Customer Success Manager - Ottawa, Canada - LifeWorks

LifeWorks

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Build a meaningful career

At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people's lives.

The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve.

Our innovative programs have a lasting impact on the health, financial security and productivity of 24,000 workplaces.

LifeWorks supports the total health and well-being of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform offered by our Integrated Health Solutions.

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.

As a Global Employee Engagement Platform serving tens of thousands of companies and millions of employees worldwide, our Integrated Health Solutions use innovative technology and mobile-first user experience to deliver a Total Wellbeing Solution that people and companies love to use.

Our 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.

Summary

The Customer Success team is responsible for the overall business and executive relationship with our customers (corporate clients).

The Customer Success Manager strives to build trusted advisor relationships, and to help our clients drive higher employee engagement and an overall better level of wellness through the LifeWorks solution.

Responsibilities:

Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the senior executives.
Conduct ongoing business reviews that measure client success and build plans to achieve client success including:
driving continued engagement of the LifeWorks solution by providing innovative communication programs focused on user uptake and persistency;

- providing ongoing project status updates; and
- leading upcoming Product Roadmap presentations

Participate in, and lead strategy sessions and solution optimization
Establish recurring targets and monitor performance
Provide information about LifeWorks' company vision and product strategy as well as release readiness activities
Share best practices and connect clients to other clients to share ideas and industry best practices
Create high levels of customer advocacy and engagement
Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall customer experience
Work closely with operational counterparts inside LifeWorks to drive issues to closure
Continually advocate for clients and find new ways to add value to the client
Drive client engagement by connecting clients to the broader LifeWorks community of clients with attendance at events such as Insights and local events; providing opportunities to share their success stories and network with other clients for best practices collaboration
Manage and negotiate the renewal process when needed
Coordinate contracting and delivery of additional adhoc services
Identify additional solution expansion opportunities and refer to Sales and Business Development

Succeeding as a Customer Success Manager will require the following core qualifications and skills:

Post secondary education in Business, Technology, or a related field preferred; or equivalent work experience required
Fluently bilingual in French & English
4+ years of experience in account management, sales, or other relationship focused and customer facing role required
Familiarity with Employee Assistance Programs, workplace wellbeing, employee health and wellness, recognition, perks or Human Resources consulting is preferred
Demonstrated ability/potential to manage a book of business independently including meeting and exceeding revenue targets
Ability to respond in a timely and strategic manner to the daytoday requirements of our clients, while identifying and uncovering business opportunities
Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
Strong problem solving skills combined with high emotional intelligence and ability resolve conflict wherever it arises
Strong organizational skills including efficient follow up and follow through
Ability to manage a territory of clients and prioritize your time and travel

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