Partner Success Manager - Provider Solutions

Montréal, QC
70.000-130.000 $ par an
Permanent
Temps-plein

Il y a 28 jours

DescriptionAbout the OpportunityTELUS Health is seeking an experienced Partner Success Manager to join our Provider Solutions team. This strategic role combines customer success leadership with channel management expertise to drive the success of our partner ecosystem. As the primary interface between TELUS Health and our valued partners, you will play a critical role in ensuring partner satisfaction, driving revenue growth, and fostering long-term strategic relationships that deliver exceptional healthcare solutions to Canadians.If you're passionate about building partnerships, driving business outcomes, and making a meaningful impact in healthcare technology, this is your opportunity to shine.What You'll DoPartner Management

Serve as the Single Point of Accountability (SPOA for assigned partners, managing relationships to ensure all contract deliverables are met and partner expectations are exceeded
Build and maintain strong, trust-based relationships with partner organizations at all levels, from operational teams to leadership levels
Provide day-to-day partner advice, support, and strategic guidance to drive mutual success

Governance & Relationship Excellence

Lead formal governance frameworks at both operational and leadership levels to instill partner loyalty, satisfaction, and long-term commitment
Focus relentlessly on revenue retention and identifying growth opportunities within the partner ecosystem
Conduct regular account reviews, partner satisfaction assessments, and post-incident investigations to drive continuous improvement

Partner Performance & Optimization

Monitor, measure, and analyze partner performance against business case, budget projections, TELUS quality standards, adherence to corporate policies, and operational targets
Establish and enhance strategic partnerships with internal / external service partners to improve customer experience.
Identify opportunities for sales teams to support the growth of the business.
Report revenues and manage billing and audits with each partner
Provide synthesis, trending analysis, and actionable recommendations for performance and process improvements
Identify, resolve, and/or escalate instances of non-achievement; collaborate with partners to identify root causes and guide them to suitable resolutions

Strategic Collaboration & Communication

Act as the primary liaison between TELUS teams and partners, ensuring effective and timely communication on product updates, policy changes, and procedural modifications specific to TELUS Health solutions
Liase between TELUS internal groups (Go to market, Operations, Business Intelligence, Quality, Continuous Learning) through effective and timely communication, training and coaching, and 3rd party vendors on new/changes product information

Business Reviews & Strategic Planning

Develop, prepare, and present comprehensive monthly and quarterly business reviews demonstrating performance against targets, identifying gaps, and providing strategic recommendations
Review, identify gaps in, and optimize internal and partner processes to achieve sales, quality, efficiency, and revenue targets
Recommend, develop, implement, and influence improved results through customized performance management initiatives and sharing of best business practices

Issue Resolution & Escalation Management

Proactively manage all service delivery and service assurance issues, including escalations, to ensure partner satisfaction and continuous improvement
Respond promptly to partner support requests and ensure timely resolution of challenges
Oversee the closure of partner satisfaction improvement initiatives

QualificationsWhat You BringRequired Qualifications

5+ years of experience in customer success management, account management, or channel/partner management, preferably in healthcare technology, SaaS, or B2B technology environments
Proven track record of managing complex, strategic accounts or partner relationships with demonstrated revenue retention and growth
Strong executive presence with experience presenting to and building relationships with leadership team
Expertise in vendor/partner performance management, including metrics analysis, reporting, and continuous improvement methodologies
Excellent project management skills with ability to manage multiple priorities, timelines, and stakeholders simultaneously
Outstanding communication skills (written and verbal) with ability to influence and collaborate across all organizational levels

Desired Qualifications

Experience in healthcare, health technology, or provider solutions
Background in both customer success and channel/partner management
Familiarity with formal governance frameworks and business review processes
Experience with performance management tools and business intelligence platforms
Knowledge of TELUS products and services (an asset)
Bilingual (French and English)

Key Competencies

Strategic thinking and business acumen
Relationship building and stakeholder management
Problem-solving and conflict resolution
Data-driven decision making
Change management and process optimization
Collaborative leadership
Customer-centric mindset

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.Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.Salary Range: $70,000-$130,000Performance Bonus or Sales Incentive Plan: 12%Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:

Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …

Job Type: This is for a current vacancyA bit about usWe’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.You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.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.HealthWe’re looking for clinicians, programmers, product developers, sales and marketing people, customer support, and everyone in between. If you have a penchant for turning information into better health outcomes, then we want you to help us develop, implement and manage the most innovative healthcare solutions possible.We are honoured to be recognized21,166
Physicians using TELUS Health electronic medical records6,300
Pharmacies using our pharmacy solutions140 million+
Health claims processed using TELUS Health solutionsAccessibilityTELUS 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.

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