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Telus
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Business Analyst I - Client Relationship Management

Reference ID: PLA03625-18

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Job Location icon
Vancouver, BC
Job Type icon
Full Time
Job Category icon
Management and Executive



Do you want to expand your network and build your career at TELUS?

Do you like to work on exciting transformational projects that make a real measurable impact to our customers and shareholders?

Are you passionate about engaging people and helping them become experts at what they do?

Join our team

The Client Relationship Management (CRM) team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions West's (BSW) largest customers. We aren't your traditional service management team. Highly motivated and driven, we strive to deliver industry-leading client experiences, with a focus on Client Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.

As a CRM team we strive to: deeply understand our customers' business objectives; develop trust by consistently delivering the promised value of contracted services; connect how new TELUS solutions provide incremental value; and surface those opportunities which evolve contracted services with our customers' changing needs.

Role Overview:

The Business Analyst I is a critical role for our team. Reporting to the Director of CRM and working closely with our Senior Strategy Manager, you will support a variety of evolutionary programs, operational initiatives and team enablement functions that underpin our capabilities. Our CRM team is on a transformational journey to maximize client lifetime value and needs your help to build knowledge, skills and behaviors that enhance customer experience and account profitability.

Here's how
    Evolutionary Programs:
      •Develop and implement playbooks, training and process changes that will support the team through the next phase of evolution from CRM to Business Relationship Management (BRM) by institutionalizing best practices of the BRM framework •Work with extended stakeholder teams to support the adoption of key BRM principles and measure adoption rates to drive consistency across our team •Work with our Business Intelligence team to model and then implement reporting to show how improving leading indicators (best practice adoption rates, customer satisfaction surveys, opportunity funnel size & velocity) will ultimately drive the success measures of implementing BRM practices (likelihood to recommend, revenue growth and retention, gross margin improvement) •Supporting other projects from idea-creation to analysis, proposal and through implementation to realize continuous improvement of outcomes
    Operational Initiatives:
      •Execute a knowledge management strategy to adopt a single platform (like Microsoft Sharepoint or Google Drive) for storing and sharing customer files, best practices, playbooks, job aids and templates •Develop a strategy & implementation plan to adopt Salesforce.com as the single source of truth for Customer Relationship Management data and processes •Prepare Adhoc reporting and presentations using a variety of data sources and using common tools like Microsoft Excel, Word, and Powerpoint •Analyze data, synthesize information and make proposals for continuous improvement. Assist with interpreting contract data, compare expected services and billing with actuals and ensure we are delivering as promised. •Prepare communications to share across our team, customers and partner organizations (written, presentations, all-hands calls, etc)
    Team Enablement Functions:
      •Coordinate with Customer executives to schedule quarterly meetings, special events and customer hosting opportunities to build relationships •General Administrative Support: assist with onboarding of new team members, requests for TELUS internal services and equipment, travel plans, team functions, community volunteering events, and other administrative duties as required for our team •Facilitate and support a continuous improvement culture •Provide coverage for Executive Assistant


Qualifications:


What YOU Bring:
    •Strong organizational, collaboration and facilitation skills •Ability to clearly communicate verbally and written with multiple level of stakeholders •Intermediate skill analyzing data in Microsoft (MS) Excel, creating MS Word documents and using MS PowerPoint to present information •Able to analyze current processes, document new approaches and communicate not only what new processes are, also but why they are important to adopt •Knowledge of information & communications technology (ICT) industry technologies and services •Post-secondary diploma or certification in Business, Computer Science, Customer or Business Relationship Management, Information Technology Infrastructure Library (ITIL)/Service Management or Business Process Management/Improvement would be an asset •1-3 years of experience in the telecommunications & information technology (IT) services industry, working on projects, implementing continuous improvement initiatives, and providing administrative support •Passion for :
      •Business analytics, opportunity identification & problem solving with attention to detail •Enabling our team, putting customers first and driving profitable growth
    •Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity - proactively identify when it's necessary to take certain steps and move ahead with confidence

What YOU Get:

You will get exposure to build your network, brand and career with our CRM team, Directors & Vice Presidents as well as many of our partner organizations across Business Solutions West that support our largest customers in Western Canada.

Great pay, 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!




Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?



At TELUS, you create future friendly ® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: July 19, 2018
Closes: September 17, 2018
Email Address:
Company Info
Size:
10,000+ employees
Industry:
Technology
Telecommunications

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, including 8.4 million wireless ...