Customer Success Manager- Business Solutions

Description

Are you eager to drive value realization for TELUS Business Customers while fostering continuous learning, innovation, and inclusivity in a diverse environment where you can bring your authentic self to work?

Join our team and what we’ll accomplish together

Our Customer Success team, dedicated to driving client lifetime value within our Commercial Enterprise and Public sector, champions the post-sale customer experience with the goal of maximizing the value derived from TELUS services to meet business objectives. They are responsible for accelerating time to value, enhancing customer satisfaction and retention, expanding service adoption and usage, driving account profitability, and overseeing governance, measurement, and reporting of customer health. 

The Customer Success Manager (CSM), an experienced team player, executes account strategies and drives customer lifetime value within our strategic TELUS clients. With a proven track record of fostering long-term relationships with senior decision-makers and influencers, the CSM excels in governance, planning, and executing effective relationship strategies.

What you’ll do:

• Maintain growth and retention KPIs by managing costs, credits, repricing, renewals, and churn, while identifying organic growth and cross-sell opportunities to maximize revenue assurance and mitigate credits.

• Translate the Voice of the Customer (VOC) to internal stakeholders (e.g., sales, product) and work with cross-functional teams and external stakeholders to deliver value and support business needs.

• Increase customer value realization through product adoption, risk management, customer satisfaction, and matching solutions to needs for mutually beneficial results throughout the customer lifecycle.

• Establish strong relationships and align strategies with internal collaborators (e.g., Account Executives, Solution Design, Process Improvement, Product Management).

• Deliver Customer Success Plans and Quarterly Business Reviews 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 such as collaboration, communication, creative thinking, and decision-making skills to support customers' strategy and vision.

• Effective negotiation skills using influence and persuasion techniques to increase growth, retention, and reduce churn, fostering trusted customer relationships.

• Proficiency in translating customer business goals into strategic actions for TELUS and identifying new growth verticals to support customers.

• Clear, concise, and influential communication skills (verbal, written, presentations) with excellent listening abilities, tailoring communications to the audience using storytelling techniques.

• Strong business and financial acumen, supported by industry and competitive knowledge, and understanding of account profitability (e.g., Gross Margin, cost of goods sold), economic trends, and competition.

• Well-developed interpersonal, planning, and organizing skills, with the ability to prioritize competing deliverables across multiple customers.

• Ability to handle conflict, teamwork, empathy, listening, and a positive attitude.

• Technology and data networking knowledge with technical aptitude to stay current in the evolving technology sector, providing insights into solutions and products across diverse categories to bring value to customers.

Education & Professional Designation/Certification

• Bachelor’s degree in business or related field or equivalent 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 (private/public sector)

Great-to-haves

• Professional certifications in Customer Success, Business Relationship Management, Sales and/or ITIL

• Experience in a telecommunications customer-facing environment or technology sector supporting customers

What you get

• Visibility with TELUS’ senior leadership teams in support of our largest customers in Canada

• A key role in transforming TELUS’ Enterprise strategy with key clients

• The opportunity to work and collaborate with a passionate team driven by the desire to deliver a best-in-class client experience

• Optional stock purchase plan, dedication to a diverse and inclusive team culture with loads of career development opportunities, flexible Total Rewards benefit plan with many innovative options and programs including a Direct Contribution Pension, flexible work styles, and more

• Normal/flexible office conditions, frequently exposed to demands of travel and must be flexible on work hours to meet the customer and business needs

If you have the experience and skills to drive customer success and growth, apply now to become our next Customer Success Manager at TELUS! 

 #LI-REMOTE