Solutions Architecture Advisor collaborating with stakeholders on projects such as cloud migrations and system implementations. Engage in technical leadership and support across multiple business sectors.
About the role
- Customer Success Manager driving transformation of enterprise connectivity at TELUS. Leading copper-to-fibre migration and maximizing customer lifetime value through strategic account management.
Responsibilities
- Drive Copper-to-Fibre Migration: Own the customer success strategy for migrating enterprise accounts from legacy copper circuits to modern fibre solutions.
- Translate Voice of Customer: Gather customer feedback and translate it into actionable insights for internal teams.
- Maximize Customer Lifetime Value: Increase product adoption, manage churn risks, and align TELUS solutions with customer business objectives.
- Own the Customer Success Plan: Develop and execute strategic account plans that outline key milestones, adoption goals, and success metrics.
- Lead Cross-Functional Collaboration: Partner with Account Executives, Solution Design, Process Improvement, and Product Management.
- Ensure Seamless Onboarding: Manage post-sale onboarding including implementation planning, readiness reviews, and first bill audits.
Requirements
- 3–5+ years in Customer Success, Account Management, Sales, or Customer Relationship Management at an intermediate or senior level (or equivalent professional experience)
- Proven success managing or supporting accounts with senior decision-makers (director+ level)
- Strong understanding of account economics (Gross Margin, profitability analysis, competitive positioning), industry trends, and how businesses make purchasing decisions
- Solid grasp of technology and data networking concepts
- Exceptional negotiation, persuasion, and conflict resolution abilities
- Ability to manage multiple complex accounts simultaneously, navigate ambiguity, and maintain focus on customer outcomes under pressure
- Bachelor's degree in Business, Communications, or related field, OR equivalent professional experience (5+ years in enterprise customer-facing roles)
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- Flexible benefits plan to meet the needs of you and your family
- Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
- Generous company matched pension and share purchase programs
- Opportunity to give back to communities in which we work, live and serve
- Career growth and learning & development opportunities to develop your skills
- And much more …
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