Basic Information

Ref number

Req_00060154

Last day to apply

31-Aug-2022

Primary Location

Home Office - Canada

Additional Locations

Home Office - United States

Description and Requirements

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands.The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions and other managed solutions. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at: telusinternational.com.


Position Overview:
 

TELUS International is looking for a passionate and enterprising Director of Client Services to lead our partner relationships with some of our most important North American-based global clients. 

A deep understanding of customer experience and support in an outsourced model and a background in account management or sales is needed. Reports directly to the Vice President, Client Services.

Key responsibilities:

  • Passionately pursue and establish trusted, collaborative and strategic client relationships based on a set of key customer priorities and common goals within a highly competitive environment.

  • Manage strategic and commercial aspects of client relationships with key client stakeholders and executives to help develop and grow the partnerships globally, actively participating in defining the future direction of our client's businesses and identifying new opportunities.

  • Lead the development and execution of account strategy roadmap for existing clients including defending renewals, supporting services retention, partnering to deliver efficiencies and improvements, and delivering revenue growth to targets.

  • Support profitable growth through developing, proposing, and implementing innovative solutions, including advisory services, automation, digital transformation and IT services, while maintaining a full-service solutions environment.

  • Build strong global relationships and align closely with our operational colleagues to support challenges, resolve issues and identify improvements to enhance service delivery.

  • Support client advocacy for TELUS International including executive sponsorship, new business development and competitive bid pursuits, awards and case studies.

Required Knowledge and Qualifications:

  • Demonstrated ability to forge positive relationships with senior level executives within client organizations, actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.

  • Proven success in delivering growth via account management and setting the strategic direction and key expectations for the organization. Ability to formulate and recommend strategies and operational objectives. Ability to use industry knowledge and identify improvements to enhance services.

  • Significant BPO experience, either as a vendor or client with a deep understanding of the workings of customer experience support, including contact center operations and the BPO industry.

  • Success in delivering growth via account management within assigned accounts. Strong commercial and financial acumen with demonstrated ability to make decisions, problem-solve based on economic analysis, align with client’s commercial vision and negotiate contracts to a close.

  • Ability to work towards common goals with an understanding of business and client solutions in a highly competitive environment. Ability to offer inspiration, communication, and interpersonal relationship skills to make things happen via globally matrixed operations teams.

  • A results driven and people oriented team-player with international experience and an understanding of the global markets, including the ability to work with diverse groups in terms of geography and different time zones.

Experience and Education:

  • Significant (7 years+) experience in a customer experience environment.

  • Bachelor's degree in Business or related field.

  • Multi-lingual skills with fluency in business language would be desirable.

 Location:

  • The successful candidate can be located anywhere in North America providing that they have access to an international airport (preferably within one hour from home) that has daily access to major North America / International cities.

  • Able to work from a home office and to travel away from home for up to 35% of work hours (domestic and international).

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

·       We embrace change and initiate opportunity

·       We have a passion for growth

·       We believe in spirited teamwork

·       We have the courage to innovate

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


Additional Job Description

Position Overview: TELUS International is looking for a passionate and enterprising Director of Client Services to lead our partner relationships with some of our most important North American-based global clients. A deep understanding of customer experience and support in an outsourced model and a background in account management or sales is needed. Reports directly to the Vice President, Client Services.