Senior Customer Success Executive

Senior Client Success Executive

TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com

Position Overview

TELUS Digital is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. Senior Client Success Executive (Global Account Management function) leads and develops key account relationships.

Primary Responsibilities

• Strategic and operational focus - establishing and leading the development and execution of an account strategy and roadmap, formulating and aligning strategies with operational objectives; driving innovation to enhance service delivery experience aligned with our clients' key priorities
• Creating trusted Sr. Leader client relationships across our client business units to build upon our value creation and drive significant sources of incremental revenue and new opportunity development
• Retaining and growing our base business; comfortable with, and motivated by, carrying revenue- and other quotas annually and developing/managing a revenue pipeline
• Identifying new markets or business opportunities with assigned client(s)
• Developing strong service relationships with our customers, dealing with end-to-end service issues and bringing the global team together to collectively own the end-to-end customer experience
• Provide matrixed leadership to a team of Operations, Quality, and Finance
• Implementing interdependent relationships internally, enabling a concerted support strategy
• Ensuring clients receive differentiated levels of service and value-add by creating and executing on key deliverables based on projects targeting the program
• Innovation and leadership to deliver on - and exceed - all contracted service level agreements
• Improve end-to-end client experience
• Global business acumen - understands business on a global scale, understands what works in many countries and what is different from country to country

Skills & Abilities

• Willingness and ability to work from a home office and to travel for up to 35% of work hours, including international travel
• Demonstrated ability to forge positive relationships with senior level executives within client organizations as well as within TELUS Digital
• Ability to formulate and recommend strategies and operational objectives; able to articulate client-or deal strategy to an internal leadership team and gain buy-in
• Ability to use industry knowledge and identify process improvements to enhance service
• Ability to grow "wallet share" in current customers' organization through moving from a transaction-based process environment to a strategic-based full-service solutions environment
• Ability to negotiate and work towards common goals with an understanding of business and client solutions in a highly competitive environment
• Results-oriented
• Knowledge of client operations, client experience (internal and external benchmarks), and BPO industry
• Ability to get the work done and motivate international matrixed operations teams
• Ability to facilitate solutions in a complex technology and business environment
• Knows the outsourcing business and the mission-critical functional skills needed to do the job; understands various types of business propositions and how businesses operate in general

Qualifications

• Minimum 10 years of experience within the Customer Experience industry with a minimum of 2 years of experience as a Senior Client Account Manager/ Client Success or equivalent role
• Bachelor's degree in Business or related field, or equivalent experience
• Experience in a matrixed leadership role, as an individual contributor and / or self-managed work teams
• Demonstrated history of success in sales and / or client relationship management
• Experience in a revenue-generating role

Location: San Francisco Bay area, work from home

TELUS Values:

TELUS Digital 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 passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

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