Customer Success Manager

Description

Are you looking to thrive in value realization for our TELUS Business Customers with your customer-centric mindset?

Do you believe in fostering a culture of continuous learning and improvement through experimentation, feedback, and innovation?

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

Join our team and what we’ll accomplish together

Our Customer Success team drives client lifetime value within our Western Canada Commercial sector. The Customer Success team is the champion of the post-sale customer experience, with the goal of attaining the maximum possible value from the TELUS services they have purchased to help deliver on their business goals. In addition, Customer Success is responsible for accelerating time to value, maximizing customer satisfaction and retention, expanding service adoption and usage, driving account profitability and instituting governance, measurement, and reporting of customer health.

The Customer Success Manager (CSM) is an experienced team player in executing the account strategy and is responsible for driving customer lifetime value within our strategic TELUS clients. The CSM has a proven track record of fostering 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.

What you’ll do

• Consistently maintains growth and retention KPIs (managing costs, credits, reprice, renewals, and churn). Identifies organic growth opportunities and cross-sell opportunities to sales. Focus of maximizing revenue assurance and credit mitigation
• Translate the Voice of the Customer (VOC) to TELUS internal stakeholders (ex. sales, product with feedback) Work with cross-functional teams and external stakeholders to deliver value for our customers on the services they have purchased and support the needs of the business
• Increase customer value realization through customer product adoption, risk management, customer satisfaction, and matching solutions to a need to achieve mutually beneficial results throughout the customer's lifecycle
• Establish strong relationships and interlock with internal collaborators (Strategy alignment with Account Exec; Solution Design, Process improvement; Product Management, etc.)
• Proven track record of delivering Customer Success Plans and Quarterly Business Reviews across our customer base to drive customer lifetime value by positioning additional TELUS products
• Ensure a seamless onboarding experience through effective implementation planning and readiness reviews including first bill reviews

Qualifications

What you bring

• Proven leadership attributes and abilities such as collaboration, communication, creative thinking, and decision-making skills to support customers' strategy and vision
• Effectively negotiates internally and externally using influence and persuasion techniques to increase organic growth and retention, reduce churn, and achieve improved, more trusted customer relationships
• Proficient at translating customer business goals into actions TELUS can take to achieve them as a strategic partner and identifying new growth verticals within TELUS to support the customer
• Clear, concise, and influential in all aspects of internal and customer communications (verbal, written, presentations). Excellent listening skills with the ability to tailor communications to the required audience leveraging storytelling techniques to support effective interactions
• Strong business and financial acumen supported by strong industry and competitive knowledge
• Understanding of account profitability (eg. Gross Margin, cost of goods sold), customers’ business, economic trends, and competition
• Well-developed interpersonal, planning and organizing skills, ability to prioritize competing deliverables across multiple customers
• The ability to handle conflict, teamwork, empathy, listening, and a positive attitude
• Brings technology and data networking knowledge with technical aptitude to stay current in evolving technology sector with insights into solutions and products across diverse categories to bring value to our customers
   

Education & Professional Designation/Certification

• Bachelor’s degree in business or related field or equivalent experience
• Required Experience
• Minimum 3-5 years Customer Success, sales and customer relationship experience at intermediate or senior level or equivalent experience
• Experience interacting with senior leadership in an Enterprise organization 
   

Great-to-haves

• Previous direct/indirect experience in a sales role
• Professional certifications in Customer Success, Business Relationship Management, Sales and/or ITIL
• Experience in a telecommunications customer-facing environment or technology sector supporting customers