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Senior Client Service Manager

Edmonton, AB
Full Time
2 days ago
Join our team

Do you have strong customer relationship experience with a track record of enriching customer lifetime value through evolving long term relationships with our business partners? Are you a team player who has a proven track record in driving both TELUS and client benefits by leveraging Business Relationship Management (BRM) best practices?

The Client Relationship Management (CRM) team is passionate about cultivating exceptional customer experiences and business outcomes for TELUS Business Solutions' largest customers. We aren't 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 enhancing account profitability.

You can make a difference

As the Sr Client Service Manager (CSM), a key role in the Account Management team, you will collaboratively develop and implement account strategies and solutions that enhance Client Lifetime Value with our Business Solutions business partners. You would advocate for your business partners within TELUS, championing continuous improvement initiatives and proactively communicating with diverse stakeholder's to improve service delivery and resolve issues.

As someone that truly cares for your business partners, you will develop strong, long-term relationships with all levels of leadership within their organizations. As a trusted advocate, you will also work closely with your Sales and Solution counterparts within the Account Management team to help guide technology and service delivery opportunities that support your business partners' strategic direction and business plans.

What You will do
    •Develop long-term relationships with all levels of management and enable them to achieve their goals by listening intently to their priorities and influencing within TELUS to deliver exceptional services in support of those goals •Facilitate and support a continuous service improvement culture and establishing value in our partnerships beyond monetary value and extending to overall satisfaction •Ensure that contracted services are delivering the value as promised to both our business partners and TELUS and working with extended stakeholder teams to improve if required •Identify opportunities to support growth, provide feedback to the TELUS stakeholder teams and promote TELUS services to your business partners that will help them achieve their business outcomes •Provide thought leadership and technical insight into client's business direction and decisions through a continual service improvement discipline •Monitor service levels to ensure delivery meets expectations and adjust as our business partners needs evolve •Lead governance frameworks at varying levels to ensure TELUS is interlocked with our business partners' success
Key Accountabilities
    •Relationship Management: Establish and cultivate strategic partnerships to ensure overall customer satisfaction and exceed service delivery expectations •Escalation Management: Provide a single point of accountability (SPOA) for TELUS services where additional support is required beyond regular processes •Problem Management: Support continuous improvement through post-incident reviews & action plans •Contract Management: Interpret, negotiate and deliver the value of services promised and evolve as our business partners needs evolve •Financial Management: Help support revenue growth and profitability improvements •Stakeholder Management: Collaborate with stakeholder teams, assist in building, review and present standardized performance reporting to support regular governance meetings; capture learnings and innovation to support continuous service improvement Organizational Support: Empower the stakeholder community in fulfilling our promised value to our business partners


What You bring to the table
    •Strong leadership attributes and abilities: Collaboration, communication, creative thinking and decision making skills •Executive Communications: Executive acumen and communications; expert ability and proven experience simplifying complex concepts via PowerPoint presentations •Ability to effectively identify, collect, and package data to support decisions against business priorities and contractual obligations •Knowledge of ICT industry technologies and services •Highly motivated and self-sufficient, able to work successfully under pressure and in the face of ambiguity - proactively identify when it's necessary to take certain steps and move ahead with confidence •ITIL certification, professional certification in Business Relationship Management (e.g. BRMI) or equivalent work and educational experience - asset
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.
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