Join our Team
 
TELUS Health Pharmacy Solutions is an IT leader in the Canadian health care sector where our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada. If you are a driven and personable individual who enjoys new technology, the Client Service Management team might be a fit for you! We are a close-knit group of professionals that are highly motivated and passionate about advocating for our pharmacy clients and building strong relationships. 
 
Here’s the impact you’ll make and what we’ll accomplish together
 
As a Client Service Manager you are an active listener, a professional and effective communicator, self-driven and decisive, able to command high pressure situations while remaining neutral.  You are the face of TELUS Health Pharmacy Solutions for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer organization on a regular basis. By working in a collaborative and engaged relationship with our Sales/Account team, you will support new business development and product offerings ultimately aiding in revenue retention and growth.
 
 

Here’s how
 

• Be the trusted advisor for our customers, working to assist with their business strategies and growth
• Ensuring that all areas within our organization are compliant with our contractual commitments, reporting on SLA, KPI and as necessary co-ordination of corrective actions, and align on future growth potential 
• Co-ordination of all Customer Support activities, change request, implementation of new products and services, report requests and other day to day functions in support of the customer, through a program management approach
• Co-ordination with Product, and Development to address service requirements
• Engage the client to fully understand their business to effectively create account and opportunity plans
• Maintains tight control over the project schedules, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements.
• Collaborating, negotiating strategic growth of your assigned accounts 
• Building and maintaining strong business relationships with assigned customers
• Providing thought leadership and technical insight into client business decisions
   

You’re the missing piece of the puzzle
 

• Proven expertise using the Kroll application and/or Healthcare Technology
• Experience working in a pharmacy environment
• Forecast and track key account metrics ( e.g quarterly and annual sales forecasts)
• Strong Account Plan Skills and CRM experience
• Proven success in a similar or same role
• Ability to understand client issues, taking steps to articulate and create custom projects to support timely resolution, and be continuously self-driven to resolve.
• Strong interpersonal skills and proven ability to develop highly effective relationships with all levels of management, peers, team members and customers  
• Demonstrated leadership success in a customer service and sales environment
• Experience in successfully resolving escalated customer issues
• Strong communication and presentation skills, with a strong command of the English language
• Strong problem-solving and analytical skills
• Excellent organizational and time-management skills, with demonstrated ability to work on multiple often conflicting tasks
• Ability to work independently and with minimal direction, and is flexible to change and resilient to stressful situations
• Strong business acumen and aptitude for customer service excellence

 
Great to have
 

• A demonstrated knowledge in troubleshooting Kroll software issues
• Deep understanding of the Pharmacy landscape and trends
• French is an asset

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.