Customer Success Manager

7 months ago

Sydney, 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.

About the role:
The Customer Success Manager strives to build trusted advisor relationships with our clients and help them drive higher employee engagement and an overall better level of wellness with the LifeWorks solution.

The Customer Success team is responsible for the overall business and executive relationship with LifeWorks’ customers.

This is a part-time opportunity (4 days a week) working a 12-months max term contract.

The role can be based in any of our main offices (Sydney, Brisbane, Melbourne, Canberra)

**Responsibilities**:

- Maintain the highest level of client loyalty by developing relationships at all levels within the client organization, particularly the C-level executives.
- Conduct ongoing business reviews that measure client success and build plans to achieve client success including:

- Driving continued engagement of the LifeWorks solution by providing innovative communication programs focused on user uptake and persistency.
- Ongoing project status.
- Upcoming Product Roadmap presentations.
- Strategy sessions and solution optimization.
- Establish recurring targets and monitor performance.
- Provide information about LifeWorks’ company vision and product strategy as well as release readiness activities.
- Share best practices and connect clients to other clients to share ideas and industry best practices.
- Create high levels of customer advocacy and engagement.
- Solicit client feedback and work with internal partners to help drive product and operational improvements to enhance the overall Customer Experience.
- Work closely with operational counterparts inside LifeWorks to drive issues to closure.
- Continually advocate for Clients and find new ways to add value to the Client.
- Drive client engagement by connecting clients to the broader LifeWorks 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 collaboration.
- Manage and negotiate the renewal process when needed.
- Coordinate contracting and delivery of additional ad-hoc services.
- Identify additional solution expansion opportunities and refer to sales.

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

- Post secondary education in Business, Technology, or a related field
- 5+ years of experience in Account Management, Success Management or other customer facing relationship role
- Familiarity with Employee Assistance, Wellness, Recognition, Perks or Human Capital Management market

We are committed to the principle of equal employment opportunity for all employees and to providing employees with a safe work environment free of discrimination and harassment. We celebrate and embrace diversity in all its forms and have a zero-tolerance policy for violence, including domestic and family violence.
- Proper completion of probity checks and adherence to State/Territory public health orders is required as part of the recruitment process for all TELUS Health roles.

Where permitted by law, company employees must be fully immunized to access a TELUS Health or LifeWorks office or customer premises.

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