Strategic Account Manager, US Healthcare

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Enterprise Technology, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location & Flexibility

This role can operate remotely within the US or be based out of one of our major US office locations: Charlottesville, VA; Durham, NC; Columbus, OH; or Boston, MA.

About the Role

The Strategic Account Manager owns and grows TELUS Digital's relationships with our U.S. healthcare clients — health plans, PBMs, healthcare services organizations, and other regulated healthcare enterprises. You're the person who connects client priorities to what TELUS Digital can deliver across CX, digital, AI, and transformation. This isn't an account administration role. We need someone who can build real relationships with senior client stakeholders, understand what's driving their business, and turn that understanding into a growth strategy the rest of TELUS Digital can rally behind.

Responsibilities

• Own the account strategy: Build and maintain a full account plan for each client, including objectives, stakeholder strategy, growth priorities, and risks. Stay on top of the client's business direction, market pressures, and competitive landscape. Serve as the internal expert on the account.
• Manage relationships at the executive level: Build trusted-advisor relationships across the client organization. Maintain a working map of decision-makers, influencers, and advocates. Set a regular cadence of executive and operational touchpoints, including in-person meetings when necessary. Coordinate cross-functional teams (Account Management, Operations, Sales, and Digital) to ensure consistent messaging.
• Grow the account: Identify whitespace by understanding the client's business and turn problems into opportunities that create measurable value. Build a preference for TELUS Digital before RFPs are written. Maintain a live pipeline with real opportunities, stakeholders, next steps, and timing. Hit revenue, retention, and expansion targets.
• Know the TELUS Digital portfolio: Develop a solid working knowledge of TELUS Digital’s offerings — CX/BPO, digital, AI, automation, analytics, and transformation — and connect them to client problems. Bring in subject matter experts as needed while owning the overall relationship. Position TELUS Digital as a transformation partner, not just an outsourcing vendor.
• Partner with Operations: Define clear boundaries between Account Management and Operations. Ensure Operations understands the account strategy and relationship drivers. Drive issue resolution without becoming the delivery manager. Align Operations, Digital, Sales, Finance, Solutions, and Compliance around the account.
• Follow through: Own commitments to clients and internally. Push issues to resolution, confirm completion, and communicate outcomes. Proactively address client concerns before they escalate.

Qualifications

• 8+ years in enterprise account management, client leadership, or strategic sales.
• Experience managing complex relationships with Fortune 500-caliber clients.
• U.S. healthcare experience strongly preferred — payer, PBM, healthcare services, or health tech.
• A track record of building senior executive relationships and operating as a trusted advisor.
• Experience building and running strategic account plans.
• A history of growing existing enterprise accounts, not just landing new ones.
• Solid grounding in digital transformation, AI, CX, BPO, or technology-enabled services.
• The ability to get cross-functional teams moving without direct authority.
• Strong executive communication and presentation skills.
• Willingness to travel regularly to see clients in person.

Healthcare Knowledge

You don’t need to be the clinical or technical expert in every area, but you do need enough healthcare fluency to hold your own with client executives, including:

• U.S. health plan and payer operations.
• PBM and pharmacy services.
• Medicare and Medicaid.
• Member and provider experience.
• Claims and back-office operations.
• Healthcare regulatory and compliance basics.
• Stars, HEDIS, and CAHPS quality measures.
• Digital and AI applications in healthcare.

Pay

Compensation range: $132K - $165K.