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JOIN OUR TEAM
At TELUS Health, we are on a mission to create innovative technologies and services that drive our vision which is to create a healthier world, one life at a time. We are a market leader in the rapidly growing industry of virtual care.
We enable employers to offer to their employees a secure online access to medical practitioners and nurses via a computer, tablet, or smartphone. Telemedicine is the biggest trend in employee benefits and an exponential number of companies are looking to offer the service in the near future.
Here is the impact you will make and what we will accomplish together:
Join our Client Success team and be part of a journey towards client excellence. The Client Success Manager (CSM) for our eligibility management team plays a key role in the telemedicine journey. The team member is responsible for updating records and ensuring our customers have access to care when they need it most, promoting retention of customers and overall positive experience with the brand, Leading teams to excellence in customer experience.
We are looking for an individual with a strong drive and an ability to foster relationships with internal, external or client-side key stakeholders.
ROLE SUMMARY
The Client Success Manager seeks to develop a positive customer experience, fosters relationships and support brand loyalty. Under the supervision of the Client Success Director, the CSM promotes the ease of our product by way of granting access to our telemedicine platform, communicating with key internal stakeholders, technical departments, brokers and insurers and HR representatives while providing an overall positive experience with the brand, manage key accounts & enterprise clients.
KEY RESPONSIBILITIES
- Updating Client Access lists within our standard response time
- Assist customers as needed with setting up and navigating programs associated
- Assist and Coordinate with our National Implementation team to ensure smooth client experience post launch
- Review customer complaints and concerns and seek to improve all aspects of the client experience with the company
- Optimize existing processes within the company and actively enhance all customer success activities
- You will validate and reconcile customer data with our own
- Use data to create accurate reports for internal and external users
- You will build strong relationships, liaising with internal and external stakeholders
Qualifications
- Bachelor’s degree in business, administration, or in a related field, and/or experience in a customer success, a client facing or a client support capacity
EXPERIENCE AND SKILLS REQUIRED
- Ideally 5+ years of experience customer experience
- Ideally 2+ years of experience management
- Highly skilled at client service/business operations
- Ideally experience in the insurance or medical fields
- Experience in working with complex, multi-divisional, multi-geographical customers
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, familiar with SFDC (CRM) reporting tools & data
- Accountability and personal organization are essential
- Experience in managing a diverse group and training each according to company standards
- Ability to establish milestones and keep all team members on task
- Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
- Ability to plan, prioritize, coordinate, and manage multiple projects with attention to detail
- Must be energetic, forward-thinking, innovative, and change-oriented with a positive and professional image
- Accountability and personal organization skills are essential
- Critical thinking and customer service skills
- Excellent listening skills and capacity for empathy
- Outstanding communication skills – written and verbal
- Experience with accounting systems for small business and or large businesses especially the software SAP, Quick Books, and Xero
- Experience with Google Suite would be an asset
- Proficient with Excel and its different formats
- Bilingual, with effective communication skills in both French and English, oral & written
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.
