Technical Relationship Manager (100 remote)

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