Basic Information

Ref Number

Req_00085200

Primary Location

Place TELUS Montreal

Country

Kanada

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