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Client Service Manager II - Client Relationship Manager

Reference ID: OPE01736-18

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Do you have strong customer relationship experience with a track record of providing exceptional client experiences?

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 Mid-Market 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.

In this role, you will proactively support our client's services, while developing long-term relationships with all levels of management within the customer's organization. This position plays a key role in affecting overall customer satisfaction by ensuring that service expectations are defined, developed and supported to meet customer strategic planning goals.

What YOU Do:

The Client Relationship Manager (CRM II) is a client advocate within TELUS, championing the clients concerns and proactively communicating with clients for all service delivery and service assurance issues or escalations.

YOU get to:
    •Develop long-term relationships with all levels of management acquiring feedback and aligning expectations with contractual deliverables to ensure overall customer satisfaction •Facilitate and support a continuous service improvement culture thereby establishing value to the partnership beyond monetary value •Ensure that contracted services are operating within expected profitability forecast; where required will work with extended stakeholder teams to improve earnings before interest, taxes, depreciation, and amortization (EBITDA) contributions accordingly •Promote TELUS capabilities to the client •Identify opportunities to support growth and provide feedback to the TELUS stakeholder teams •Provide thought leadership and technical insight into client's business direction and decisions through a continual service improvement discipline •Manage service level agreements including negotiating with the client •Manage governance framework at varying levels within the client to ensure alignment on TELUS performance and priorities for the relationship •Help fulfill on key contractual obligations including reporting requirements

Key Accountabilities:
    Relationship Management: Establish and manage strategic partnerships to ensure overall customer satisfaction and deliver on contractual requirements •Escalation Management: Provide a single point of accountability (SPOA) in line with client expectations and TELUS service capabilities on a 7x24 basis •Incident Management: Support of post-incident review & investigations •Contract Management: Interpret, negotiate, and manage the delivery of operational obligations within the agreed to time frames •Financial Management: Help drive revenue growth and EBITDA improvements to the accounts; review of account income statement; profitability, loss while correlating revenue spikes to project activities, facilitating reviews on cost overruns with internal stakeholders •Stakeholder Management: Collaborate with stakeholder teams, assist in building, review and present standardized performance reporting to support daily, weekly, monthly, annual governance meetings; capture learnings and innovation to support continuous service improvement •Organizational Support: Leverage and empower the stakeholder community in fulfilling operational duties and contractual obligations


What YOU Bring:
    •A Customer First mentality •Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations) •Valued for your ability to analyze data for strategic decision making and problem solving •Enthusiastic about leading in a continuously changing, dynamic environment •Known for thriving in ambiguity and successfully navigating and leading through areas of grey •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 •Experience working in a fast-paced, continually changing environment •Deep insight into operational best practices in Client Management and Support

What YOU Get:
    •Visibility with TELUS' senior leadership teams in support of our customers in western Canada •The opportunity to work and collaborate with a passionate team driven by the desire to deliver best-in-class client experience •Great pay, profit sharing bonus, optional stock purchase plan, dedication to a diverse and inclusive team culture with loads of career development opportunities, flexible Total Rewards benefit plan with many innovative options and programs including a DC Pension, flexible work styles, and more •Working within a collaborative team to deliver as promised; we believe in spirited teamwork

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: September 29, 2018
Closes: November 28, 2018
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Company Info
10,000+ employees

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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 ...