Associate Customer Success Manager

Associate Customer Experience ProfessionalTELUS 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 portfolioManage and execute contract renewal processes in collaboration with internal teamsDrive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and moreProactively identify at-risk accounts and implement retention strategies for core EAP offeringsConduct regular client touchpoints and renewal check-ins via phone, email, and webinarRespond to client inquiries in a timely manner while maintaining service excellencePrepare and issue regular utilisation reports and renewal communicationsCoordinate manager and employee orientations via phone or webinarMaintain accurate, up-to-date records in the CRM systemUtilise CRM data to track account health metrics, renewal dates, and client interactionsEnsure compliance with contractual obligations and service delivery standardsIdentify and escalate opportunities for service expansion to the Customer Success Manager teamManage administrative tasks including documentation, reporting, and account maintenanceMonitor account engagement levels and proactively reach out to inactive clientsSkills & Experience Required:2+ years in account management, customer service, or sales rolesStrong sales experience and commercial acumen, with the ability to identify opportunities and support business outcomesExperience with HR, employee wellbeing, or EAP programs preferredDemonstrated ability to manage multiple priorities and meet deadlinesStrong organisational and time management skillsExcellent communication and interpersonal skillsProficiency in CRM systems (Salesforce or equivalent)Advanced Microsoft Office Suite and reporting toolsAbility to work efficiently in a high-volume, transactional environmentDetail-oriented with strong attention to accuracyProactive problem-solving approachAbility to work across multiple tech platformsHigh School Diploma or equivalent; Bachelor's Degree in Business, Human Resources, or related field preferredAbility to pass background checks and security clearances as required by TELUS HealthRight to work in AustraliaBenefits & 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 scheme2 dedicated Wellbeing Days annually, plus Volunteer Days to give back through our charitable partnershipsComprehensive insurance coverage including Total Disability and Death CoverEmployee Assistance Program (EAP) and access to leading health & wellbeing platformsFlexible work arrangements – work remotely, in-office, or a blend that suits your lifestyleAward-winning Amazing People Performance Development program to accelerate your growthCareer mobility across local and global locations and businesses within our 100,000+ team member organizationLinkedIn Learning account with unlimited access to thousands of professional coursesSix employee-led Diversity & Inclusiveness resource groups with 7,000+ membersValues-driven, collaborative, and inclusive team culture united by our purpose to drive remarkable health outcomesWe'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.