Director Customer Success

Montreal, QC, Canada

$ 100.000 - 125.000

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 TELUS Health's Employer Solutions team is focused on delivering high quality care through highly personalized care, enhanced employers and employees experiences and easy access to a broad range of services such as Employee Assistance Program (EAP) as well as primary care, preventive health, wellness, mental health, occupational and executive health.

Here's the impact you'll make and what we'll accomplish together

As the Director of Customer Success, you will take charge of overseeing the business and executive relationships with our corporate clients within your assigned CSM team. Your primary focus will be on nurturing a CSM team that excels in building trusted advisor relationships and assisting clients in boosting employee engagement and overall wellness.

We are looking for a Director of Customer Success who embodies high energy and is known for establishing trusted relationships. This role presents an exciting opportunity for you to join a rapidly growing industry leader that is committed to delivering cutting-edge engagement and wellness solutions.

What you'll do

Lead and Develop Team: Recruit and retain a high-performing CSM team within the assigned region.

Foster a culture of excellence and collaboration within the team.

Strategic Planning: Build a strategic plan within the assigned region/team to exceed KPIs. Execute strategic initiatives to drive business growth and success.

Client Relationship Management: Develop relationships at all levels within the client organization, with a focus on C-level executives. Maintain the highest level of client loyalty through strong client relationships.

Drive Engagement: Drive continuous engagement by providing innovative communication programs focused on user uptake and persistency.

Customer Advocacy: Create a culture of customer advocacy and engagement. Solicit client feedback to drive product and operational improvements for an enhanced Customer Experience.

Collaboration and Networking: Work closely with internal partners to address client needs and advocate for clients. Connect clients to the broader TELUS Health 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

Business Expansion: Identify opportunities for solution expansion and growth. Coordinate the delivery of additional ad-hoc services and refer expansion opportunities to the sales team.

Qualifications:

What You Bring:

Proven experience in customer success or account management roles, preferably in the healthcare or wellness industry.

Strong leadership skills with the ability to inspire and motivate a team towards achieving common goals.

Excellent communication and relationship-building skills, with a focus on client satisfaction and retention.

Strategic thinker with the ability to drive business growth and exceed targets.

MBA or other master's degree required.

5-8 years of team management experience.

Bilingualism in French and English is required

Great to Have:

Experience in the healthcare industry or a related field.

Knowledge of employee engagement and wellness solutions.

Familiarity with client advocacy and relationship management practices.

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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 is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

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