Basic Information
Ref Number
Req_00085200
Primary Location
Place TELUS Montreal
Country
Canada
Work Style
Remote
Description and Requirements
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
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
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