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Director - Client Relationship Management
ATHALMER BC V0A1A0
Category: Telecommunications
  • Your pay will be discussed at your interview

Job code: lhw-e0-90522418

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Telus

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Summary

  Job posted:   Sun Jun 3, 2018
  Distance to work:   ? miles
       
  1 Views, 0 Applications  
 
Director - Client Relationship Management

Do you have strong customer relationship experience in the public sector?
Are you a respected leader who is known for leading highly engaged, high-performance teams?
Join our team
The Client Relationship Management (CRM) team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions West's largest customers. We aren't your traditional service management team. Highly motivated and driven, we strive to deliver industry-leading client experiences, with a focus on Client Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.
Here's the impact you'll make and what we'll accomplish together
As the Director - Client Relationship Management, you will lead a highly engaged team responsible for enhancing and maintaining strong support relationships with TELUS' most critical public sector customers in BC. You will leverage your extensive knowledge of the inner workings of the BC public sector and exercise your mastery of customer management and communications to maximize contract value and ensure continuous improvement of the customer experience, while driving revenue growth and internal cost reduction.
Here's how
* Lead a high-performing management team to ensure clients receive differentiated levels of service and value adds aligned to contractual obligations and a commitment to continual service improvement
* Build and maintain strong executive relationships with TELUS' public sector customers in BC
* Develop strong partnerships with Sales and other key stakeholders to drive revenue growth and profitability through an elevated customer experience
* Sustain strong team engagement through our Customers First culture that is underpinned by recognition and coaching, change management best practices, and the use of Fair Process principles to drive operational improvement
* Manage client commitments across all services to ensure that TELUS delivers to its service promise
* Be a trusted advisor to the client regarding the value proposition and positioning of information & communications technology (ICT) related opportunities
What YOU Bring to the table:
* Proven relationship management experience with expert negotiation and conflict-resolution skills
* Passion for inspiring, leading and coaching team members to drive a high-performance team culture
* Deep insight into operational best practices in service delivery, assurance and customer care
* Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
* Valued for your ability to analyze data for strategic decision making and problem solving
* Enthusiastic about leading in a continuously changing, dynamic environment
* Known for thriving in ambiguity and successfully navigating and leading through areas of grey
You also bring:
* Ability to travel for customer and organizational meetings
* 7-10 years' experience in a customer-facing/operational environment
* Strong knowledge of ICT industry technologies and services
* Information Technology Infrastructure Library (ITIL) certification, professional certification in Business Relationship Management (e.g. BRMP) or equivalent work and educational experience is an asset
* Experience and established relationships within the BC - Public Sector are an asset
What YOU Get:
* Visibility with TELUS' senior leadership teams in support of our largest customers in western Canada
* The opportunity to work and collaborate with a passionate team driven by the desire to deliver best-in-class client experience
* Great pay, profit sharing bonus, optional stock purchase plan, dedication to a diverse and inclusive team culture with loads of career development opportunities, flexible Total Rewards benefit plan with many innovative options and programs including a DC Pension, flexible work styles, and more
Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV(TM). We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS, you create future friendly®possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
**Title:** *Director - Client Relationship Management*
**Location:** *CAN-BC-Victoria*
**Requisition ID:** *OPE01713-18*

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