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Client Service Manager II - Vancouver or Victoria BC

Reference ID: ROL01762-15

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Vancouver, BC
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Full Time
Job Category icon
Operations and Logistics

Position Overview:

As the Client Service Manager II (CSM II), you will manage the service, support and retention for TELUS key customers. You will act as the primary interface between the client and TELUS for all service delivery and service assurance issues, including escalations. You will be tasked to proactively manage the activities supporting assigned major, complex clients to ensure all contract deliverables are met, that a high level of client satisfaction is maintained, and that TELUS' support of these clients experience continuous improvement. This position plays a key role influencing overall customer satisfaction by ensuring that service expectations are defined, developed and supported to meet customer strategic planning goals.

    •Provide a single point of accountability (SPOA) to manage assigned accounts in line with client expectations and TELUS service capabilities on a 7x24 basis •Build and maintain strong client relationships, and provides day-to-day client advice and support •Accountable to manage client relationships using formal governance at both operational and executive levels to instil client loyalty and satisfaction with a focus on revenue retention and growth •Establish and enhance strategic partnerships with internal/external service partners to improve customer experience •Advocate our corporate initiatives to drive top customer ratings in Overall Client Satisfaction and Likelihood to recommend •Maintain/support tight control over project schedules, risks, scope of work and budget; ensures that operational teams and subcontractors have a clear understanding of client requirements •Able to identify opportunities to Sales account teams that support the growth of our business and provide feedback to the product marketing teams for continual improvement and refinement of our offerings •Proactively deliver new TELUS service solutions and reporting mechanisms and contribute to creating competitive breakthrough strategies and plans based on problem resolution and situations •Support the risk mitigation planning, adherence to standard service levels (Strategic Bid Review process) •Responsible to perform regular account reviews, conduct client satisfaction reviews and post-incident reports & investigations •Initiate and champion service improvement plans; oversee the closure of client satisfaction improvement initiatives •Based on the size and complexity of the client account, may have specific responsibilities focused on specific ITIL processes and activities


Required Knowledge:
    •Thorough understanding and knowledge of current industry communication and IP technologies, including wireless solutions, data infrastructures, internet, complex voice solutions, managed IT services, and security interests •Awareness and understanding of TELUS' business activities, organizational structure, systems and processes with a strong knowledge of TELUS' product portfolio, delivery and post implementation support

Required Skills & Abilities:
    •Excellent oral and written communication skills, including the ability to prepare and deliver presentations at operational and executive levels •Strong interpersonal skills •Self-motivated individual who is comfortable leading discussions with internal and external stakeholders and client representatives •End to end understanding of operational processes and a proficiency in Data/IP concepts and competitive environments •Ability to comprehend problems, develop solutions and communicate those effectively to all key stakeholders •Able to manage and facilitate to conclusion, complex client based challenges with multiple group participation and responsibility for resolution •Ability to use industry knowledge to develop service initiatives that enhance our competitive advantage •Service assurance and project management experience •Background in ITIL methodologies and concepts

Required Professional Designation/Certification:
    •College, University or post Graduate program in Telecommunications Management, Network management or equivalent experience •ITIL certification is an asset

Required Experience:
    •3+ years of equivalent experience supporting strategic business customers •Demonstrated customer relationship management •Work experience in Telecommunications or Information Technology complemented by three years in a competitive customer service environment, supporting national service delivery networks

Who is TELUS?

You are part of a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Your passion for demonstrating our values and delivering on our Customers First commitments helps to drive our success, ultimately making a difference for our customers, our shareholders, our communities and our team.

Thinking of taking your career at TELUS in a different direction? Then apply online today. This just might be the right move for you.

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. OPPAPMCS

Posted: March 26, 2017
Closes:May 25, 2017
Email Address:
Company Info
10,000+ employees

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About Telus

TELUS (TSX: T, NYSE: TU) is Canada’s fastest-growing national telecommunications company, with $12.3 billion of annual revenue and 13.9 million customer connections, ...