Associate Customer Success Manager

Job description

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees. 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 A bit about us We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process. By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies’ Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.