Basic Information

Ref number

Req_00065449

Last day to apply

12-Nov-2021

Primary Location

Brian Canfield Centre Burnaby

Description and Requirements

Position Overview:

 

Reporting to the Manager of Client Success Management, the Senior Technical Account Manager (Sr. TAM) will have the following 4 key responsibilities:

  • Proactive management of the existing services contract relationship, management of SLA's & KPI's. 

  • You are the face of TELUS International International for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer including C level Executives

  • Taking ownership for Customer Architecture and providing direction to delivery teams

  • Collaborative and engaged relationship with the Sales / Account team in support of new business opportunities focussing on helping customers get to the Cloud

Responsibilities:

  • Be the trusted advisor for our customers, working to develop or assist with Cloud strategies

  • Being a Customer advocate within TELUS International, driving changes through interaction with Sales, Marketing, Service Assurance, Implementation and Order Excellence

  • Revenue retention and growth

  • Performing regular account reviews

  • Initiating and delivering service improvement plans

  • Application support/development and maintenance

  • Providing assistance to Sales with acquiring new business, new business leads generation

  • Conducting SLA, contract compliance, and reporting reviews

  • Conducting face to face service reviews and customer satisfaction surveys

  • Supporting Sales and Operations in strategic planning and business responses to support client service requirements

  • Being viewed as the focal point of contact to the client in maintaining the service relationship

  • Collaborating, negotiating and mediating to ensure both TELUS International and our customers are living up to our contract agreements and respective responsibilities

  • Building and maintaining strong business relationships with assigned customers

  • Providing thought leadership and technical insight into client business decisions

  • Proactively promoting TELUS International' services so that clients are in a position to further increase their revenues and the use of TELUS International services

Qualifications

Required Knowledge:

  • Strong customer orientation & influencing skills: 

    • listening

    • understanding our customers vision of the future

    • collaborating

    • communicating

    • decision making

    • imagining possible solutions

  • End to end understanding of IT operational processes (ITIL) and an in-depth knowledge in IT technology concepts relating to the services we provide the customer

  • Demonstrated client relationship management

  • A strong working knowledge of:

    • Cloud technologies and terminology

    • Virtualization under VMware, GCP and / or Azure

    • Cisco Unified Computing 

    • Microsoft Clustering

    • Microsoft Visio / producing and maintaining network diagrams

    • Microsoft SQL

    • Enterprise storage and backup technologies

  • Basic knowledge of PCI Security Standards

  • Knowledge of basic data networking technologies, including WAN, LAN, IP, VPN, and Internet


Required Skills & Abilities:

  • Excellent oral and written communication skills

  • End to end understanding of operational processes and a proficiency in Data/IP concepts and competitive environments

  • Ability to comprehend problems, develop solutions and communicate those effectively to all key stakeholders

  • Ability to manage stressful situations and tight deadlines

Required Professional Designation/Certification:

  • Post-secondary education in Business Management, Telecommunications Management, Information Technology or equivalent business experience

  • ITIL Certified

Required Experience:

  • 5+ years’ experience in managing service for major accounts within the communication industry

  • 5+ years’ of experience in supporting a Cloud environment

  • 5+ years’ experience supporting mainframe technology

  • Project management &/or service assurance experience

 

 


Additional Job Description

Position Overview: Reporting to the Manager of Client Success Management, the Senior Technical Account Manager (Sr. TAM) will have the following 4 key responsibilities: Proactive management of the existing services contract relationship, management of SLA's & KPI's. You are the face of TELUS International International for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer including C level Executives Taking ownership for Customer Architecture and providing direction to delivery teams Collaborative and engaged relationship with the Sales / Account team in support of new business opportunities focussing on helping customers get to the Cloud Reporting to the Manager of Client Success Management, the Senior Technical Account Manager (Sr. TAM) will have the following 4 key responsibilities: Proactive management of the existing services contract relationship, management of SLA's & KPI's. You are the face of TELUS International International for service responsibility to our high valued customers and responsible to liaise with various levels of management within the customer including C level Executives Taking ownership for Customer Architecture and providing direction to delivery teams Collaborative and engaged relationship with the Sales / Account team in support of new business opportunities focussing on helping customers get to the Cloud