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Senior Client Service Manager (TELUS Business Solutions)

Vancouver, BC
Full Time
3 days ago

Join our team

Do you have strong customer relationship experience with a track record of enriching customer lifetime value through evolving long term relationships with customers? Are you a team player who enjoys innovation and driving opportunities that realize value for both your customers and your business by leveraging Business Relationship Management (BRM) best practices?

The Client Relationship Management (CRM) team is passionate about cultivating exceptional customer experiences and business outcomes for TELUS Business Solutions' 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 enhancing account profitability.

Here's the impact you'll make and what we'll accomplish together

As the Client Relationship Manager (CRM), a key role in the Account Management team, you will collaboratively develop and implement account strategies and solutions that enhance Client Lifetime Value with our Public Sector customers. You would advocate for your business partners within TELUS, championing continuous improvement initiatives and proactively communicating with diverse stakeholders to improve service delivery and resolve issues.

As someone that truly cares for your business partners, you will develop strong, long-term relationships with all levels of leadership within their organizations. As a trusted advocate, you will also work closely with your Sales and Solution counterparts within the Account Management team to help guide technology and service delivery opportunities that support your business partners' strategic direction and business plans.

Here's how
    •Establish and cultivate strong relationships with all levels of management to maximize customer satisfaction. Enable their goals by listening intently to their priorities and influencing within TELUS to deliver exceptional services in support of those goals
    •Lead governance frameworks at varying levels to ensure TELUS enables our business partners' success
      •Collaborate with stakeholder teams and assist in building, reviewing and presenting standardized performance reporting to support regular governance meetings; capture learnings and innovation to support continuous service improvement
    •Ensure that contracted services are delivering the value as promised to both our business partners and TELUS and working with extended stakeholder teams to improve if required
      •Contract Management: Interpret, negotiate and deliver on our commitments and evolve our contracts as our business partners needs evolve
    •Monitor service levels to ensure delivery meets expectations and adjust as our business partners needs evolve
      •Escalation Management: Provide a single point of accountability (SPOA) for TELUS services where additional support is required beyond regular processes
      •Problem Management: Support continuous improvement through post-incident reviews & action plans
    •Facilitate and support a continuous service improvement culture and establishing value in our partnerships beyond monetary value and extending to overall satisfaction
      •Provide thought leadership and technical insight into client's business direction and decisions through a continual service improvement discipline
    •Portfolio and Financial Management: regularly review revenue and profitability of your portfolio, forecast changes over financial periods based on your deep understanding, and identify opportunities for improvement
      •Identify opportunities and TELUS services that will improve value for your business partners
      •Partner with your account team on growth opportunities to build business cases and value plans that support decision making and a baseline to validate if they are implemented


You're the missing piece of the puzzle
    •Passion for cultivating strong relationships with business partners and experience helping them realize goals
    •Strong leadership abilities through influence rather than power by collaborating, communicating, sparking innovation and driving progress with your relationships up, down and across organizations
    •Knowledge of Information and Communication Technologies and services as well as the business acumen to understand desired business outcomes and how technology can enable those outcomes
    •Executive communications skills; expert ability in understanding complex issues and proven experience simplifying and presenting them in a concise and influential manner
    •Ability to effectively identify, collect, and analyze information to support decisions relative to business priorities and contractual obligations
    •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 as well as when issues should be escalated for additional support

    •Computer Science, Business or related university degree or equivalent education and work experience
    •Certification in Business Relationship Management (e.g. BRMI) or equivalent education and work experience
    •ITIL certification or equivalent education and work experience

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability - your unique contributions and talents will be valued and respected here.
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