Senior Customer Success Executive (Sr CSX)

Description

Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?

Are you a naturally curious person that believes learning is a continuous journey?

Do you prioritize your well-being and want your employer to do the same?

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly.

Do you have strong customer relationship experience with a track record of driving customer lifetime value from complex long-term contracts?  Are you a team player who has created value and opportunities for TELUS and our clients?

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 Senior Customer Success Executive (Sr CSX) 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 Sr CSX 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 Sr CSX 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.

Qualifications

What you bring

• An expert understanding of Customer Success, Sales, Contract Negotiation, and BRM frameworks
• Enthusiastic about leading customers in a continuously changing, dynamic environment
• 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
• 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
• A high level of financial acumen with a focus on revenue management best practices
• Aptitude to learn and apply new concepts
• Known for thriving in ambiguity and successfully navigating and leading through tight deadlines and multiple priorities
• Ability to quickly identify customer concerns and apply creative solutions
• Understanding of TELUS operational processes and best practices in service management and support is an asset
• Demonstrates comprehensive knowledge and understanding of Telecommunications industry strategies, offerings, and technologies is an asset

You also bring

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

What you get

• 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
• 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