At a Glance
- Tasks: Drive strategic partnerships and champion client success in a dynamic health tech environment.
- Company: Join TELUS Health, a global leader in wellbeing solutions.
- Benefits: Enjoy remote work, comprehensive training, and a range of health perks.
- Other info: Be part of an inclusive team focused on innovation and positive impact.
- Why this job: Make a real difference in workplace wellbeing while growing your career.
- Qualifications: 5+ years in Customer Success with strong relationship management skills.
The predicted salary is between 49500 - 60500 £ per year.
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.
At TELUS Health, we're not just growing - we're on a mission to be the most trusted wellbeing company in the world. And we need a passionate Senior Customer Success Manager like you to help us get there.
Our Team and What We’ll Accomplish Together
Our EMEA Customer Success Team comprises a dynamic team of over 30 professionals, spanning the UK, Netherlands, France and Germany. We are united in our goal to enhance employee wellbeing worldwide.
As a Senior Customer Success Manager, you'll manage a portfolio of 8–12 large enterprise accounts, cultivating trusted advisor relationships at the C-level and across multiple stakeholder functions. You'll empower our clients to elevate employee engagement and enhance overall wellness through the full scope of TELUS Health solutions. This role offers a chance to be part of our dynamic and growing team, working with a leading innovator in wellness solutions. You'll work with a diverse range of clients, both national and international, from various industries.
Are you ready to be part of a team that's making a real difference in people's lives? Join us on this exciting journey and help shape the future of workplace wellbeing!
What You’ll Do
- Drive Strategic Partnerships: Develop deep relationships with client organizations, especially at the C-level, ensuring high retention and satisfaction through regular business reviews and strategic planning.
- Champion Client Success: Lead innovative engagement programs, project updates, and solution optimization initiatives that maximize the value clients receive from TELUS Health solutions.
- Connect & Collaborate: Foster a vibrant client community by facilitating best practice sharing, organizing networking events, and building strong internal partnerships to resolve client needs efficiently.
- Grow & Retain: Manage renewals, identify expansion opportunities, and coordinate additional services while continuously advocating for client needs and product improvements.
- Monitor & Optimize: Set and track performance targets, gather client feedback, and work with internal teams to enhance the overall customer experience and drive product improvements.
What You Bring
- 5+ years of experience in Customer Success, Client Relationship Management, or Account Management in a B2B enterprise environment.
- Proven track record of success in retaining and growing relationships with large, multistakeholder enterprise accounts.
- Experience with HR, employee wellbeing, or EAP programs highly preferred.
- Demonstrated ability to build trust and influence at C-level; executive presence and strong communication with clients and internal stakeholders.
- Strong consultative approach to problem-solving and project management; desire to exceed client expectations at every turn.
- Commercial mindset - comfortable with growth accountability and able to articulate the value exchange in renewal and expansion conversations.
- Resilience and adaptability in a fast-paced, changing environment.
- Experience with Salesforce or comparable CRM for data-driven decision-making.
- Willingness to travel occasionally to client sites within the region.
What We Offer
- Sales incentive plan.
- Comprehensive training and onboarding programme.
- Primarily remote work with a strong preference for candidates based in or around London.
- Pension.
- Private Medical Insurance including Digital GP.
- Healthcare Cash Plan - claim back dental bills or the cost of new glasses.
- Dental Plan.
- Life Insurance.
- Group Income Protection.
- 24 days annual leave and two extra wellbeing days per year, in addition to 8 bank holidays.
- Access to hundreds of perks including cashback offers and discounted gift cards on your favourite brands, discounted cinema tickets and more.
- Employee Assistance Programme (EAP) provided in a fully confidential manner to ensure you get the support you need.
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.
Senior Customer Success Manager employer: TELUS
TELUS Health is an exceptional employer, dedicated to empowering individuals to lead healthier lives through innovative wellness solutions. With a strong focus on employee wellbeing, our inclusive and dynamic work culture fosters collaboration and personal growth, offering comprehensive benefits such as private medical insurance, generous leave policies, and a supportive environment for professional development. Located in London, this role provides the unique opportunity to engage with a diverse range of clients while making a meaningful impact on workplace wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TELUS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TELUS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TELUS:Your cover letter is your chance to shine! Tell us why you want to work at TELUS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TELUS!
How to prepare for a job interview at TELUS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
