What YOU Do :
The Client Relationship Manager (CRM) is a client advocate within TELUS, championing the clients concerns and proactively communicating with clients for all service delivery and service assurance issues or escalations.
In this role you will proactively manage the services, support and retention of select clients in both public and private sector, while developing long-
term relationships with all levels of management within the customer’s organization. This role will work with the Sales and Solution teams to advise on technology and service delivery concepts in support of the client's strategic direction and business plan.
What YOU Get :
Opportunity to grow and maintain relationships with some of TELUS’ largest customers, and transform the underlying support model building on TELUS’ Customers First promise
Great 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
Working within a collaborative team to deliver as promised
We believe in spirited teamwork
YOU get to :
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 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
Manage governance framework at varying levels within the client to ensure alignment on TELUS performance and priorities for the relationship
Key Accountabilities :
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 on a 7x24 basis
Incident Management : Support of post-incident review & 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
Organizational Support : Leverage and empower the stakeholder community in fulfilling operational duties and contractual obligations
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 PowerPoint presentations
Proven experience working with and managing client relationships
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 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 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.
The TELUS team is as diverse as the society we live in and the customers we serve. We're also passionate about creating success for our customers, our shareholders, our communities and our team.
And we do so by living the TELUS values and delivering on our Customers First commitments. 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.