Client Engagement Senior Manager

TELUS Digital (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 50,000 team members and delivery centres across 32 countries in the Americas, Europe and Asia, TELUS Digital 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 Digital 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: telusdigital.com

As a Client Engagement Manager you drive delivery excellence for a large strategic account, ensuring high standards to drive Operational Compliance against contractual obligations, client satisfaction and long-term partnership. You manage the performance, drive engagement and foster development of your team.

Responsibilities

• Serve as the primary point of contact for client communications regarding service delivery compliance, media and PR matters for a digital strategic account, actively managing client service expectations
• Proactively update clients on account performance, actions to address issues, improvement opportunities, and future delivery strategies
• Oversee performance indicators for an assigned account, ensuring performance according to contractual obligations and client expectations
• Monitor that issues are being identified and corrective actions are promptly taken
• Collaborate on account strategy planning to support revenue growth from the account
• Proactively propose our company’s products to address the customer’s business objectives and/or challenges
• Oversee the risk management plan, business continuity plan (BCP) and disaster recovery plan (DRP) strategies for the account.
• Giving support, focusing on customers, embracing technology, managing self-development
• Providing leadership, leading change, building effective teams, managing stakeholders

Requirements

• 8+ years of experience in client relationship management, account management or sales; 5 years or progressive managerial experience
• Expertise in digital CX and/or Trust & Safety operations service delivery and client relationship management
• Ability to analyze data and make data-driven decisions
• Strong client relationship and senior stakeholder management, with the ability to influence and negotiate
• Strong presentation skills with the ability to adapt communication style to diverse audiences
• Strong financial management
• Ability to identify and solve complex problems leveraging the appropriate resources within or outside the department
• Bachelor’s degree in Business, Management or related field
• Proficient oral and written English