Business Development Specialist IV

Description

The Customer Success Manager is responsible for managing a portfolio of small-to-medium enterprise (SME) clients, driving sustainable growth within the customer base and developing

long-term strategic relationships through exceptional customer service and consultative support. This role serves as the primary point of contact for assigned clients, ensuring

successful delivery and evaluation of Employee Assistance and Support Programs (EAP) while identifying opportunities for account expansion and renewal.

The position plays a critical role in client retention and satisfaction by providing proactive program governance, strategic insights, and tailored solutions that address client needs.

Through expert relationship management and business acumen, the Customer Success Manager ensures clients maximize the value of TELUS Health services while contributing to

revenue growth targets. This role requires a consultative approach to understanding client challenges, anticipating needs, and delivering solutions that support employee wellbeing

objectives.

By maintaining strong partnerships with internal teams and external stakeholders, this position ensures seamless service delivery, contract compliance, and continuous

improvement of client programs. Ultimately, the Customer Success Manager contributes to TELUS Health's mission of improving health outcomes by enabling organizations to support

the mental health and wellbeing of their workforce.

Main activities

Client Relationship Management

• Manage and maintain a portfolio of SME client accounts, serving as the primary point of contact for all service-related matters
• Develop and nurture long-term strategic relationships with key stakeholders and decision-makers within client organizations
• Respond to client inquiries and service requests in a timely and strategic manner
• Conduct regular client touchpoints, annual planning preparation, and business review meetings where appropriate
• Identify client needs and uncover business opportunities for account growth and expansion

Program Delivery & Governance

• Execute client contracts and programs in accordance with agreed service levels and deliverables
• Provide program governance including review of internal reporting and proactive identification of issues
• Prepare and issue regular reports to clients on program utilization, outcomes, and trends
• Coordinate and execute manager and employee orientations (delivered telephonically or by webinar) where appropriate
• Provide follow-up support on trauma responses, workplace support program (WSP) initiatives, and critical incidents

Revenue & Growth Management

• Achieve identified revenue and growth targets for assigned client portfolio
• Manage the contract renewal process in collaboration with appropriate internal teams
• Identify and pursue opportunities for service expansion and upselling within existing accounts
• Negotiate contract terms and renewals to ensure mutually beneficial outcomes
• Contribute to sales growth strategies and business development initiatives

Quality Assurance & Compliance

• Manage and coordinate Quality Assurance Reviews for client programs
• Follow up on manager consultations to ensure quality and client satisfaction
• Act as liaison with internal departments to resolve issues that may arise with clients
• Ensure compliance with contractual obligations and service delivery standards

Systems & Administration

• Maintain accurate and up-to-date records in the CRM (Customer Relationship Management) system
• Utilize CRM data to track client interactions, opportunities, and account health metrics
• Prepare reports and documentation to support client management and business planning activities

Experience Requirements

• Minimum 3 years of experience in a sales, account management, or customer success role
• Previous experience with HR, employee wellbeing, wellness programs, and/or
• Employee Assistance Programs (EAP) is highly preferred
• Demonstrated ability or potential to manage a book of business independently
• Proven track record of meeting and exceeding revenue and growth targets

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.