Senior Client Success Executive

TELUS Digital 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, 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.

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 leads and develops key account relationships.

Primary Responsibilities

• Strategic and operational focus - establishing and leading the development and execution of our account strategy and roadmap with key expectations that drive.
• Formulating and aligning strategies with operational objectives - identify process improvements and innovative tools to enhance service delivery aligned with our clients' key priorities.
• Establishing trusted and consultative customer relationships with senior executives in clients.
• Creating C-suite and 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 within all client business units.
• Developing strong service relationships with our customers, dealing with end-to-end operational issues and bringing the global team together to collectively own the end-to-end customer experience.
• Supporting new-logo business development pursuits in related sectors.
• Provide matrixed leadership to a team of Operations, Quality, 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 program.
• Innovation and leadership to deliver on - and exceed - all contracted service level agreements.
• Retaining and growing our base business.
• Actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.
• Plans and strategies to 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.
• Demonstrated ability to forge positive relationships with senior level executives within client organizations.
• Proven success in setting the strategic direction and key expectations for the company.
• Ability to formulate and recommend strategies and operational objectives.
• 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 in operations experience in Call center and two plus Senior Client Success Executive or equivalent in a call center environment.
• Bachelor's degree in Business or related field, or equivalent experience.
• Experience in a matrixed leadership role, leading process improvement teams and/or self-managed work teams.
• Demonstrated history of success in sales and/or client relationship management.
• Experience in a revenue generating role.

Location: Remote UK, Ireland or other EU

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

TELUS Values

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviours 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.