Director of Customer Success

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. 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.

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.

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.

À propos de nous

Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.

À TELUS, nous sommes fiers de notre culture qui encourage la diversité. Nous croyons foncièrement à l’importance d’adopter des pratiques équitables en matière d’emploi.