Associate Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the main point of contact for assigned accounts within a high-volume portfolio.

• Oversee and implement the contract renewal processes in collaboration with internal teams.

• Promote the upsell of additional services such as onsite counseling, critical incident management, assessments, flu vaccinations, and health checks.

• Recognize accounts at risk and apply retention strategies for core EAP offerings.

• Conduct client touchpoints and renewal check-ins through phone, email, and webinars.

• Address client inquiries while upholding service excellence.

• Prepare and distribute utilization reports and renewal communications.

• Organize manager and employee orientations via phone or webinars.

• Keep accurate records in the CRM system.

• Monitor account health metrics, renewal dates, and client interactions using CRM data.

• Ensure compliance with contractual commitments and service delivery standards.

• Identify and report service expansion opportunities to the Customer Success Manager team.

• Handle documentation, reporting, and account maintenance.

• Track engagement levels and proactively reach out to inactive clients.

⛳️ Requirements

• A minimum of 2 years' experience in account management, customer service, or sales roles.

• Strong sales expertise and commercial insight.

• Preferred experience with HR, employee wellbeing, or EAP programs.

• Proven ability to juggle multiple priorities and adhere to deadlines.

• Excellent organizational and time management capabilities.

• Outstanding communication and interpersonal skills.

• Proficient in CRM systems (Salesforce or similar).

• Advanced skills in Microsoft Office Suite and reporting tools.

• Ability to operate efficiently in a high-volume, transactional setting.

• Detail-oriented with a strong focus on accuracy.

• Proactive in problem-solving.

• Capability to work across various tech platforms.

• High School Diploma or equivalent; Bachelor's Degree in Business, Human Resources, or a related field preferred.

• Must pass background checks and security clearances as required by TELUS Health.

• Right to work in Australia.

🏝️ Benefits

• Competitive salary package with an attractive commission scheme.

• 2 dedicated Wellbeing Days each year.

• Volunteer Days through charitable partnerships.

• Comprehensive insurance coverage, including Total Disability and Death Cover.

• Employee Assistance Program (EAP).

• Access to top health & wellbeing platforms.

• Flexible work arrangements – work remotely, in-office, or a mix that fits your lifestyle.

• Award-winning Amazing People Performance Development program.

• Opportunities for 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.

• A values-driven, collaborative, and inclusive team culture.