Basic Information
Ref Number
Last day to apply
Primary Location
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Job Type
Description and Requirements
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
Additional Job Description