Vice President, Client Success

About TELUS International

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 International is looking for an enterprising Vice President of Client Advocacy and Success. This position reports directly to the Chief Commercial Officer. The successful candidate will have the following key responsibilities:

• Customer Alliance and Strategic Relationship Management – passionately pursuing a collaborative and strategic relationship based on a set of key customer priorities and common goals
• Year over Year account growth within a highly competitive environment partnering with one of the world’s top technology companies.
• Strategic and operational focus – Establishing and leading the development and execution of our Account Strategy and Roadmap with key expectations that drives all Team Members around a common set of goals and objectives
• Formulating and aligning strategies to operational objectives for the purpose of account growth.
• Use industry knowledge and identify process improvements and innovative tools to enhance service delivery aligned with our customer’s key priorities
• Sales - growing "wallet share" in current customer's organization through developing and maintaining a strategic based full service solutions environment
• Leadership – ability to get things done through and with others in a matrixed international environment

Additional Responsibilities:

• Establishing trusted and consultative customer relationships.
• 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.
• Provide matrixed leadership to a team of Operations, Quality, Finance, Workforce and Learning Services professionals.
• Provide leadership to a team of Client Service Professionals accountable for customer escalation, customer growth and customer retention.
• Implementing interdependent relationships internally, enabling a concerted support strategy.
• Developing and executing strategic projects, initiatives and programs and/or leading end-to-end cross-functional process improvement initiatives.
• Ensuring clients receive differentiated levels of service and value-add by creating and executing on key deliverables based on project targeting program innovation, thought leadership to deliver on – and exceed – all contracted service level agreements.
• Retaining and growing our customer base.
• Actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.
• 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 relevant client Business Units.
• Preparing and managing budgets to meet corporate objectives and develop plans and strategies to improve end-to-end client experience.

Required Knowledge and Qualifications:

• Business and financial acumen: holistic operational knowledge of service delivery and assurance or customer care processes in a contact center environment.
• Knowledge of how sales and marketing drive new, repeat and growth business.
• Strong telecommunications/ technical knowledge.
• Knowledge of key client metrics in a contact center setting e.g. workforce management metrics, quality assurance metrics, customer satisfaction metrics, average handle time, etc.
• Global business acumen – understands business on a global scale, understands what works in many countries and what is different from country to country.
• Willingness and ability to work from a home office.
• Willingness and ability to travel up to 35%.
• Communication: Demonstrated ability to forge positive relationships with senior level executives and stakeholders within client organizations.
• Strategy: 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 services.
• Business Development: 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.
• Alliance Management: Ability to negotiate and work towards common goals with an understanding of business and client solutions in a highly competitive environment. ● Personal Characteristics: Results oriented. Ability to offer the inspiration, communication, and interpersonal relationship skills to make things happen.
• Benchmarking: Knowledge of client operations, client experience (internal and external benchmarks) and Fast Growing Tech vertical.
• Change Management: Demonstrated ability to adapt quickly to change and provide change management guidance to others.
• Leadership: Ability to lead and motivate international matrixed operations teams.
• Financial acumen: Demonstrated ability to make decisions and problem solve based on financial and economic analysis to align with corporate strategic vision.
• Ability to facilitate solutions in a complex technology and business environment.
• Ability to work with diverse groups in terms of geography and different time zones.

Experience and Education:

• Minimum 10 years in operations and/or client relationship management in a call center and digital environment with 2 to 3 years of experience at VP level or equivalent
• Bachelor's degree in Business or related field.
• Experience in a matrixed leadership role, leading process improvement teams or self-managed work teams.
• Experience in a revenue-generating role.
• Demonstrated history of success in sales and / or client relationship management. ● Financial acumen – ability to read and act upon financial reports and make sound business decisions that have positive business impacts.
• Knows the outsourcing business and the mission-critical functional skills needed to do the job; understand various types of business propositions and understands how businesses operate in general.

Location:

This is a remote position but the candidates must be based in the United States with a preference for the successful candidate to be located in the Bay Area, Los Angeles, Orange County or San Diego. Global international travel (approximately 25-35%) required.

Compensation:

The base compensation range for this position is $250,000 - $300,000 USD commensurate with experience. Actual compensation within that range will be dependent upon the individual's skills, experience, qualifications, and applicable laws.

TELUS International 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.