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?

Do you prioritize your well being and want your employer to do the same?

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

Our team and what we’ll accomplish together

Our Customer Success team drives client lifetime value within our Commercial Enterprise and Public sector. The Customer Success team is the champion of the post-sale customer experience, with the goal of attaining the maximum possible value from the TELUS services they have purchased to help deliver on their business goals. In addition, Customer Success is responsible for accelerating time to value, maximizing customer satisfaction and retention, expanding service adoption and usage, driving account profitability and instituting governance, measurement, and reporting of customer health.

The Manager of Customer Success is a leader of dedicated Customer Success Executives responsible for mentoring team members in the four Customer Success pillars: Revenue Generation, Billed Revenue, Minimizing Churn and ensuring retention across our develop and retain accounts. The manager will ensure successful customer outcomes are at the core of their teams’ success.

What you’ll do

• Lead and develop team members focused on: Customer Success management, exceeding goals, objectives, and financial targets
• Develop and maintain a high performance culture through recognition and coaching, change management best practices, and the use of Fair Process principles to drive operational improvement
• Drive and support team goals, objectives, and financial targets including billed revenue, growth and churn management by leveraging Customer Success methodologies and tools
• Reporting to the Director of Customer success, you will provide performance based metrics related to your specific region in order to support the effective business planning, forecasting and resource allocation
• Proven ability to develop a strong network and build strategic internal and external relationships. Engage the necessary resources from within value chain stakeholders’ community to fully support the needs of the business. Build and maintain effective cross-collaborative relationships and interlock with internal stakeholders (Sales, Marketing, Finance etc.)
• Act as an ambassador for the TELUS organization and uphold the values and behaviors of a senior leader in the business and throughout the extended community

Qualifications

What you bring

• Ability to identify business opportunities to add value to both TELUS and Customers
• Strong understanding of sales, sales KPIs and reporting
• Strong and effective decision maker
• Influence strategic outcomes through persuasion, negotiation, and consensus-building internally and with customers
• Excellent oral and written communication skills with a high degree of relationship building skills
• Demonstrable leadership skills with extensive experience of building and developing highly successful teams within large complex organizations
• Sets high standards for performance, results and behaviours and manages to them
• Holding team members accountable through mentoring and coaching to problem solve and drive results
• Strong grasp of financial principles and budgeting. Advanced business and financial acumen supported by strong industry and competitive knowledge

Education & Professional Designation/Certification

• Understanding of account profitability (eg. Gross Margin, cost of goods sold), customers’ business, economic trends, and competition
• Bachelor’s degree in business or related field or equivalent experience
• 7+ years of leading customer-facing team members in Sales or Customer Success or equivalent experience

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