Senior Customer Success Manager

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Senior Customer Success Manager Apply
locations
London, England, UK
time type
Full time
posted on
Posted Yesterday
job requisition id
R-15043
TELUS Health and LifeWorks have recently come together to leverage the power of technology and our caring cultures to further progress our shared goal of building a healthier and friendlier future for all. 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 Customer Success Team is responsible for the overall business and executive relationship with TELUS Health's customers. The Senior Customer Success Manager (CSM) strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness through the TELUS Health solution.The Senior CSM’s focus will be on the strategic planning, managing, and measuring of the ongoing success of our customer base by leveraging performance metrics and finding new ways to grow and develop the business. The Senior CSM is outcome-focused and driven to help define and achieve client success.This is an excellent opportunity to join a leading innovator focused on engagement and wellness solutions in a challenging and rewarding role. The ideal candidate is a highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.This role is remote, UK-wide.Responsibilities:Retaining, growing and managing large account portfoliosDemonstrating a consultative client approach, with an ability to recognize what actions will demonstrate strong partnership to their client base, by developing a deep understanding of the clients’ needs and business issuesContinually demonstrating a highly developed capacity to consult around
workplace/organizational
issues and developing creative solutions to those issuesSharing best practices, and connecting clients to other clients to share ideas and industry best
practices
Maintaining the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executivesAnalysing and interpreting reporting to recommend solutions to address workplace health issuesAssisting with issue escalations, and solution planningManaging the account profitability including working with service delivery teams to support financially efficient management of the contractWorking in alignment with Senior Leadership teams as required, and collaborating with Sales, Implementation teams, and other enabling groups to represent the voice of our customer and impact processes in a positive wayParticipating in proposal development and presentations to prospective organizations and/or when existing clients go through a re-tendering processNegotiating contracts and closing agreementsOverseeing administration of key corporate customers to ensure service delivery to contract and appropriate billing of services is completeSucceeding as a Senior Customer Success Manager will require the following qualifications and skills:5-7+ years experience in Account Management, Client Relationship Management, Customer Success Management or other customer facing relationship role; experience in a consultative B2B sales role is a significant assetFamiliarity with Employee Assistance, Wellness, Health Benefits, Recognition, Perks or Human Capital Management marketTechnical proficiency with the tools of the trade including Microsoft Office Suite including Outlook and Excel, Microsoft Teams, CRM applications ex. SalesforceA proven consultative approach to problem-solving and project management, combined with a desire to exceed client expectations at every turnStrong organizational and time management skills, including exceptional follow up and follow throughDesire and ability to demonstrate business acumen and subject matter expertise in negotiations and communications with clientsHigh emotional intelligence, and ability resolve conflict wherever it arisesStrong sense of initiative, self motivationStrong interpersonal, collaboration and teamwork skillsAbility to manage a territory of clients and prioritize your time and travel#LI-Remote#LI-AF1#LifeAtTELUS#HiringNowWhere permitted by law, company employees must be fully immunized to access a TELUS Health office or customer premises.Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to
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.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.
About UsBeing part of the team at TELUS Health is more than a job; it’s a career-defining experience.It allows you to do innovative and meaningful work with talented and collaborative teams. It’s an opportunity to improve businesses and lives by building healthier, happier workplaces. And it’s a chance to build genuine, long-term relationships along the way.A place to experience moreFind the support and encouragement to consistently push boundaries and deliver impactful solutions. Our collaborative culture means your ideas will be heard and your hard work will be rewarded. You will be leveraging our world-leading technology, products, clinical services and passionate team members to revolutionize access to health care and wellbeing, and drive remarkable experiences for the benefit of all the clients and individuals we serve around the world.Talented people who careComing to work each day is an opportunity. It’s a chance for you to work with a multidisciplinary global team of nearly 10,000 smart and driven members whose passion for their work matches your own, resulting in helping create a healthier future for everyone.Work that mattersMake a difference in the lives of our clients and their employees every day – by providing meaningful solutions in more than 160 countries, that help people and businesses perform at their best by delivering both digital innovation and clinical services to improve total physical, mental and financial health and wellbeing across the full spectrum of primary and preventative care.
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