Location & Flexibility

This role can operate remotely within the US OR be based out of one of our major US office locations - Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA.

The Opportunity

The Strategic Account Manager owns and grows TELUS Digital's relationships with our U.S. healthcare clients - health plans, PBMs, healthcare services organizations, and other regulated healthcare enterprises. You're the person who connects client priorities to what TELUS Digital can deliver across CX, digital, AI, and transformation.

This isn't an account administration role. We need someone who can build real relationships with senior client stakeholders, understand what's driving their business, and turn that understanding into a growth strategy the rest of TELUS Digital can rally behind.

Responsibilities
Own the account strategy

Build and keep current a full account plan for each client you own, including objectives, stakeholder strategy, growth priorities, and risks. Stay on top of the client's business direction, the market pressures they're facing, and how their competitive landscape is shifting. You're the internal expert on this account - TELUS Digital leadership should be able to come to you for the real picture.

Manage relationships at the executive level

Build trusted-advisor relationships across the client organization, not just with your day-to-day contacts. Keep a working map of decision-makers, influencers, and advocates, and know where the gaps are. Set a regular cadence of executive and operational touchpoints, and get in front of clients in person when it matters. Coordinate how Account Management, Operations, Sales, and Digital show up to the client so the message stays consistent.

Grow the account

Spot whitespace by genuinely understanding the client's business, not by running a standard sales playbook. Turn client problems into opportunities that create measurable value, and build a preference for TELUS Digital before an RFP ever gets written. Keep a live pipeline with real opportunities, stakeholders, next steps, and timing, and hit your revenue, retention, and expansion targets.

Know the TELUS Digital portfolio

Develop solid working knowledge of what TELUS Digital offers - CX/BPO, digital, AI, automation, analytics, and transformation - and connect it to specific problems your client is dealing with. Bring in the right subject matter experts when you need them, but stay the one who owns the overall relationship. The goal is to be seen as a transformation partner, not just an outsourcing vendor.

Partner with Operations

Be clear about where Account Management's responsibilities end and Operations' begin, and don't duplicate work. Make sure Operations understands the account strategy and what's driving the relationship. When something goes wrong for the client, help drive it to resolution and hold the right people accountable, without becoming the delivery manager yourself. Keep Operations, Digital, Sales, Finance, Solutions, and Compliance aligned around the account.

Follow through

Own what you commit to, with clients and internally. Push issues to resolution instead of just delegating them and hoping. Close the loop, confirm things actually got done, and communicate outcomes. Get ahead of client concerns before they turn into escalations.

Competencies

• 8+ years in enterprise account management, client leadership, or strategic sales
• Experience managing complex relationships with Fortune 500-caliber clients
• U.S. healthcare experience strongly preferred - payer, PBM, healthcare services, or health tech
• A track record of building senior executive relationships and operating as a trusted advisor
• Experience building and running strategic account plans
• A history of growing existing enterprise accounts, not just landing new ones
• Solid grounding in digital transformation, AI, CX, BPO, or technology-enabled services
• The ability to get cross-functional teams moving without having direct authority over them
• Strong executive communication and presentation skills
• Willingness to travel regularly to see clients in person

Healthcare Knowledge You'll Need

You don't need to be the clinical or technical expert in every area, but you do need enough healthcare fluency to hold your own with client executives, including:

• U.S. health plan and payer operations
• PBM and pharmacy services
• Medicare and Medicaid
• Member and provider experience
• Claims and back-office operations
• Healthcare regulatory and compliance basics
• Stars, HEDIS, and CAHPS quality measures
• Digital and AI applications in healthcare