Senior Client Success Executive

JR United Kingdom; Exeter; Remote; GBP 50,000 - 80,000; Full time

Job summary

A leading provider in BPO and ITO seeks a Senior Client Success Executive to enhance client relationships across various business units. This role involves strategic planning, operational execution, and fostering client loyalty while managing a remote team. The ideal candidate will bring extensive experience in client management and a proven track record in driving growth within the BPO sector.

Qualifications

• Minimum 10 years in operations, with 2 years in a senior client success role.
• Experience in revenue-generating roles and client relationship management.
• Proven success in leading process improvements.

Responsibilities

• Establish and lead account strategies to drive growth.
• Develop relationships with senior client executives.
• Ensure positive customer experiences by managing operational issues.

Skills

Strategic thinking

Relationship building

Negotiation

Problem-solving

Operational planning

Education

Bachelor's degree in Business or related field

Job description

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. The Senior Client Success Executive (Global Account Management) leads and develops key account relationships.

Primary Responsibilities

1. Strategic and operational focus: establishing and leading the development and execution of our account strategy and roadmap with key expectations that drive growth.
2. Formulating and aligning strategies with operational objectives: identifying process improvements and innovative tools to enhance service delivery aligned with our clients' key priorities.
3. Establishing trusted and consultative customer relationships with senior executives in clients.
4. Creating C-suite and senior leader client relationships across client business units to build value and drive incremental revenue and new opportunities.
5. Developing strong service relationships, managing operational issues, and coordinating global teams to ensure a positive customer experience.
6. Supporting new business development pursuits in related sectors.
7. Providing matrixed leadership to teams across Operations, Quality, Finance, etc.
8. Implementing internal support strategies through interdependent relationships.
9. Ensuring clients receive differentiated service levels and value-adds through key project deliverables.
10. Delivering and exceeding contracted service level agreements through innovation and leadership.
11. Retaining and growing existing business.
12. Participating in defining future directions and identifying new markets or opportunities.
13. Planning and strategizing to improve the end-to-end client experience.
14. Applying global business acumen to adapt strategies across different countries.

Skills & Abilities

• Willingness and ability to work remotely and travel up to 35% of the time.
• Proven ability to build relationships with senior client executives.
• Success in setting strategic directions and expectations.
• Strategic thinking and operational planning skills.
• Industry knowledge and process improvement expertise.
• Ability to expand client wallet share by shifting from transactional to strategic solutions.
• Strong negotiation skills and understanding of business solutions.
• Results-oriented mindset.
• Knowledge of client operations, experience in BPO industry.
• Ability to motivate and coordinate international teams.
• Problem-solving skills in complex environments.
• Understanding of outsourcing business models and functional skills.

Qualifications

• Minimum 10 years of operations experience in call centers, with at least 2 years in a senior client success or similar role.
• Bachelor's degree in Business or related field, or equivalent experience.
• Experience leading process improvement and self-managed teams.
• Successful history in sales or client relationship management.
• Experience in revenue-generating roles.

Location: Remote UK, Ireland, or other EU countries.

Equal Opportunity Employer

We are committed to diversity and inclusion, hiring based on qualifications, merits, and performance without regard to characteristics related to diversity.

TELUS Values

We prioritize customer and community focus, embracing change and innovation, and fostering teamwork. We are dedicated to providing equitable employment opportunities for all abilities.