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Associate Customer Success Manager

3 months ago

Sydney, New South Wales, Australia LifeWorks Full time

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
  • 13 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 daytoday 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 (longterm / 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 problemsolving skills including the ability to be solutionsoriented, and to collaborate with internal teams to address client requests
  • Strong organisational, and time management skills including the ability to be selfdirected 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.