Nori Phillips
Director, Client Experience at TELUS Health
- Role
- Director of Client Experience at TELUS
- Location
- Los Angeles, CA, US
- LinkedIn followers
- 500 followers
About Nori Phillips
People leader. Purpose driven. Passionate about my Teams, passionate about Customer…
Experience
Director of Client Experience
Feb 2023 — Present · US
Leadership: Provide strategic direction and leadership to the Customer Success team, setting clear objectives and fostering a culture of continuous improvement and exceptional client engagement.Client Relationship Management: Build and maintain strong relationships with key client stakeholders, including HR directors, benefits administrators, and organizational leaders, to understand their needs and align our services accordingly.Program Adoption and Utilization: Collaborate with clients to design and implement strategies that encourage high utilization of our EAP services, demonstrating the value they bring to employees and the organization.Retention and Renewals: Proactively manage contract renewals by conducting regular business reviews, presenting success metrics, addressing concerns, and identifying upsell opportunities to enhance the client\'s EAP experience.Team Development: Recruit, train, and mentor a team of Customer Success Managers, fostering their growth and enabling them to provide excellent support to clients.Data-Driven Insights: Utilize data and analytics to identify trends, measure program effectiveness, and provide recommendations for improvements that align with client objectives.Collaboration: Partner closely with Sales, Marketing, and Product teams to align customer success strategies with overall company goals and objectives.Customer Advocacy: Serve as the voice of the customer within the organization, advocating for enhancements to our EAP services based on client feedback and needs.
Education
Association for Training Development
Training Certification, Corporate Training, Presenting & Facilitation
2015 — 2015
International Coach Federation
ACC, Personal/Business/Corporate Coaching
2012
Playhouse West, Los Angeles
Acting/Acting Teacher
1998 — 2005
California State University-Sacramento
Bachelor of Arts (B.A.), Theater Arts
1993 — 1997
Coach Training Alliance
CTACC, Personal Coaching
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