Associate Customer Success Manager

🔥 0 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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TELUS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

🏥 Healthcare

🛡️ Insurance

📡 Telecommunications

💰 $500M Post-IPO Debt on 2023-03

Healthcare • Insurance • Telecommunications

TELUS is a major Canadian telecommunications company that provides a wide range of services including mobile network plans, internet, and television services through platforms like PureFibre and Optik TV. The company offers an extensive array of mobile products such as phones, smartwatches, and tablets, alongside comprehensive internet and TV bundles. TELUS also focuses on additional services like smart home security and healthcare solutions, including virtual healthcare options. It operates across various regions in Canada and is committed to social impact initiatives, such as supporting charities through the TELUS Friendly Future Foundation. With a strong emphasis on connectivity and innovative solutions, TELUS is a key player in the telecommunications sector offering cutting-edge technology solutions to its customers.

📋 Description

• Serve as the primary point of contact for assigned accounts in a high-volume portfolio • Manage and execute contract renewal processes with internal teams • Drive upsell of additional services, including onsite counselling, critical incident management, assessments, flu vaccination, and health checks • Identify at-risk accounts and implement retention strategies for core EAP offerings • Conduct client touchpoints and renewal check-ins via phone, email, and webinar • Respond to client inquiries while maintaining service excellence • Prepare and issue utilisation reports and renewal communications • Coordinate manager and employee orientations via phone or webinar • Maintain accurate CRM records • Track account health metrics, renewal dates, and client interactions using CRM data • Ensure compliance with contractual obligations and service delivery standards • Identify and escalate service expansion opportunities to the Customer Success Manager team • Manage documentation, reporting, and account maintenance • Monitor engagement levels and reach out to inactive clients

🎯 Requirements

• 2+ years in account management, customer service, or sales roles • Strong sales experience and commercial acumen • 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 • Volunteer Days through charitable partnerships • Comprehensive insurance coverage including Total Disability and Death Cover • Employee Assistance Program (EAP) • 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 • Career mobility across local and global locations and businesses • LinkedIn Learning account with unlimited access to thousands of professional courses • Six employee-led Diversity & Inclusiveness resource groups • Values-driven, collaborative, and inclusive team culture