Customer Success Executive - Toronto, Canada - TELUS

TELUS

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Location:
Toronto, ON, CA- Req ID: Jobs by Category: Operations- Job Function: Customer Service- Status: Full Time- Schedule: Regular
Description:
Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work?

Are you a naturally curious person that believes learning is a continuous journey?

Do you prioritize your well-being and want your employer to do the same?

The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let's make the future friendly.

Our team and what we'll accomplish together
As part of the Customer Success team in TELUS Business Solutions, you represent the TELUS brand, values, and promise.

The Customer Success team is passionate about providing best-in-class relationship management and support to TELUS Business Solutions' Public and Commercial Enterprise customers.

Highly motivated and driven, we strive to deliver industry-leading client experiences, focusing on Client Lifetime Value, advocating for the client, and actively managing and enhancing account profitability.

As a part of the Account Management team, the Customer Success Executive (CSX) is a team player in executing the account strategy and is responsible for driving Client Lifetime Value within our Commercial

Enterprise and Public Sector clients.

The CSX will foster long-term client relationships with key decision-makers and influencers at senior levels and must be proficient at governance, planning and execution of an effective relationship strategy.

Together, the team is responsible for growing revenue, account profitability, and client satisfaction.

The CSX will guide the development of the Customer Success strategy based on an in-depth understanding of the client's business and technology needs and objectives, industry trends and directions, and competitors.

What you'll do:

We will accomplish these goals and drive high client satisfaction by:
Acting as a trusted advisor and the single point of accountability for our clients and taking ownership of Customer Strategy
Utilizing the Customer Success and Business Relationship Management (BRM) frameworks to construct and implement an actionable Customer Success Plan tailored to helping our clients achieve their business goals
Providing thought leadership and technical insight on our client's desired business outcomes and successfully aligning them to TELUS offerings; providing a competitive advantage for our clients
Implement revenue management practices driving revenue retention and growth strategies including value realization, account profitability, renewal execution, risk management, and customer growth
Identifying opportunities for organic growth by recommending additional TELUS products and services
Identifying sales leads through customer interactions for new growth and crosssell
Ensuring customers are satisfied with their TELUS products and services through managing customer metrics (health indicators, usage, adoption, and retention activities)
Growing and maintaining longterm client relationships with key decisionmakers and influencers, including Clevel Executives
Working closely with the Sales Executive on the strategic account plan
Shared responsibility for billed revenue, wallet share of spend, and quarterly forecasting
Proactively engaging clients on renewal opportunities and the value of working with TELUS, resulting in decreased churn and revenue erosion
Facilitating and conducting complex negotiations for the evolution of existing services
Onboarding customers, both new and existing, and partnering with sales, delivery & support to ensure successful deployment of solutions and services, including bill reviews and audits
Acting as an internal customer advocate, the voice of the customer, by working collaboratively with the value chain to drive successful adoption of selfserve and digital portals to increase time to value on all TELUS/client activities
Executing Quarterly Success Reviews to ensure we are meeting our clients' goals (outlined in Customer Success Plan), managing customer health, addressing client questions and concerns, and sharing new products features/opportunities
Supporting product and service evolution through feedback interlocks with Product and Customer Marketing, Operations and Sales

Qualifications:

What you bring to the table

An expert understanding of Customer Success, Sales, Contract Negotiation, and BRM frameworks
Enthusiastic about leading customers in a continuously changing, dynamic environment
Strong business acumen, including the ability to understand a customers' business, industry, economic trends, issues, and competition
Proven leadership attributes and abilities such as thought leadership, collaboration, communication, creative thinking, and decisionmaking skills to support client's strategy and vision
Persuasive