Account Support Representative

Description

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.

TELUS Health's Employer Solutions support the total health and wellbeing of over 35 million lives worldwide with our clinical expertise, global presence and digital well-being platform. 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 Employer 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.

Our team and what we'll accomplish together
 

The Alliances Customer Success team is responsible for the overall business and executive relationship with TELUS Health's channel partners. The Customer Success Manager strives to build trusted relationships with clients, advisors and partners and help them drive higher employee engagement and an overall better level of wellness through the TELUS Health's solution.

The Account Support Rep. is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and other tasks related to the delivery and evaluation of Employee Assistance and Support Programs.

This is an excellent opportunity to join a leading innovator focused on engagement and wellness solutions in a challenging and rewarding role. The ideal candidate is highly energetic, highly trusted relationship builder, passionate about helping clients succeed, and thrives in a highly collaborative and fast-paced environment.

What you'll do

• 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

• 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, as well as follow-up on trauma, WPT initiatives etc.

• 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 utilizing the CRM (Customer Relationship Management) system

What you bring

• University degree in Business or a related field, or equivalent work experience required

• 2-5 years of experience in a sales/account management environment

• Previous experience with HR, Wellness programs, and/or EAP considered an asset

• Demonstrated ability/potential to manage a book of business independently

• 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 to meet clients as required, including some travel depending on client location

• Demonstrated ability to meet and exceed revenue targets

• Strong problem-solving skills

• Strong organizational, analytical, and Project Management skills

• Exceptional written and verbal communication skills

• Bilingual proficiency in English and French is required.

Knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

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.