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Telus

Client Service Manager II

Location
Toronto, ON
Details
Full Time
2 days ago

What You Do

The Client Service Manager is a client advocate within TELUS, continuously improving outcomes for our customers and proactively communicating with clients for all service delivery and service assurance issues or escalations. In this role you will proactively support all TELUS services for a number of Large, Enterprise and Public customers and develop long-term relationships with all levels of management within the customer's organization. This role will work with the Account Management teams to be the client advocate, deliver operational governance, advice on technology services and improvements that support of the clients' evolving business direction.
    •Develop long-term relationships with all levels of management acquiring feedback and aligning expectations with contractual deliverables to ensure overall customer satisfaction
    •Facilitate and support a continuous service improvement culture thereby establishing value to the partnership beyond monetary value
    •Ensure that contracted services are operating within expected profitability forecast; where required will work with extended stakeholder teams to improve earnings before interest, tax, depreciation and amortization (EBITDA) contributions accordingly
    •Identify opportunities to support growth and provide feedback to the TELUS stakeholder teams
    •Provide thought leadership and technical insight into client's business direction and decisions through a continual service improvement discipline
    •Manage service level agreements including negotiating with the client; help fulfill on key contractual obligations including reporting requirements
    •Manage governance framework at varying levels within the client to ensure alignment on TELUS performance and priorities for the relationship
    •Operate as a key member of the Account Management team

Key Accountabilities
    Organizational Support: Leverage and empower the stakeholder community in fulfilling operational duties and contractual obligations
    Relationship Management: Establish and manage strategic partnerships to ensure overall customer satisfaction and deliver on contractual requirements
    Escalation Management: Provide a single point of accountability (SPOA) in line with client expectations and TELUS service capabilities
    Incident Management: Support of post-incident review and investigations
    Contract Management: Interpret, negotiate, and manage the delivery of operational obligations within the agreed to time frames
    Financial Management: Help drive revenue growth and EBITDA improvements to the accounts; review of account income statement; profitability, loss while correlating revenue spikes to project activities, facilitating reviews on cost overruns with internal stakeholders
    Stakeholder Management: Collaborate with stakeholder teams, assist in building, review and present standardized performance reporting to support daily, weekly, monthly, annual governance meetings; capture learnings and innovation to support continuous service improvement


Qualifications:


Key Differentiators
    •Customers First passion
    •Executive Communications: Executive acumen and communications; expert ability and proven experience simplifying complex concepts via Microsoft (MS) PowerPoint presentations
    •Knowledge of information and communications technology (ICT) industry technologies and services with demonstrated experience of wireless services
    •Information Technology Infrastructure Library (ITIL) certification (asset)
    •Training or certification in Business Relationship Management (e.g. BRMI) or equivalent training, work and educational experience (asset)
    •Financial and business acumen on forecasting, budgeting, managing costs (asset)

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.
Category
Operations and Logistics