Senior Customer Solutions Architect - Fully Managed

Description

Join our team 

Fully Managed by TELUS offers comprehensive technology solutions to help small and medium businesses thrive in today's digital work environment. At Fully Managed, we promise our customers three things: fast, consistent, and reliable IT management and support; proactive cybersecurity measures that protect organizations even before threats arise; and scalable IT solutions designed to support their business goals.  Through standardized processes, we work to deliver on these promises consistently and efficiently to ensure our customers are highly satisfied and we have a profitable business. 

Our team operates in a dynamic and entrepreneurial setting, providing an excellent opportunity for learning and growth. We attract proactive, data-driven individuals who embrace challenges and value ownership, outcomes, curiosity, persistence, and teamwork.

The impact you'll make and what we’ll accomplish together 

Our Customer Success team is intensely focused on ensuring that each of our customers feel we are delivering on the three components of our brand promise.  We bring the best our organization has to offer to each of our customers, and advocate for our customers internally to resolve issues when they do occur.  We proactively work to provide service that over-delivers: Fewer business interruptions that require them to call, faster than expected resolution of issues.  In Moments of Truth, we aim for a response so exceptional that it makes them even more loyal.  We guide our customers on the use of IT so they can more effectively achieve their business goals.

We know we are successful when customers offer to provide testimonials and enthusiastically refer us to their network, and when the revenue (and margin) of our customer base grows month over month and customer churn is low and decreasing.

Here’s How 

• Trusted Advisor to our Customers:  Earn the trust of your customers by listening to them, partnering with Account Managers and reviewing their use of our services to understand their business goals and IT challenges.  
• Evaluate customers’ IT environments: to identify risks and strategic opportunities, based on customer’s industry and business objectives, in areas such as IT Network and Security, Compliance, Data Governance, Capacity Planning and Disaster Recovery/Business Continuity.  Appropriately document risks customer has accepted ownership for
• Support IT Roadmap to drive Upsell/Cross-Sell and Prevent Churn:  Our customers succeed in achieving their business goals when they have an IT solution that is robust enough to support their business, enabling their employees to focus on their jobs, not their IT.  You help them understand the risks and benefits of IT investments, and aligning with them on a multi-year timeline for projects helps them plan their budget to accommodate IT investments. 
• Contribute to the Product Roadmap: Use your real-time knowledge of how current and new products are perceived by customers to provide insights to our Product team as they continually evolve our product stack
• IT Consulting Engagements: will be of interest to customers who want more in-depth 

Qualifications

You are the missing piece of the puzzle 

• Customer First: You embody Customer Success with a passionate interest in understanding our customers’ business and what they need from their IT solution to move their business forward
• Technical Expertise:  You have experience working in a wide range of technical environments, hands on experience working with relevant technologies and you stay up-to-date on current best practices in IT Security, Data Management, and Compliance
• Pragmatic Advisor: You use your technical expertise and experience, combined with good judgement and critical thinking skills to develop advise that will work in real-life (not just in theory) and works with our customers’ other business initiatives and budget constraints.   You anticipate customers’ concerns and objections and address them head on. 
• Interpersonal: You have a smooth, friendly way of working with people, moving the tasks and the relationships forward together.  Objection handling
• Communication Skills: You are able to convey complex information clearly and concisely verbally and in writing/diagrams to audiences with a variety of technical skill levels to drive timely decisions

Great to Haves

• 10+ years of work experience as an IT Technician or Technical Sales Engineer, with exposure to a wide range of technical environments
• 5+ years of combined technical experience in the following disciplines: Microsoft Cloud (Azure, Microsoft 365 suite), Server Architectures (physical + virtual), Networking (physical + cloud), Information Security
• Up-to-date certifications in cloud computing architecture and cybersecurity 
• Experience in the Managed Services Industry, familiarity with tools such as remote management & monitoring (RMM), IT discovery & assessment tools, ticketing and/or CRM systems
• Interest or experience in people leadership/  mentorship. 
• Experience working with clients in the legal vertical and familiarity with MacOS and iOS (Vancouver based team member)

Locations & Work Styles

• Vancouver, BC - We are seeking a Vancouver-based applicant who would enjoy a hybrid role, working in our downtown Vancouver office four days per week and virtually one day per week (if desired)
  • During the first 3 months, we ask that the team member be in office full-time
  • There is also some time spent on client sites
  • Great-to-have: Experience working with clients in the legal vertical and familiarity with MacOS and iOS
• Calgary & Edmonton (AB), Ottawa, Toronto/ GTA (ON),  - We are also seeking applicants who would enjoy a hybrid role in various locations within Canada
  • During the first 3 months, we ask that the team member be in office
  • There is also some time spent on client sites