Position Overview:

Reporting to the Manager of Client Success Management, the Senior Technical Account Manager (Sr. TAM) will have the following 4 key responsibilities:

• Proactive management of the existing services contract relationship, management of SLA's & KPI's. 

• You are the face of TELUS International International for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer including C level Executives

• Taking ownership for Customer Architecture and providing direction to delivery teams

• Collaborative and engaged relationship with the Sales / Account team in support of new business opportunities focussing on helping customers get to the Cloud

Responsibilities:

• Be the trusted advisor for our customers, working to develop or assist with Cloud strategies

• Being a Customer advocate within TELUS International, driving changes through interaction with Sales, Marketing, Service Assurance, Implementation and Order Excellence

• Revenue retention and growth

• Performing regular account reviews

• Initiating and delivering service improvement plans

• Application support/development and maintenance

• Providing assistance to Sales with acquiring new business, new business leads generation

• Conducting SLA, contract compliance, and reporting reviews

• Conducting face to face service reviews and customer satisfaction surveys

• Supporting Sales and Operations in strategic planning and business responses to support client service requirements

• Being viewed as the focal point of contact to the client in maintaining the service relationship

• Collaborating, negotiating and mediating to ensure both TELUS International and our customers are living up to our contract agreements and respective responsibilities

• Building and maintaining strong business relationships with assigned customers

• Providing thought leadership and technical insight into client business decisions

• Proactively promoting TELUS International' services so that clients are in a position to further increase their revenues and the use of TELUS International services

Qualifications

Required Knowledge:

• Strong customer orientation & influencing skills: 

• listening

• understanding our customers vision of the future

• collaborating

• communicating

• decision making

• imagining possible solutions

• End to end understanding of IT operational processes (ITIL) and an in-depth knowledge in IT technology concepts relating to the services we provide the customer

• Demonstrated client relationship management

• A strong working knowledge of:

• Cloud technologies and terminology

• Virtualization under VMware, GCP and / or Azure

• Cisco Unified Computing 

• Microsoft Clustering

• Microsoft Visio / producing and maintaining network diagrams

• Microsoft SQL

• Enterprise storage and backup technologies

• Basic knowledge of PCI Security Standards

• Knowledge of basic data networking technologies, including WAN, LAN, IP, VPN, and Internet

Required Skills & Abilities:

• Excellent oral and written communication skills

• 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

• Ability to manage stressful situations and tight deadlines

Required Professional Designation/Certification:

• Post-secondary education in Business Management, Telecommunications Management, Information Technology or equivalent business experience

• ITIL Certified

Required Experience:

• 5+ years’ experience in managing service for major accounts within the communication industry

• 5+ years’ of experience in supporting a Cloud environment

• 5+ years’ experience supporting mainframe technology

• Project management &/or service assurance experience