Senior Strategy Manager

Be part of the team that makes TELUS Fully Managed the market leader

Join our team

TELUS Fully Managed offers comprehensive technology solutions to help small and medium businesses thrive in today's digital work environment. At Fully Managed, our brand promise to our customers includes three things: fast, consistent, and reliable IT management and support; proactive cybersecurity; 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 very 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.

This role is every MBA student’s dream: to have the opportunity to be a key player in a business turn-around. This is a career shaping role for an ambitious candidate that will set you apart from others as you help build and grow a new area of business at TELUS. Are you up for the challenge?

Here’s 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 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

Below is a summary of the types of programs our Base Management team runs. In this role you will be a pinch hitter who can jump in and analyze problems and execute on solutions to the following types of activities:

Customer Base Analytics

• Deep dive our customer base to understand the current state (what products they buy, what the parameters of their contracts are, profitability of each customer), trends (product sales, characteristics of customers who churn) and make recommendations for the “next best action” to move each customer to our desired end state
• Develop scenario-based models to make recommendations for key business decisions 
• Net Dollar Retention (NDR) is our team’s key metric. What are the most significant factors driving NDR each month, and what are the most impactful actions we could take to improve our score?

Churn Programs

• Investigate why customers churn, determine the most impactful actions we could take to decrease churn and increase L2R, and develop a program plan to implement your ideas 

Cross-Sell and Upsell Programs

• Collaborate with FM Product and Telco teams to understand the products we can cross-sell and upsell into our base, and which profile of customer will be most receptive to each offer, and enable our sales teams to be successful 
• Base Price Increases 
• Refine our Sales Compensation program to effectively incent and reward team behaviour

Profitability Programs

• Continue to refine our customer profitability model 
• Review requests for credits, project discounts and base price re-rates and use a consistent framework to approve or deny requests
• Determine key causes of low profitability and recommend and execute remediation programs

What you bring

• Customer First: You embody Customer Success with a passionate interest in understanding our customers’ point of view and their experience with our services and you use this perspective to identify what matters most
• Analytical Skill: You can confront large and ambiguous datasets and ask the right questions to categorize data into an actionable framework
• Project Management Skills: You can turn an idea into a project by using a working knowledge of Project Management concepts to effectively manage a project to quickly realize expected benefits
• Proactivity: You are an idealist who has a view of how things should be, and a pragmatist with a “can-do” attitude who can move fast to problem solve with limited resources and brainstorm ways around roadblocks. You are committed to learning and you are not afraid of what you don’t know.
• Communication: You can communicate complex ideas simply, building a logical storyline that leads to an actionable recommendation which you stand behind through implementation to outcome
• Interpersonal Skills: You quickly earn credibility with stakeholders by listening and following through on commitments. You can facilitate a discussion that gains alignment to a shared vision. You have a smooth, friendly way of working with people, moving the tasks and the relationships forward together. You face conflict head on, in a productive way. Others see you as a role model for how to live the TELUS values.

Great to Haves

• Experience with managed IT outsourcing or IT consulting
• Post-secondary degree in a math-based discipline (Accounting, Engineering, Business, MBA)
• 7+ years of work experience in relevant roles