered
- Driving initiatives to deliver ROI and ensure profitability
- Ensuring reference ready relationship health status (e.g., Net Promoter Score)
- Carrying a quota for growth opportunities with assigned clients; Upsell new products and service, cross sell new products
- Identifying risks and driving mitigation plans
- Drive client retention strategy, considering TELUS Health’s and client’s perspectives
- Drive contract renewal strategy, proactively managing contract renewal process
- Perform oversight on the services delivered, addressing issues as they arise
- Based on a deep understanding of industry trends, providing insights, and the best methodologies for design, implementation, adoption, and migration of emerging solutions in the industry
- Coordinating alignment with internal stakeholders around Customer Success strategy and objectives
- Driving accountability for successful adoption and value realization for the products and services our customers have purchased and identifying new opportunities to expand relationships
- As a leader in the organization, championing various organizational initiatives as assigned and modeling TELUS Health’s core values
- Participating in other critical projects as required
What you bring :
- Bachelor’s Degree or higher in relevant business or relevant operational experience
- 7-10 years of strategic client management experience
- 10+ years of progressive experience in multiple facets (e.g., operations, implementation, client management) of a benefits program delivery (Defined Benefit and H&W administration experience preferred)
- 5+ years of experience in implementation/integration of complex software system
- 5+ years of Project Management discipline expertise
- Proven ability to exercise sound judgment and strong problem-solving skills
- Proven analytical, research and problem-solving skills
- Demonstrated flexibility and ability to adapt to multiple responsibilities encompassing multiple areas within the organization
- Demonstrated ability to effectively present information and respond to questions from clients, consultants, and internal business partners
- Proven leadership and project management skills
- Knowledge of regulatory requirements and standards as they apply to Health Care and Retirement Plans
- Familiarity with contract management and negotiations an asset
- Availability to travel within North America and commit to significant time at the client site as required
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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.
TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.
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.
