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Manager - Client Service Management

Reference ID: OPE01855-19

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What the TEAM does:

The Client Relationship Management (CRM) team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions' largest customers. We are not your traditional service management team. Highly motivated and driven, we strive to deliver industry-leading client experiences, with a focus on Client Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.

What YOU do:

Is putting Customers First in your DNA?

As the Manager, Client Relationship Management, you will lead a highly engaged team responsible for enhancing and maintaining strong support relationships with TELUS' most critical commercial sector customers in Alberta. Reporting to the Director - Client Service Management of Western Canada, you will leverage your knowledge and experience of the inner workings of the Alberta commercial sector as well as to ensure the effective delivery and continuous improvement of the customer experience, while driving revenue growth and internal cost reduction.

Key Accountabilities:
    •Lead a high-performing management team to ensure clients receive differentiated levels of service and value adds aligned to contractual obligations and a commitment to continual service improvement •Build and maintain strong relationships with TELUS' commercial sector customers in Alberta •Develop strong partnerships with Sales and other key stakeholders to drive revenue growth and profitability through an elevated customer experience •Sustain strong team engagement through our Customers First culture that is underpinned by recognition and coaching, change management best practices, and the use of Fair Process principles to drive operational improvement •Manage client commitments across all services to ensure that TELUS delivers to its service promise •Be a trusted advisor to the client regarding the value proposition and positioning of ICT-related opportunities


What YOU bring:
    Relationship management experience: Negotiation and conflict resolution skills •People leadership skills: Ability to leverage a player/coach model to drive a high-performance team culture •Operational know-how: Operational best practices in service delivery, assurance and customer care •Compelling communication skills: Clear, concise and influential in all aspects of communication to various audiences •Decisive nature: Ability to analyze data to make decisions and problem solve to align with the corporate strategic vision •Thrive on ambiguity: Provide clarity to successfully navigate and lead through a fast-paced, grey environment

Additional requirements:
    •Ability to travel •3-5 years of experience in a customer-facing/operational environment •Knowledge of ICT industry technologies and services •ITIL certification, professional certification in Business Relationship Management (e.g. BRMI) or equivalent work and educational experience is an asset •Experience and established relationships within the Alberta Commercial Sector are an asset

What YOU get:
    •Visibility with TELUS' leadership teams in support of our largest customers in western Canada •The opportunity to work and collaborate with a passionate team driven by the desire to deliver best-in-class client experience •Competitive pay, profit sharing bonus, 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 DC Pension, flexible work styles, and more

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Posted: June 14, 2019
Closes: August 13, 2019