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

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 customer's 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; understand 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

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 :

We passionately put our customers and communities first

We embrace change and innovate courageously

We grow together through spirited teamwork

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

Apply for this job

Receive alerts for other Senior Strategic Account Manager job openings

Senior Strategic Account Manager

What are the responsibilities and job description for the Senior Strategic Account Manager position at TELUS Digital?

What is the career path for a Senior Strategic Account Manager?

Job openings at TELUS Digital

Not the job you're looking for? Here are some other Senior Strategic Account Manager jobs in the Sunnyvale, CA area that may be a better fit.

We don't have any other Senior Strategic Account Manager jobs in the Sunnyvale, CA area right now.

AI Assistant is available now!