TELUS

Partner Success Manager – Provider Solutions

TELUS

full-time

Posted on:

Location Type: Office

Location: Montréal • Canada

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Salary

💰 CA$70,000 - CA$130,000 per year

Tech Stack

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About the role

  • 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
  • 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
  • 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
  • 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
  • Liaise 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
  • 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
  • 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

Requirements

  • 5+ years of experience in customer success management, account management, or channel/partner management
  • 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
  • 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)
Benefits
  • Comprehensive total rewards package highlighting competitive salary and bonus structures
  • Minimum 3 weeks of vacation
  • 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 …
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer success managementaccount managementchannel managementvendor performance managementmetrics analysisreportingcontinuous improvement methodologiesproject managementperformance management toolsbusiness intelligence platforms
Soft Skills
relationship buildingexecutive presencecommunication skillsinfluencecollaborationstrategic guidanceproblem solvingcoachingtrainingpresentation skills