Customer Success Manager – Toronto

TELUS


Description

Are you looking to thrive in value realization for our TELUS Business Customers with your customer centric mindset?

Do you believe in fostering a culture of continuous learning and improvement through experimentation, feedback, and innovation?


Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work? 

Join our team and what we’ll accomplish together


Our Customer Success team drives client lifetime value within our Commercial Enterprise and Public sector. The Customer Success team is the champion of the post-sale customer experience, with the goal of attaining the maximum possible value from the TELUS services they have purchased to help deliver on their business goals.

In addition, Customer Success is responsible for accelerating time to value, maximizing customer satisfaction and retention, expanding service adoption and usage, driving account profitability and instituting governance, measurement, and reporting of customer health.

The Customer Success Manager (CSM) is a team player in executing the account strategy and is responsible for driving customer lifetime value within our strategic TELUS clients. The Customer Success Manager will foster long-term client relationships with key decision-makers and influencers at senior levels and must be proficient at governance, planning and execution of an effective relationship strategy.



What you’ll do

  • Protect and grow the billed revenue base through organic growth and maximize the customer lifetime value by managing costs, credits, reprice, renewals, and churn.

    Identifies organic growth opportunities and cross-sell opportunities to sales. Focus on maximizing revenue assurance and credit mitigation
  • Put customers first and help them achieve their business outcomes by maximizing existing core & standard offerings.

    Establish a mature customer relationship to drive high levels of customer satisfaction with their TELUS partnership, products and services
  • Accountable for compiling Customer Success Plans and Quarterly Business Reviews to uncover the customers’ business strategy and goals to deliver lifetime value and generate growth for TELUS
  • Establish strong relationships and interlock with internal collaborators (Strategy alignment with Account Exec; Solution Design, Process improvement; Product Management, etc)
  • Manage the customer lifecycle Management through customer product usage, risk management, customer satisfaction, matching solution to the customer’s need
  • Ensure a seamless onboarding experience through effective implementation planning and readiness reviews including first bill reviews

  • Qualifications

  • Ability to identify customer business needs and consult how TELUS can support them through TELUS solutions
  • Ability to manage influence through persuasion, negotiation
  • Ability to translate customer business goals into actions TELUS can take and aligning to TELUS solutions to achieve them in a mutually beneficial partnership
  • Clear, concise, and influential in all aspects of internal and customer communications (verbal, written, presentations). Excellent listening skills with the ability to tailor communications to the required audience leveraging storytelling techniques to support effective interactions
  • Business and financial acumen supported by industry and competitive knowledge
  • Understanding of account profitability (eg.

    Gross Margin, cost of goods sold), customers’ business, economic trends, and competition
  • Well developed interpersonal, planning and organizing skills, ability to prioritize competing deliverables across multiple customers
  • Understanding of technology and industry trends at a business level, the competitive landscape, market and economy. Proactively creates relationships crossing lines of business and lines of management
  • Education & Professional Designation/Certification


    Bachelor’s degree in business or related field or equivalent experience

    Required Experience


    Minimum 3-5 years Customer Success, sales and customer relationship experience at intermediate or senior level or equivalent experience
    Experience interacting with senior leadership in an Enterprise organization (private/public sector)


    Great-to-haves

  • Previous direct/indirect experience in a sales role
  • Professional certifications in Customer Success, Business Relationship Management, Sales and/or ITIL
  • Experience in a telecommunications customer-facing environment or technology sector supporting customers
  • Fluency in both English and French to conduct business discussions in the appropriate language (English and French) for the intended audience to effectively communicate with internal team members and provide customer support nationwide

  • What you get

    Visibility with TELUS’ senior leadership teams in support of our largest customers in Canada
    A key role in transforming TELUS’ Enterprise strategy with key clients
    The opportunity to work and collaborate with a passionate team driven by the desire to deliver a best-in-class client experience
    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 Direct Contribution Pension, flexible work styles, and more
    Normal/flexible office conditions, frequently exposed to demands of travel and must be flexible on work hours to meet the customer and business needs