Senior Client Service Manager - Business Relationship Management
Telus
CA-AB-CA
7d ago

Description

Do you have strong customer relationship experience with a track record of leading driving customer lifetime value from complex long term contracts?

Are you a team player who has a proven track record in driving both TELUS and client benefits leveraging Business Relationship Management (BRM) principles?

Join our team

The Client Relationship Management (CRM) team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions West’s 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 managing and enhancing account profitability.

Here’s the impact you’ll make and what we’ll accomplish together

As a part of the Account Management team, the Business Relationship Manager (BRM) is a senior team player in executing on the account strategy and responsible for driving Client Lifetime Value in our Enterprise Commercial and Public Sector clients.

Here’s how

We will accomplish this through driving high customer satisfaction, Likelihood to Recommend (L2R), through :

  • Execution of Governance frameworks to ensure our contracts align and support the changing business needs of our clients
  • Deep understanding of our clients’ desired business outcomes; supporting sales by matching client desired business outcomes to TELUS offerings providing a competitive advantage for our clients
  • Support TELUS Service Evolution via a direct feedback loop with TELUS Product Marketing
  • The BRM is part of an Account Management team. Together the team is responsible for revenue assurance and growth, account profitability and client satisfaction.

    The territory for this role may vary from one strategic to several large, complex accounts. The BRM must be proficient at governance, planning and execution of an effective relationship strategy.

    The BRM will grow and maintain long-term client relationships at senior levels with key decision makers and influencers.

    As an integral part of the Account Management team, the BRM will guide the development of the strategy based on an in-depth understanding of the client’s business and technology needs, industry trends and directions, competitors, and their relative position in the industry.

    A firm understanding of enterprise and public sector procurement frameworks and complex contract negotiations is a must.

    The following are the primary roles / responsibilities of the BRM :

  • Utilizes the BRM process and is proactive in improving customer satisfaction
  • Monitors and maintains an awareness of all key TELUS / client activities, including the representation of client issues, needs and concerns throughout TELUS
  • Works closely with the Client Relationship Manager and Sales Executive on the account to ensure that TELUS delivers on our contracted client commitments
  • Supports the delivery of contracted solutions which are highly valued by the client and TELUS and are considered high impact, complex and strategic by both
  • Maintains senior executive relationships
  • Leads governance and account planning
  • Plans and facilitates and / or conducts complex negotiations for the evolution of existing services
  • Active contribution to opportunity prioritization and overall account plan and strategy
  • Shared responsibility for billed revenue, wallet share of spend, account profitability and quarterly forecasting
  • Qualifications

    What YOU Bring to the table :

  • Applies expert understanding of sales processes, including the TELUS’ BRM framework
  • Applies a mastery of business acumen, including an understanding of the customers’ business, industry, economic trends, issues and competition
  • Demonstrates a deep understanding of organizational resources, priorities, needs and policies to deliver on our commitments to our clients
  • Deep insight into operational best practices in Client Management & Support
  • Demonstrates comprehensive knowledge of TELUS strategies, offerings, and technologies; applies knowledge of information technology and leading edge solutions related to the client’s business
  • An understanding of the TELUS Partner Eco-System
  • Aptitude to master the required proficiency levels of the BRM skills for this position
  • Recognized for being clear, concise and influential in all aspects of communications, verbal, written, presentations
  • Enthusiastic about leading in a continuously changing, dynamic environment
  • Known for thriving in ambiguity and successfully navigating and leading through areas of grey
  • Facilitates and drives TELUS and client alignment at senior levels by levering relationship skills promoting and enabling a deep understanding the customers’ strategies, business goals and objectives
  • Plans, facilitates and / or conducts complex negotiations reaching lasting agreements and commitments
  • Anticipates customer problems and develops realistic visions and strategies
  • Anticipates and clearly defines problems, logically diagnoses causes, identifies solutions and creates action plans
  • Applies creativity and judgment in developing new approaches and solutions
  • YOU also Bring :

  • University degree or equivalent and / or 5-10 years of equivalent experience
  • 5-10 years of experience in a customer-facing / sales environment in Enterprise or Public Sector accounts
  • Strong knowledge of IT industry technologies & services
  • Information Technology Infrastructure Library (ITIL) certification and / or a professional certification in Business Relationship Management
  • What YOU Get :

  • Visibility with TELUS’ senior leadership teams in support of our largest customers in western Canada
  • Key role in transforming TELUS’ Enterprise strategy with key clients
  • Opportunity to work and collaborate with a passionate team driven by the desire to deliver best-in-class client experience
  • 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
  • Normal / flexible office conditions, frequently exposed to demands of travel and irregular work hours
  • 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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