The primary responsibility of the Client Relationship Leader is to drive successful outcomes for our large enterprise customers, with a focus on the delivery of Canadian Retirement and Benefits outsourcing solutions. In this role you will be instrumental in inspiring a customer-focused culture across the organization and will be a key contributor in driving our overall client retention and growth strategy. The Client Relationship Leader will help to ensure that clients are unlocking the true value of the TELUS Health suite of services and will be responsible for growing their portfolio by delivering sales against quarterly and annual targets that will be provided by their leadership team.
As a key leader of the business and our Customer Journey, you will help to define the Vision and Strategy for the Client Development organization and will drive company-wide processes for delighting our customers, measuring client satisfaction and relationship health, and identifying the levers that will drive sustainable growth.
What you'll do- Client Relationship Management: Build deep client relationships, understanding their needs, strategic goals, and operating environment to drive adoption and value realization of purchased products and services.
- Service Delivery Leadership: Lead the post-sales orchestration of all resources to deliver on contractual obligations, manage scope, and ensure service levels are met and exceeded in partnership with Operations leadership.
- Project Sponsorship & Monitoring: Sponsor and monitor project management activities, ensuring alignment between client and TELUS Health teams on status and results.
- Risk Management & Retention: Identify risks and drive mitigation plans, including developing and executing client retention and contract renewal strategies.
- Strategic Industry Insight: Provide strategic insights and best methodologies for the design, implementation, adoption, and migration of emerging industry solutions.
- Internal Stakeholder Alignment: Coordinate with internal stakeholders to align on Customer Success strategy and objectives.
- Relationship Health & Advocacy: Maintain a reference-ready relationship health status (e.g., Net Promoter Score) and champion organizational initiatives, modeling TELUS Health's core values.
- Financial Performance & Growth: Drive initiatives for ROI and profitability, carry a growth quota, and actively pursue upsell and cross-sell opportunities for new products and services.
What you bring- Bachelor's Degree or higher in a relevant business field, or equivalent operational experience.
- 7-10 years of strategic client management experience.
- 5-7+ years of progressive experience across multiple facets (e.g., operations, implementation, client management) of benefits program delivery, with preference for Defined Contribution, Defined Benefits, and H&W administration experience.
- Proven ability to exercise sound judgment, strong problem-solving, and analytical skills.
- Experience winning new business by participating in RFPs, extending existing account relationships into new geographies, and through direct sales approaches
- Demonstrated flexibility and adaptability to manage multiple responsibilities across the organization.
- Proven leadership and project management skills.
- Knowledge of regulatory requirements and standards for Benefits, Pension, and Retirement Plans.
- Experience with contract management and negotiations
- Availability to travel within Canada.
Great-to-haves- Bilingual fluency in French and English is an asset, including the ability to communicate effectively in both languages verbally and in writing
- Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.) as part of this position's main responsibilities given its national scope.
