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Basic Information
Ref Number
Req_00103362
Last day to apply
27-Mar-2023
Primary Location
Home Office – Canada
Additional Locations
Home Office – Canada
Country
Canada
Work Style
Remote
Description and Requirements
About TELUS International:
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.
TELUS International is looking for a passionate and enterprising Director of Client Success to lead our partner relationships with some of our largest Canadian and Health Industry Client – TELUS Health.
Position Overview:
As a Client Success Director your goal would be to successfully lead our partner relationship directly with a rapidly growing client health industry vertical, headlined by our TELUS Health relationship. To be successful you’ll be ‘born digital’ in your thinking, bring exceptional commercial disciplines, a deep understanding of product design, customer experience and support in an outsourced model and a tier 1 background in client partnership / relationship management. Reports directly to the SVP, Global Telecom Solutions
You will do this by:
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Passionately pursuing and establishing trusted, collaborative and strategic client relationships based on a set of key customer priorities and common goals within a highly competitive environment.
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Establishing and evolving client bespoke services into in-market products for your client and industry
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Connecting across all areas of TELUS International to bring truly world class outcomes for your clients.
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Managing 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.
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Leading 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.
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Supporting 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.
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Building strong global relationships and aligning closely with our operational colleagues to support challenges, resolve issues and identify improvements to enhance service delivery.
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Supporting client advocacy for TELUS International including executive sponsorship, new business development and competitive bid pursuits, awards and case studies.
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Thriving in a high pace, high growth environment reflecting the understanding of TELUS International as a publicly traded company
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
You are the kind of person who is:
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Results Driven
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Team-Player
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Collaborative
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Client Focused
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Problem-Solver
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Analytical
Required Knowledge and Qualifications:
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Bachelor’s Degree and a minimum of 7 years experience in tier 1 advisory / account management or sales with significant BPO experience
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Demonstrated success in delivering growth via account management within assigned accounts by: formulating and recommending strategies and operational objectives; using industry knowledge and identifying improvements to enhance services; making decisions and problem-solving based on economic analysis and negotiating contracts to a close
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Demonstrated ability to forge positive relationships with senior level executives within client organizations by: actively participating in defining the future direction of our client’s businesses and identifying new markets or business opportunities.
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Excellent written and verbal communication skills
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Excellent presentational skills
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Demonstrated experience working with highly matrixed global operations teams and with diverse groups in terms of geography and different time zones
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Exemplary commercial management skills including client profitability modeling and pricing
Preferred Qualifications:
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Master’s Degree / CA / CPA
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10 + years’ experience in account management or sales with significant digital and/or BPO experience
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Multilingual skills with fluency in business language
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Willingness to travel to service delivery and client location
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Experience working with Google Workplace
Additional Knowledge:
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Customer Experience Support
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Contact Center Operations
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Commercial and Financial Acumen
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Global Markets
Travel Required:
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Up to 35% travel as needed both domestic and international with access to an international airport (preferably within one hour from home) that has daily access to major North America / International cities.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Location:
Remote Home Office within the United States or Canada
COVID-19 Vaccination Policy:
Our trailblazing Work Styles program provides team members with the flexibility to work where and when they are most effective. When they do meet in person, they can be assured that all TELUS team members are fully vaccinated for COVID-19
TELUS International Values:
TELUS International 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:
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We passionately put our customers and communities first
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We embrace change and innovate courageously
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We grow together through spirited teamwork
At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.
Additional Job Description
Position Overview:
As a Client Success Director your goal would be to successfully lead our partner relationship directly with a rapidly growing client health industry vertical, headlined by our TELUS Health relationship. To be successful you’ll be ‘born digital’ in your thinking, bring exceptional commercial disciplines, a deep understanding of product design, customer experience and support in an outsourced model and a tier 1 background in client partnership / relationship management. Reports directly to the SVP, Global Telecom Solutions
