Client Service Manager II
Calgary, AB, CA
5d ago

What You Do :

The Client Service Manager (CSM) 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.

You will do

  • 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
  • Promote TELUS capabilities to the client
  • 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
  • Key active 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

    What You Bring :

  • Customers First passion
  • 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 Microsoft (MS) PowerPoint presentations
  • Proven experience working with and managing client relationships especially during high impact business situations
  • Ability to effectively identify, collect, and package data to support decisions against business priorities and or contractual obligations
  • Excellent oral and written communications skills
  • Knowledge of information and communications technology (ICT) industry technologies and services with demonstrated experience of wireless 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
  • Information Technology Infrastructure Library (ITIL) certification
  • Training or certification in Business Relationship Management (e.g. BRMI) or equivalent training, work and educational experience is an asset
  • Financial and business acumen on forecasting, budgeting, managing costs is an 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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