Senior Analyst (Customer Success Operations) - TELUS Health

Who we are

We are THE Tech Company to Watch in the healthcare industry!

The Collaborative Health Team, part of the great TELUS Health family was founded by practicing physicians and tech futurists.

The Collaborative Health Team is charting a new course in healthcare by connecting patients and providers through its award-winning Collaborative Health Record (CHR), an end-to-end, secure, cloud-based digital platform that has transformed the antiquated electronic medical record (EMR) into an evolving vehicle for patient engagement and health practice automation. Our modern and user-friendly interface and devotion to improving patient-provider engagement is the answer for all health practitioners seeking to streamline and modernize their practices through smart, customizable, and automated patient management and engagement tools. Led by physician-technologists and design-obsessed engineers, we are proud to serve over 30,000 healthcare professionals and their patients through an exciting time of digital transformation.

Join our mighty team!

We are a group of 250 passionate individuals committed to building technology solutions that provide meaningful transformations to how health care workers deliver patient care.

We want people that are self-starters and enjoy taking ownership of their work.

The main mantra is to always improve - improve the processes; improve the products; improve our client's experience; and improve yourself.

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

You will be joining the Collaborative Health Go-To-Market Team as a Senior Customer Success Operations Analyst, and core team member.

Here's how – you will:

• Work closely with the Customer Success function to ensure that every customer is engaged and receiving best-in-class service
• Enhance the performance of the Customer Success team by reporting on KPIs and working closely with the team to understand and improve upon them
• Support the development and definition of KPIs that will be used to track Customer Success team and individual performance
• Collect and process data from different sources, synthesizing meaningful and actionable insights
• Develop dashboards for use by the executive team for reflecting activities and metrics within Customer Success
• Challenge existing processes to explore opportunities for automation, modernization, and efficiencies; drive implementation of improvement initiatives
• Support the transformation of the system and tools that the Customer Success team uses to ensure smooth enablement of new processes and improved performance
• Conduct analysis to inform account allocation and capacity planning decisions within Customer Success
• Understand the customer journey inside-out and work closely with cross-functional teams to improve workflows, increasing both Customer Success efficiency and customer satisfaction
• Lead and participate in special projects and teams to drive business objectives and process improvement
• Help shape a positive, motivated, and forward-thinking culture

Qualifications

You’re the missing piece of the puzzle – you have/are:

• A passion for data and reporting
• A knack for extracting meaningful and actionable insights from data
• 3+ years of experience working in an operational effectiveness role at a technology company
• 2+ years of experience in healthcare
• Experience gathering and reporting on Customer Success KPIs in a SaaS environment
• A demonstrated ability to influence people across large cross-functional teams

Nice to haves:

Project management experience

Why us?

We take care of our employees and provide you with:

Great pay, top technologies to work with, profit sharing bonus, stock purchase plan, dedication to team engagement; career development and after-hour educational assistance, flexible benefit plan with many innovative options and programs, DC Pension, flexible work styles, and more!

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. 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.

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 personnel 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.

Primary Location: CA-BC-Vancouver

Other Locations: CA-ON-Toronto