Customer Success Manager - Bilingual English/French

Description

Join our team and what we’ll accomplish together

As part of the Customer Success team in TELUS Business Solutions, you represent the TELUS brand, values, and promise. The Customer Success team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions’ Public and Commercial Enterprise customers. Highly motivated and driven, we strive to deliver industry-leading client experiences, focusing on Client Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.

As a part of the Account Management team, the Customer Success Manager is a team player in executing the account strategy and is responsible for driving Client Lifetime Value within our Commercial Enterprise and Public Sector clients. The Customer Success Manager will foster long-term client relationships with key decision-makers and influencers at senior levels and must be proficient at governance, planning and execution of an effective relationship strategy. Together, the team is responsible for growing revenue, account profitability, and client satisfaction. The Customer Success Manager will guide the development of the Customer Success strategy based on an in-depth understanding of the client’s business and technology needs and objectives, industry trends and directions, and competitors.

What you'll do

We will accomplish these goals and drive high client satisfaction by:

• Facilitating and conducting complex negotiations for the evolution of existing services
• Onboarding customers, both new and existing, and partnering with sales, delivery & support to ensure successful deployment of solutions and services, including bill reviews and audits
• Executing Quarterly Success Reviews to ensure we are meeting our clients’ goals (outlined in Customer Success Plan), managing customer health, addressing client questions and concerns, and sharing new products features/opportunities
• Acting as a trusted advisor and the single point of accountability for our clients and taking ownership of Customer Strategy
• Proactively engaging clients on renewal opportunities and the value of working with TELUS, resulting in decreased churn and revenue erosion
• Ensuring customers are satisfied with their TELUS products and services through managing customer metrics (health indicators, usage, adoption, and retention activities)
• Providing thought leadership and technical insight on our client’s desired business outcomes and successfully aligning them to TELUS offerings; providing a competitive advantage for our clients
• Supporting product and service evolution through feedback interlocks with Product and Customer Marketing, Operations and Sales
• Growing and maintaining long-term client relationships with key decision-makers and influencers, including C-level Executives
• Acting as an internal customer advocate, the voice of the customer, by working collaboratively with the value chain to drive successful adoption of self-serve and digital portals to increase time to value on all TELUS/client activities
• Shared responsibility for billed revenue, wallet share of spend, and quarterly forecasting
• Working closely with the Sales Executive on the strategic account plan
• Identifying sales leads through customer interactions for new growth and cross-sell
• Implement revenue management practices driving revenue retention and growth strategies including value realization, account profitability, renewal execution, risk management, and customer growth
• Utilizing the Customer Success and Business Relationship Management (BRM) frameworks to construct and implement an actionable Customer Success Plan tailored to helping our clients achieve their business goals
• Identifying opportunities for organic growth by recommending additional TELUS products and services

Qualifications

What you bring

• Demonstrates comprehensive knowledge and understanding of Telecommunications industry strategies, offerings, and technologies is an asset
• Ability to quickly identify customer concerns and apply creative solutions
• Persuasive and influential trusted advisor who listens, learns, is curious, sees the nuances, applies facts and data to articulate a compelling story in a clear and concise manner
• Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services
• Bilingualism (English and French) to support clients nationally
• An expert understanding of Customer Success, Sales, Contract Negotiation, and BRM frameworks
• Enthusiastic about leading customers in a continuously changing, dynamic environment
• Known for thriving in ambiguity and successfully navigating and leading through tight deadlines and multiple priorities
• Understanding of TELUS operational processes and best practices in service management and support is an asset
• A high level of financial acumen with a focus on revenue management best practices
• Aptitude to learn and apply new concepts
• Strong business acumen, including the ability to understand a customers’ business, industry, economic trends, issues, and competition
• Proven leadership attributes and abilities such as thought leadership, collaboration, communication, creative thinking, and decision-making skills to support client’s strategy and vision

You also bring

• 5-10 years of experience in Customer Success/Sales environment in Enterprise or Public Sector
• Strong knowledge of IT industry technologies and service
• Clear, concise, and influential in all aspects of communications (verbal, written, presentations)
• Professional certifications in Customer Success, Business Relationship Management, and/or ITIL is an asset
• University degree or equivalent; 5-10 years of equivalent experience

What You Get

• 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 Direct Contribution Pension, flexible work styles, and more
• Normal/flexible office conditions, frequently exposed to demands of travel and must be flexible on work hours to meet the customer and business needs
• Visibility with TELUS’ senior leadership teams in support of our largest customers in Canada
• A key role in transforming TELUS’ Enterprise strategy with key clients
• The opportunity to work and collaborate with a passionate team driven by the desire to deliver a best-in-class client experience