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.
Our team and what we’ll accomplish together
The primary responsibility of the Client Relationship Leader is to drive successful outcomes for our large enterprise customers, with a focus on the delivery of Canadian Retirement and Benefits outsourcing solutions. In this role you will be instrumental in inspiring a customer-focused culture across the organization and will be a key contributor in driving our overall client retention and growth strategy. The Client Relationship Leader will help to ensure that clients are unlocking the true value of the TELUS Health suite of services and will be responsible for growing their portfolio by delivering sales against quarterly and annual targets that will be provided by their leadership team.
As a key leader of the business and our Customer Journey, you will help to define the Vision and Strategy for the Client Development organization and will drive company-wide processes for delighting our customers, measuring client satisfaction and relationship health, and identifying the levers that will drive sustainable growth.
What you’ll do
- Client Relationship Management: Build deep client relationships, understanding their needs, strategic goals, and operating environment to drive adoption and value realization of purchased products and services.
- Service Delivery Leadership: Lead the post-sales orchestration of all resources to deliver on contractual obligations, manage scope, and ensure service levels are met and exceeded in partnership with Operations leadership.
- Project Sponsorship & Monitoring: Sponsor and monitor project management activities, ensuring alignment between client and TELUS Health teams on status and results.
- Risk Management & Retention: Identify risks and drive mitigation plans, including developing and executing client retention and contract renewal strategies.
- Strategic Industry Insight: Provide strategic insights and best methodologies for the design, implementation, adoption, and migration of emerging industry solutions.
- Internal Stakeholder Alignment: Coordinate with internal stakeholders to align on Customer Success strategy and objectives.
- Relationship Health & Advocacy: Maintain a reference-ready relationship health status (e.g., Net Promoter Score) and champion organizational initiatives, modeling TELUS Health’s core values.
- Financial Performance & Growth: Drive initiatives for ROI and profitability, carry a growth quota, and actively pursue upsell and cross-sell opportunities for new products and services.
What you bring
- Bachelor’s Degree or higher in a relevant business field, or equivalent operational experience.
- 7-10 years of strategic client management experience.
- 5-7+ years of progressive experience across multiple facets (e.g., operations, implementation, client management) of benefits program delivery, with preference for Defined Contribution, Defined Benefits, and H&W administration experience.
- Proven ability to exercise sound judgment, strong problem-solving, and analytical skills.
- Experience winning new business by participating in RFPs, extending existing account relationships into new geographies, and through direct sales approaches
- Demonstrated flexibility and adaptability to manage multiple responsibilities across the organization.
- Proven leadership and project management skills.
- Knowledge of regulatory requirements and standards for Benefits, Pension, and Retirement Plans.
- Experience with contract management and negotiations
- Availability to travel within Canada.
Great-to-haves
- Bilingual fluency in French and English is an asset, including the ability to communicate effectively in both languages verbally and in writing
- Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.) as part of this position's main responsibilities given its national scope.
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.
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.