Associate Customer Success Manager - Toronto, Canada - LifeWorks
Description
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.
TELUS Health supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform.
We empower healthier, happier, and more productive employees by combining our award-winning Employee Assistance Program with proactive wellness solutions in a digital ecosystem that helps them prevent and manage issues and concerns about family, health, life, money, and work.
TELUS Health employees have access to the same high-quality well-being support and resources provided to our customers.We pride ourselves on providing a work environment that inspires innovation, connection and collaboration while also supporting your growth and development both personally and professionally.
We value difference-makers, and individuals and teams who bring high energy, passion, and a relentless commitment to excellence to their roles.
The Associate Customer Success Manager is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and negotiating / renewing existing client contracts related to the delivery and evaluation of Employee Assistance and Support Programs.
Responsibilities:
- 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 including launch and onboarding
- Responsible for program governance including the review of internal reporting and identification of issues
- Issuing reports to clients
- Managing the renewal process with appropriate internal teams
- 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
- Follow up on manager consultations
- Followup on Critical Incident and Workplace Support initiatives etc.
- Act as a liaison with internal departments to resolve issues that may arise with clients
- Managing and coordinating Quality Assurance Reviews
- Responsible for updating and utilizing the CRM (Customer Relationship Management) system
- University degree in Business or a related field, or equivalent work experience required
- 35 years of experience in a sales/account management environment
- Demonstrated ability/potential to manage a book of business independently
- Ability to respond in a timely and strategic manner to the daytoday 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 problemsolving skills
- Strong organizational, analytical, and Project Management skills
- Exceptional written and verbal communication skills
- Proficiency in English is required
- Previous experience with HR, Wellness programs, and/or EAP considered an asset
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Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.
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