Lead Client Relations Specialist

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.

Join TELUS Health as a Lead Client Relations Specialist and become a catalyst for transforming how we deliver exceptional health and wellbeing solutions to our US clients.

In this dynamic role, you'll be at the heart of our mission to create the healthiest workplaces on the planet, driving meaningful partnerships that empower organizations to care for their teams. You'll serve as the single point of contact for all client needs related to our software platform, orchestrating seamless service delivery while championing client success through strategic relationship management and collaborative problem-solving.

What You'll Do

• Be the primary client contact for all software platform needs, building strong relationships with client teams and administrative staff
• Resolve issues and manage escalations by handling tickets, technical problems, and service requests with professionalism and urgency
• Drive account growth through identifying enhancement opportunities and collaborating with sales teams on new product introductions
• Ensure service excellence by leading cross-functional teams, managing change requests, and maintaining quality standards
• Navigate complex organizational structures and stakeholder dynamics while proactively managing client expectations
• De-escalate challenging situations while maintaining positive client relationships and transforming concerns into opportunities
• Conduct regular client meetings to assess satisfaction, uncover expansion opportunities, and develop compelling business cases
• Coordinate resolution efforts across internal teams to ensure timely problem-solving and seamless implementation support

What You Bring

• Bachelor's degree or equivalent professional experience in Business, Technology, or related field
• 4+ years in demanding client-facing roles with demonstrated success managing challenging external relationships
• Experience with SaaS platforms, benefits administration, or HR technology solutions preferred
• Technical competency including understanding of databases, project management tools, and basic troubleshooting capabilities
• Confident communication skills who thrives in high-stakes conversations and builds relationships naturally across diverse personalities
• Emotional resilience with ability to handle criticism constructively and stay composed under pressure from frustrated clients
• Persistent problem-solving mindset who doesn't give up on complex challenges and advocates assertively for win-win solutions
• Multi-tasking excellence managing competing priorities while maintaining quality and attention to detail in fast-paced environments
• Business acumen with ability to translate technical solutions into business value and understand client objectives
• Adaptable communication style that adjusts to match client preferences and organizational dynamics effectively

What's In It For You

• Travel opportunities including Hawaii - Experience diverse client environments and build relationships across exciting locations. Must be able to travel to the US.
• Cross-functional exposure - Gain valuable experience across multiple departments including implementation, technical teams, and product development
• Dynamic portfolio growth - As we expand our business, your role evolves with fresh challenges and learning opportunities
• Industry expertise development - Become a subject matter expert in health and wellness technology solutions
• Strategic influence - Shape product direction through direct client feedback and market insights
• Professional network expansion - Build relationships across healthcare, benefits, and technology sectors
• Continuous learning - Stay at the forefront of health technology trends and innovations

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. 

Disclaimer:  In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

The health and safety of our team, customers and communities is paramount to TELUS.  Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.