Customer Success Associate

Associate Customer Success Manager page is loaded

Associate Customer Success Manager

Apply locations Sydney, New South Wales, Australia time type Full time posted on Posted 2 Days Ago job requisition id R-14992 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 Associate Customer Success Manager is responsible for managing a specific book 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 (EAP). This role may be based from a remote/home office in Australia, preferably in Melbourne, Sydney or Brisbane. 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
• 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
• Act as a liaison with internal departments to resolve issues that may arise with clients
• Managing and coordinating Quality Assurance Reviews
• Follow up on manager consultations
• Responsible for updating and utilising the CRM (Customer Relationship Management) system

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

• Completed higher education (ex. Bachelor's Degree) in Business or a related field, or equivalent work experience required
• 1-3 years of experience in a sales or account management support role
• Previous experience with HR, employee wellbeing or wellness programs, and/or EAP is preferred
• Demonstrated ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities
• Ability or potential to manage a book of business independently
• Ability to meet clients as required, including some travel depending on client location (long-term / as permitted based on company Pandemic Working Group guidelines)
• Ability to meet and exceed revenue targets
• Exceptional communication and interpersonal skills, proven ability to develop relationships internally and externally
• Strong problem-solving skills including the ability to be solutions-oriented, and to collaborate with internal teams to address client requests
• Strong organisational, and time management skills including the ability to be self-directed in managing multiple priorities in a fast paced environment
• Analytical, and Project Management skills are an asset

Where 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 talentacquisitiononboarding@telushealth.com . 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 Us

Being 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 more Find 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 care Coming 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 matters Make 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. #J-18808-Ljbffr