Technical Relationship Manager (100% remote)

LifeWorks

  • Atlanta, GA
  • Permanent
  • Full-time
  • 6 days ago
TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.We are hiring a Technical Relationship Manager to serve as the primary technical liaison between our organization and clients for complex infrastructure, architecture, and system-level discussions. This client-facing role ensures that our most technically sophisticated clients receive expert guidance and clear communication on system architecture, performance, scalability, and infrastructure topics that go beyond standard implementation support.The Technical Relationship Manager builds trust with client technical stakeholders by providing authoritative technical insights, facilitating informed decision-making, and ensuring clients fully understand the technical aspects of their solutions. This role is essential for maintaining strong client relationships as we serve increasingly complex enterprise clients with sophisticated technical requirements.Why this role exists : We're taking on more clients with complex needs. Our non-technical teams can't carry the technical burden alone. This role ensures we get it right—from implementation to issue resolution to long-term solution stability. As our technology stack and client solutions grow in size and complexity, this role plays a key part in maintaining system stability, improving client understanding, and accelerating issue resolution.What you'll do...Client-Facing Technical Leadership:
  • Serve as the primary technical point of contact for clients requiring deep architectural, infrastructure, and system-level expertise
  • Lead technical discussions directly with client technical stakeholders, including CTOs, architects, and DevOps teams
  • Provide authoritative technical guidance to clients exploring system-level changes or enhancements
  • Build and maintain trusted relationships with client technical teams through expert communication and reliable technical insights
External Technical Communication:
  • Translate complex system architecture, performance metrics, and infrastructure behaviors into clear, actionable insights for client stakeholders
  • Deliver comprehensive root cause analysis explanations directly to clients and their technical teams
  • Facilitate technical planning discussions with clients, providing early-stage technical input and guidance
  • Ensure client technical stakeholders have complete understanding of system capabilities, limitations, and optimization opportunities
Strategic Client Technical Support:
  • Engage with clients when technical issues involve deeper architectural or infrastructure considerations beyond standard support scope
  • Support enterprise and regulated clients with complex co-implementation models by providing technical clarity and boundary definition
  • Coordinate with internal technical teams to ensure clients receive comprehensive, accurate technical information
  • Proactively engage with client technical teams to prevent issues and optimize their understanding of our solutions
Cross-Functional Coordination and Issue Resolution:
  • Research and coordinate technical solutions across Application Support, Application Delivery, and other internal teams in response to client needs
  • Collaborate with PMs, Ops Managers, and Implementation Leads on technical concerns beyond their ownership or expertise
  • Chair cross-functional meetings with internal technical teams to uncover and resolve sources of technical disruptions affecting client workflows
  • Coordinate major incident response and resolution across multiple internal teams and stakeholders
Relationship and Trust Building:
  • Position yourself as a trusted technical advisor to client organizations, not just a support resource
  • Maintain ongoing technical relationships that support long-term client success and satisfaction
  • Ensure clients feel confident in their technical decisions through expert guidance and clear communication
  • Identify and analyze recurring technical issues across clients to drive systemic improvements and prevent future risks
Note: This role engages directly with clients only for topics involving system architecture, infrastructure, or application stack design and behavior—this is not a general support role.What you bring...Required Experience:
  • 5+ years in technical client-facing roles with specific experience in: implementation management, professional services, technical account management, or DevOps liaison roles
  • Demonstrated experience with enterprise SaaS implementations involving multiple stakeholder groups
  • Track record of managing technical projects with both internal teams and external client technical teams
  • Deep understanding of SaaS infrastructure, enterprise application architecture, and production environments
Technical Skills:
  • SaaS/Cloud Platform Experience: Direct experience working with SaaS platforms, cloud providers, and vendor-specific cloud environments
  • Major Incident Management: Proven experience in major incident response, root cause analysis, and coordinating technical resolution across multiple teams
  • Technical Certifications: Industry certifications (CompTIA A+, Network+, or equivalent) demonstrating foundational technical competency
  • Experience with data center operations or infrastructure management (preferred)
Communication and Leadership Skills:
  • Skilled at translating technical complexity for both technical and non-technical audiences
  • C-Level Stakeholder Engagement: Experience conducting technical discussions with executive sponsors and senior technical leadership
  • Proven ability to coordinate issue resolution across multiple internal teams and stakeholders
  • Change Management: Proven ability to lead technical change management initiatives and process improvements
Client and Enterprise Experience:
  • Experience supporting enterprise or regulated clients, particularly in co-implementation or highly customized deployment environments (preferred)
  • Training and Mentoring: Experience developing and delivering technical training programs for both internal teams and client stakeholders
  • Vendor Coordination: Experience managing technical relationships with multiple vendors and third-party providers
  • Strong analytical skills with a proactive mindset for identifying patterns and driving improvements (pattern recognition and process improvement mindset for identifying systemic technical issues)
What's in it for you...
  • 100% work from home arrangement with minimal travel requirements for essential client meetings.
  • Long-term, enterprise-level project engagement with extensive exposure to multiple business modules (Pension, Health & Welfare, Payroll, Finance).
  • Rich mix of internal and external client interactions and a dynamic, collaborative team driving innovation in our industry.
  • Comprehensive customizable benefits package to suit your unique needs and lifestyle.
  • Paid vacation days & well-being days as well as a well-being expense account to help maintain a better work/life balance.
  • Various investments options such as employee share purchase plan, group RRSP & TFSA, and DC pension plan.
  • Generous mental health support account to cover for the cost of therapy/counseling sessions.
A 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.TELUS Health is an Equal Opportunity Employer that aims to foster an inclusive culture that embraces diversity. It is our policy to hire without regard to race, color, creed, religion, national origin, citizenship status, sex, marital status, age, disability, sexual orientation or veteran status.We offer accommodation for applicants with disabilities, as required, during the recruitment process.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.

LifeWorks