Account Support Representative, Telus Health Care Centers

Description

Here's the impact you'll make and what we'll accomplish together

TELUS Health Care Centres is driving the future of healthcare innovation in Canada. Our 14 state-of-the-art medical facilities aim to provide a comprehensive and modern approach to healthcare, combining personalized attention with advanced medical technology.

As an Account Support Representative, you'll have the exciting opportunity to promote cutting-edge health technology and personalized care solutions to businesses by supporting our account managers to drive growth and retention through creating great customer outcomes.

This role is ideal for energetic and motivated individuals with strong communication skills and a passion for improving healthcare outcomes. By joining our team, you'll play a crucial part in expanding access to innovative health solutions across Canada.

Here's how

• Relationship Owner: Understanding of our Master Services Agreement (MSA), hold the right parts of our organization responsible to live up to our commitments, and ensure that customers have appropriate expectations and adhere to our standard service offering. You communicate with customers in a timely fashion on any issues they raise. Our goal is to provide such good service that we get referrals from all of the customers in our base.
• Lifecycle Leadership: Set strategy for key lifecycle activities by developing module account plans and/or deal plans as required, Prepares costing estimates, develops quotes, and delivers proposals on time for basic services and products with 100% accuracy, Initiates hand-off documents and contract administration
• Up-sell and cross sell and identify opportunities by understanding of the customer's business objectives and current issues to determine the Best Next Actions, and use Strategic Business Review (SBR) to get buy-in to this course of action to create a win-win outcome and pass leads to Account Managers/Executives
• Churn Management: Assess churn risk of all assigned customers and proactively identify issues impacting customer satisfaction for each customer, determine the "Get to Green" action plan, work with others in the organization to solve the issue, and communicate status updates to the customer
  

Qualifications

You're the missing piece of the puzzle

• Customer First: You embody Customer First with a passionate interest in understanding our customers' point of view and their experience with our services and you use this perspective to identify what matters most
• Selling: You ask the right questions to help customers articulate their acute and strategic needs and use your understanding of our products to demonstrate how we can help solve their problems, and you are able to bring these conversations to a close with a signed contract.
• Technical Aptitude: You can describe to a customer how various technical solutions work (at a high level) to enable them to feel confident they are choosing the solution that's right for them.
• Ownership: You take ownership of our customers' problems and continue to drive them until our customer agrees the problem is fixed, juggling multiple asks from many customers at the same time
• Interpersonal: You build strong, collaborative relationships and effectively balance tasks with people. You address conflict directly and constructively, fostering productive outcomes. Others appreciate your positive approach, professionalism, and ability to exemplify TELUS values in action.
• Critical thinking and Communication Skills: You are able to convey complex information clearly and concisely verbally to audiences with a variety of technical skill levels to drive timely decisions

Great to have

• PSO (Premier Sales Organization) experience and/or successful completion of a recognized selling skills program or successful completion of a recognized Sales and Marketing diploma or certificate program
• Knowledge of TELUS Health Care Centers offerings & competitive offerings and their ability to meet the customer's needs
• Bilingual English and French, strong 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.