Associate Customer Success Manager

À TELUS Santé, nous donnons à chacun les moyens de vivre plus sainement. Guidés par notre vision, nous exploitons la puissance de notre technologie de pointe et misons sur l’unicité des personnes pour créer le futur de la santé. En tant que chef de file mondial des services de santé et de bien-être – englobant la santé physique, mentale et financière – TELUS Santé améliore les résultats en matière de santé pour les consommateurs, les patients, les professionnels de la santé, les employeurs et les employés.

As an Associate Customer Experience professional, you'll manage a high-volume portfolio of clients - ensuring seamless contract renewals, protecting core EAP offerings, and delivering consistent service excellence across a fast-paced, transactional environment. You'll be the operational backbone of our customer success function, working fully remote from Brisbane, Melbourne or Sydney.

About The Role:

We're looking for an organised, detail-oriented professional to manage and maintain a high-volume portfolio of 150–250 accounts. You'll serve as the primary point of contact for your clients - ensuring smooth contract renewals, protecting retention of core EAP offerings, and delivering exceptional service across a transactional, efficiency-driven environment.

This role is essential to our customer success operation. You'll need strong organisational skills, the ability to manage multiple priorities simultaneously, and a proactive approach to identifying at-risk accounts before renewal deadlines. You'll work efficiently across a dynamic landscape while maintaining high-touch service standards.

Role & Responsibilities:

Serve as the primary point of contact for all assigned accounts in the high-volume portfolio

Manage and execute contract renewal processes in collaboration with internal teams

Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more

Proactively identify at-risk accounts and implement retention strategies for core EAP offerings

Conduct regular client touchpoints and renewal check-ins via phone, email, and webinar

Respond to client inquiries in a timely manner while maintaining service excellence

Prepare and issue regular utilisation reports and renewal communications

Coordinate manager and employee orientations via phone or webinar

Maintain accurate, up-to-date records in the CRM system

Utilise CRM data to track account health metrics, renewal dates, and client interactions

Ensure compliance with contractual obligations and service delivery standards

Identify and escalate opportunities for service expansion to the Customer Success Manager team

Manage administrative tasks including documentation, reporting, and account maintenance

Monitor account engagement levels and proactively reach out to inactive clients

Skills & Experience Required:

2+ years in account management, customer service, or sales roles

Strong sales experience and commercial acumen, with the ability to identify opportunities and support business outcomes

Experience with HR, employee wellbeing, or EAP programs preferred

Demonstrated ability to manage multiple priorities and meet deadlines

Strong organisational and time management skills

Excellent communication and interpersonal skills

Proficiency in CRM systems (Salesforce or equivalent)

Advanced Microsoft Office Suite and reporting tools

Ability to work efficiently in a high-volume, transactional environment

Detail-oriented with strong attention to accuracy

Proactive problem-solving approach

Ability to work across multiple tech platforms

High School Diploma or equivalent; Bachelor's Degree in Business, Human Resources, or related field preferred

Ability to pass background checks and security clearances as required by TELUS Health

Right to work in Australia

Benefits & Perks:

At TELUS Health, we offer more than just a job – we offer the opportunity to be part of a global movement empowering every person to live their healthiest life, while building healthier, happier workplaces across Australia and beyond.

Competitive salary package with generous commission scheme

2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnerships

Comprehensive insurance coverage including Total Disability and Death Cover

Employee Assistance Program (EAP) and access to leading health & wellbeing platforms

Flexible work arrangements – work remotely, in-office, or a blend that suits your lifestyle

Award-winning Amazing People Performance Development program to accelerate your growth

Career mobility across local and global locations and businesses within our 100,000+ team member organization

LinkedIn Learning account with unlimited access to thousands of professional courses

Six employee-led Diversity & Inclusiveness resource groups with 7,000+ members

Values-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomes

À propos de nous

Nous sommes une équipe axée sur les personnes, les clients et les objectifs, qui collabore, innove et crée des retombées positives au quotidien. Nous améliorons des vies grâce à nos solutions technologiques. Nous favorisons une culture d’innovation qui permet aux membres de l’équipe de résoudre des problèmes complexes et de produire des résultats exceptionnels sur le plan humain dans un monde numérique.

Avertissement : Conformément à la Politique de sécurité des centres de données de TELUS Santé, tout membre de l’équipe susceptible de travailler dans un centre de données ou d’avoir accès à des renseignements détaillés sur les technologies de service client peut faire l’objet d’une enquête de sécurité auprès du gouvernement du Canada.

Remarque aux candidats du Québec : si la connaissance de l’anglais est requise, c’est parce que le/la membre d'équipe qui occupera ce poste sera appelé(e), sur une base régulière, à interagir en anglais avec des parties externes ou internes ou encore à travailler dans un environnement informatique anglais dans le cadre de ses tâches.

En déposant votre candidature pour ce rôle, vous comprenez et acceptez que vos informations seront partagées avec l'(les) équipe(s) d'acquisition de talents du groupe de sociétés TELUS et/ou tout gestionnaire impliqué dans le processus de sélection.