What are the responsibilities and job description for the Senior Strategic Account Manager position at TELUS Digital?
TELUS International (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 International 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 International 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 : telusinternational.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
Qualifications
TELUS 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 :
At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability.
