LifeWorks logo
LifeWorks

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. Global-leading health and well-being provider encompassing physical, mental, and financial health. Improving health outcomes for consumers, patients, healthcare professionals, employers, and employees.

Associate Customer Success Manager

Customer SupportCustomer SupportFull TimeRemoteLeadTeam 5,001-10,000

Location

Australia

Posted

9 days ago

Salary

0

Seniority

Lead

No structured requirement data.

Job Description

Associate Customer Success Manager

LifeWorks

Role Description TELUS Health is empowering every person to live their healthiest life. As an Associate Customer Experience professional, you'll manage a high-volume portfolio of clients, ensuring seamless contract renewals and delivering consistent service excellence across a fast-paced, transactional environment. You'll work fully remote from Melbourne, Sydney, Brisbane, Adelaide, or Perth. About The Role: - Organised, detail-oriented professional to manage and maintain a high-volume portfolio of 150–250 accounts. - Serve as the primary point of contact for clients, ensuring smooth contract renewals and protecting retention of core EAP offerings. - Deliver exceptional service across a transactional, efficiency-driven environment. - Essential to customer success operation with strong organisational skills and a proactive approach. 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. - 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. Qualifications - 1–2 years in account management, customer service, or administrative support roles. - 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 - Competitive salary package with generous commission scheme. - 2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through 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.

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