Performance Analysis Consultant- Customer Success

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?

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

As part of the Customer Success team in TELUS Business Solutions Commercial & Public Sector, you represent the TELUS brand, values, and promise.  The Customer Success team is a highly engaged and high-performance team that has embarked on a journey focussed on optimizing relationships to drive profitable growth for TELUS Business Solutions (TBS).  Indeed, a core TBS priority for 2024 is ‘Business Success through Customer Success’, and we are intentional and proud in the critical role we play in our business.  We are relationship-focused and outcome-driven. We are passionate about our mission to connect with customers in a way that will unlock new growth and retention opportunities in Commercial and Public Sector (1000+ employees) accounts.

In Customer Success, we prioritize metrics and data analysis, with a central reporting function for trend analysis. As the Performance Analysis Consultant, you lead productivity and KPI goals, driving strategic initiatives and operational excellence. You are the pivotal force in our team's success.

What you'll do
 

• Build and inspire a culture of "everyday innovation" within our team
• Strategy: You will collaborate with Customer Success leadership and TBS stakeholders to understand the strategic direction around the Customer Success roadmap and KPIs
• Analysis and Execution: This is the bread and butter of your role, where you will review information across multiple data sources to understand triggers and impacts to the business.  You will then share insights, expectations and trending with the Management team and monitor improvements in the data over time to ensure course correction. 
• Performance Analysis: You will oversee reports/dashboards that look at the business holistically through Human Capital Mgmt, Performance Mgmt, Internal Customer reporting, Financial reporting, Operational reporting and External customer facing reports, to understand the cause and effect of the business.  You are the hub, enabling the business to make decisions based on analytical insights and they will find opportunities to optimize processes and set expectations 
• Scorecards: establish the proper leading and lagging performance indicators to proactively drive and report on business performance
• Process Improvement: You will champion process improvements opportunities for internal and external processes in collaboration with stakeholders
• Stakeholder Management: You will foster trust and build strong relationships to lead through influence across TBS and TELUS teams aligning on critical decisions and necessary approval across all levels of our organization (Manager, Directors, VPs)
• Presentations & Storytelling: With your excellent communication skills, you'll be able to articulate the strategic priorities and progress month over month building executive-level content and presentations for your scope

Qualifications

• Excellent collaboration skills as this role will work closely as part of a small team reliant on data and insight sharing to paint a holistic picture
• Outstanding analytical skills to help deliver results in a complex and ambiguous environment
• Ability to see past the symptom to solve the root cause 
• Superior communication and interpersonal skills that enable effective collaboration
• Ownership mentality, bringing initiative and self-directed exploration to day-to-day activities 
• Ability to effectively manage ambiguity and change 
• Capacity to break down, simplify and communicate complex, ambiguous problems 
• Confidence to adapt to and manage changing (and occasionally conflicting) priorities
• Naturally curious attitude and a determination to work around obstacles
• Well-balanced time management skills while maintaining high attention to details

Required Experience
 

• Post-secondary degree
• 3+ years of experience in business analytics

Great to haves 

• Experience with visualization tools such as Tableau is an asset
• Strong MS Excel expertise (working with large datasets, formulas, pivot tables etc.)
• Salesforce or other CRM exposure is beneficial 
• Understanding of business models, measures and metrics
• Ability to produce database-driven reports as requested by stakeholders
• Understanding of compensation models and operational execution
• Familiarity with TELUS Business Solutions and/or Customer Success
• Bilingual French and English