Senior Client Service Manager
Verified
Hybrid
Calgary, AB
CA$89,000 - CA$133,000/year
Mid Level
Full-time
Top Benefits
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
About the role
Description
Join Our Team
The TELUS Health team is seeking a highly organized and detail-oriented leader to join our team. As a Senior Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of an innovative client relationship and program. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.
What you’ll do:
- Acting as a trusted advisor and point of contact for our clients regarding their engagement with TELUS Health Personal Health Records and Digital Front Door products
- Lead overall client services to ensure requirements and roadmaps are met
- Support a team of highly skilled resources including project management, facilitation of team meetings, escalation resolution and response
- Liaise with internal stakeholders of the greater TELUS Health Team and executive leadership to provide updates on this important initiative
- Spearhead prioritization and change request processes with client, liaising with product, finance and sales teams to develop cohesive and detailed plans and financial assessments
- Lead and mentor the individuals working alongside you to maintain a high performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
- Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
- Develop effective presentations, reporting and tracking of all client activities
- Contribute to the business growth, with customer experience at the core of your efforts
- Maintain operational, quality and financial effectiveness of the client program
- Influence and shape the client success best practices of this team
- Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment
Qualifications
The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:
- Project Management Experience: a proven history of delivering complex client projects
- Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
- Financial Acumen: proven proficiency in financial business casing and budgeting
- Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
- Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
- Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
- Decisive Nature: ability to analyze data and KPIs to make decisions and problem solve to align with the program’s vision
- Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
- Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment
Additional Requirements:
- 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, directly supporting customer projects and initiatives
- Undergraduate degree in Business, Health Sciences or other related fields
- Demonstrated knowledge of the health informatics and digital health industry in Canada, public sector experience is an asset
- Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
- Demonstrated analytical and problem solving skills combined with well developed communication and interpersonal skills
- PMP designation is an asset
Salary Range: $89,000-$133,000
Performance Bonus or Sales Incentive Plan: 15%
Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:
- Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …
Senior Client Service Manager
Verified
Hybrid
Calgary, AB
CA$89,000 - CA$133,000/year
Mid Level
Full-time
Top Benefits
Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
About the role
Description
Join Our Team
The TELUS Health team is seeking a highly organized and detail-oriented leader to join our team. As a Senior Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of an innovative client relationship and program. We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.
What you’ll do:
- Acting as a trusted advisor and point of contact for our clients regarding their engagement with TELUS Health Personal Health Records and Digital Front Door products
- Lead overall client services to ensure requirements and roadmaps are met
- Support a team of highly skilled resources including project management, facilitation of team meetings, escalation resolution and response
- Liaise with internal stakeholders of the greater TELUS Health Team and executive leadership to provide updates on this important initiative
- Spearhead prioritization and change request processes with client, liaising with product, finance and sales teams to develop cohesive and detailed plans and financial assessments
- Lead and mentor the individuals working alongside you to maintain a high performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement
- Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed
- Develop effective presentations, reporting and tracking of all client activities
- Contribute to the business growth, with customer experience at the core of your efforts
- Maintain operational, quality and financial effectiveness of the client program
- Influence and shape the client success best practices of this team
- Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment
Qualifications
The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:
- Project Management Experience: a proven history of delivering complex client projects
- Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program
- Financial Acumen: proven proficiency in financial business casing and budgeting
- Operational Know-How: operate best practices in service delivery, customer care and conflict resolution
- Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external
- Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status
- Decisive Nature: ability to analyze data and KPIs to make decisions and problem solve to align with the program’s vision
- Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray
- Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment
Additional Requirements:
- 5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, directly supporting customer projects and initiatives
- Undergraduate degree in Business, Health Sciences or other related fields
- Demonstrated knowledge of the health informatics and digital health industry in Canada, public sector experience is an asset
- Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
- Demonstrated analytical and problem solving skills combined with well developed communication and interpersonal skills
- PMP designation is an asset
Salary Range: $89,000-$133,000
Performance Bonus or Sales Incentive Plan: 15%
Actual total compensation will be determined based on factors such as knowledge, skills, performance, experience and location. Additionally, TELUS offers rewarding benefits, which may vary per job function, such as:
- Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …