Role Description As an Enterprise Customer Success Manager, you will take ownership of a portfolio of high-value enterprise customers, ensuring they achieve real, measurable value from our solutions. This is a strategic role focused on customer success, retention, and growth, engaging with senior stakeholders to understand their objectives and ensure successful outcomes. - Strategic Customer Success - Act as a trusted advisor to enterprise customers, including C-suite stakeholders - Understand customer challenges and objectives to shape tailored success plans - Focus on long-term outcomes rather than reactive issue resolution - Guide customers to increase product adoption and demonstrate clear return on investment - Commercial Ownership - Take responsibility for retention and revenue growth across your portfolio - Support renewals and identify expansion opportunities - Manage the customer lifecycle from growth opportunity through to delivery - Insight-led Engagement - Deliver structured business reviews that influence decision making - Support increased adoption and demonstrate measurable value and return on investment - Monitor customer health and act on risks and opportunities - Use data and insight to support recommendations - Collaboration & Delivery - Work closely with Sales, Support, Professional Services, and other teams - Ensure customer activity progresses effectively across internal functions - Maintain accurate records within CRM systems - Innovation & Continuous Improvement - Use AI, automation, and data tools to improve efficiency and outcomes - Explore new approaches to solving customer challenges - Stay up to date with products, competitors, and industry trends Qualifications - Customer Success or Strategic Account Management roles - SaaS or technology-led environments - Fleet, transport, logistics, or construction industries - A background where you have worked with enterprise or complex B2B SaaS customers Requirements - Experience managing enterprise or high-value accounts - Ability to develop executive relationships - A track record of driving retention and growth, where multiple stakeholders are involved - Strong problem-solving and commercial thinking - Confidence working independently and managing multiple enterprise accounts - A proactive approach, focused on delivering outcomes Benefits - OTE up to £72,500 - Company electric vehicle - Remote working with flexibility - Opportunity to travel across the UK and internationally (including Europe) - A role with high autonomy and real ownership of outcomes - Exposure to a diverse range of industries and customers - A supportive team environment with regular coaching and development

Role Description The Customer Success Manager is responsible for managing a specific block of clients, driving growth within the customer base and developing and maintaining long-term relationships by providing excellent customer service, consultative support, and negotiating/renewing existing client contracts related to the delivery and evaluation of Employee Assistance and Support Programs. - Achieve identified revenue and growth targets - Respond to client inquiries & service requests pertaining to their programs and services - Responsible for the execution of client contracts and programs - Responsible for program governance including the review of internal reporting and identification of issues - Issuing reports to clients - Managing the renewal process with appropriate internal teams - Responsible for client support, annual planning preparation and meetings where appropriate - Responsible for execution of manager and employee orientations (delivered telephonically or by webinar) where appropriate, as well as follow-up on trauma, WPT initiatives etc. - Act as a liaison with internal departments to resolve issues that may arise with clients - Managing and coordinating Quality Assurance Reviews - Follow up on manager consultations - Responsible for updating and utilizing the CRM (Customer Relationship Management) system Qualifications - University degree in Business or a related field, or equivalent work experience required - 3-5 years of experience in a sales or account management support role - Previous experience with HR, Wellness programs, and/or EAP considered an asset - Demonstrated ability to respond in a timely and strategic manner to the day-to-day requirements of our clients, while identifying and uncovering business opportunities - Ability or potential to manage a book of business independently - Ability to meet clients as required, including some travel depending on client location (long-term / as permitted based on company PWG guidelines) - Ability to meet and exceed revenue targets - Exceptional communication and interpersonal skills, proven ability to develop relationships internally and externally - Strong problem-solving skills including the ability to be solutions-oriented, and to collaborate with internal teams to address client requests - Strong organizational, and time management skills including the ability to be self-directed in managing multiple priorities in a fast-paced environment - Analytical, and Project Management skills are an asset Requirements - Salary Range: $62,860 - $80,500 - Sales Incentive Plan: $26,940 - $34,500 - Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. - We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. - We're open to discussing competitive compensation packages tailored to your experience level and expertise. Benefits - 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 Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. - It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status. - We offer accommodation for applicants with disabilities, as required, during the recruitment process.

• Lead customers through the onboarding and implementation process from kickoff to go-live. • Coordinate implementation timelines, milestones and deliverables to support successful deployments. • Facilitate customer meetings, communications and follow-up activities throughout implementation. • Partner with Customer Success, Product and Technical teams to deliver a consistent customer experience. • Identify implementation risks or blockers and work with stakeholders to resolve them. • Support technical onboarding activities, including integrations, data setup and system configuration. • Troubleshoot common implementation and integration issues, escalating more complex problems where appropriate. • Communicate technical concepts and implementation progress clearly to both technical and non-technical audiences. • Maintain implementation documentation and contribute to improving processes, workflows and reporting.

Role Description - Configure Plenful for New Customers and Use Cases: - Work with customers to execute implementation on established use cases and help Plenful continually improve our implementation process, bringing customers value more quickly and efficiently. - Engage Customers: - Represent Plenful in customer-facing meetings to gather feedback, understand client-specific needs, and assist in custom configuration. - Guide timelines, gently hold customers accountable to follow-up tasks, and continually raise the bar for customer experience. - Support Customers: - Provide omnichannel support for customers and help develop documentation on best practices with the Plenful platform. - Collaborate with Account Management and Sales: - Work closely with Account Management, Product Solutions, and Sales to define operational requirements for use case templates and modules, ensuring alignment with client needs and market demands. - Partner with Account Management and Sales to identify opportunities and lead implementations for contract expansions. - Engineering and Product: - Work closely with Engineering and Product Solutions on communicating new feature development needs and product requirements. - Be a key part of the feedback loop between customers and product by providing business context, customer feedback, and input on product design. Qualifications - 4+ years of in Solutions Engineering, Implementation, Technical Account Management, or a related field. - Direct experience in customer-facing roles or managing customer relationships. - Ability to explain complex technical problems in concise communication targeted to audience. - Experience in the healthcare industry (familiarity with data quality management, prior authorizations, benefits verification, etc.) - Extremely Preferred. Requirements - Proficient in SQL. - Proficient in Python. - Experience with APIs and/or healthcare integration standards (FHIR, HL7) and related data formats (JSON, XML, YAML). - Excellent verbal and written communication skills. - Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues. - Ability to work collaboratively across functions, including Sales and Account Management, to ensure a seamless customer experience. - Highly organized, able to manage multiple accounts, and prioritize tasks independently. Benefits - Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team off-sites, 401K matching, and stock options. - Join an all-star team with direct access to executive leadership. - Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders.