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Senior Program Manager- Customer Success

Location: 

Calgary, AB, CA Vancouver, BC, CA Ottawa, ON, CA Toronto, ON, CA

Req ID:  45816
Jobs by Category:  Operations
Job Function:  Customer Service
Status:  Full Time
Schedule:  Regular

Description

 

Do you love owning large breadth programs that have an impact on our business, team and customers?  Do you have a passion for using your skills and expertise to identify opportunities to improve customer experience and champion our Customers First culture?  Do you have a knack for building strong relationships quickly to solve these unique business challenges and achieve desired outcomes?

 

Join our team

 

The Customer Success team plays a pivotal role in providing solutions and support in the achievement of the return on investment in our TELUS products & services that our Commercial & Public Sector (C&PS) Enterprise customers expect.  We are critical, in partnership with our Sales colleagues, in ensuring the health, retention, and growth of this customer segment base.  We leverage best practices to proactively drive customer relationship excellence and are laser focused on TBS’ financial performance through strong account and deal profitability management.  

The Senior Program Manager role is a key senior position within our Customer Success Operations team.  This team has a strong culture, with commitment to a progressive, warm, and supportive workplace.  We have a passion for knowledge, promoting an environment of collaboration, delivering results that make a difference to our business and customers, and challenging ourselves with thought leadership to drive strategic planning, program management and business intelligence initiatives for our peer teams in Customer Success.  

 

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

 

As the Senior Program Manager, reporting to the Customer Success Chief of Staff, you will lead our Customers First culture and strategy. You will own the NEXUS customer effort reduction program, working with internal stakeholders to enhance customer experience. By leveraging data, you’ll create insights to identify systemic and programmatic opportunities. This role offers high visibility to the Executive team and collaboration with various Directors across Customer Success, product, BCX, and support organizations. Your passion for improving customer effort and alignment with TELUS values will be key to your success.

What you bring

 

  • Leadership and ownership of our end to end NEXUS customer effort reduction program,, including stakeholder engagement, intake, prioritization, program management, governance, advocacy and change management
  • Lead analysis and provide trusted expertise to synthesize results into key insights and actions to improve customer experience outcomes at account and segment levels
  • Engagement with our Customer Success Executives (CSX), in support of our customers, to provide closed loop feedback on progress and delivery of opportunities
  • Build strong and collaborative relationships with stakeholders across multiple business units to solution and prioritize effort reduction opportunities at the account and systemic levels
  • Measurement of program impact and ROI
  • Thought leadership on progressive customer success and industry practices
  • Provide leadership and communication strategies for key Customer Success initiatives including strategic vision, programs and leadership discussions
  • Delivery of executive presentations and updates at our Customer Health forum and Key Account Review forum
  • Program management of our progressive customer advisory boards

 
What you bring to the table
 

  • Skilled in successfully leading cross-functional programs across Business Units, ideally within TBS
  • Proven relationship management skills and recognized as being highly collaborative 
  • Valued for your business and financial acumen and ability to grasp complex ideas
  • Known for your broad strategic and creative thinking and ability to analyze data and solve problems, with clear vision and direction of change management
  • Known for thriving in ambiguity and successfully navigating and leading through areas of grey
  • Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
  • Unending passion for the customer and our Customers First culture
  • Regarded as a confident presenter who has compelling communication and facilitation skills enabling you to deliver stellar presentations to senior executives
  • Strong knowledge of project management methodology is desirable

 

You also bring
 

  • University degree or equivalent; 7-10 years of equivalent experience
  • Experience in a customer-facing/sales environment
Salary Range:  $94,000-$140,000
Performance Bonus or Sales Incentive Plan:  15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

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