Client Success Executive (BPO or Telecom Background Required) in United States, NV, United States for TELUS Digital
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Client Success Executive (BPO or Telecom Background Required)
Req ID: Req_00184884_US
Location: United States, NV, United States
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Description
Location: Anywhere in the United States (Remote Role)
Travel Requirement: The role requires travel of at least 1 to 2 weeks in a month.
About TELUS Digital
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 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, 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
Position Overview
As a Client Success Executive you build and maintain positive relationships with growth & retention clients (revenue $25-$100M), understanding their needs in order to retain and pursue opportunities to expand into new lines of business, cross sell to Digital to ensure TELUS Digital is the go to Partner for Strategic initiatives. You serve as the primary contact between the client and the organization, ensuring that the services delivered meet or exceed client expectations and contractual agreements. You collaborate with cross-functional teams to meet our clients KPI objectives.
Primary Responsibilities
Partner with internal teams to facilitate the onboarding and retention of new/existing customers ensuring they understand the services offered and contractual agreements and have a smooth transition.
Develop a deep understanding of each client's business objectives and prepare account plan to identify and pursue opportunities to cross-sell and upsell (increase revenue & wallet share).
Maintain regular client communication and act as a bridge between them and the business to ensure effective problem/ escalation resolution and continuous service improvement
Monitor key performance indicators and service level agreements to ensure contractual and compliance obligations are met consistently
Partner with cross- functional teams to address client needs, resolve issues, and continuously improve service quality
Prepare and present regular reports on client engagement, satisfaction and service performance
Ensure timely hygiene and corrective actions relating to: sales funnel, account/deal plans and
other sales KPIs
Core competencies
Leadership competencies
Functional competencies
Expertise in client relationship management and sales
Effective negotiation and conflict management abilities
Experience from the Telecom Industry with BPO/Contact Center is required.
Understanding of the digital BPO landscape and industry best practices
Knowledge of BPO services and digital technologies, including AI and Trust and Safety sales expertise as required
Ability to use sophisticated analytical thought to exercise judgment and identify innovative solutions
Ability to communicate difficult concepts and influence others to adopt a different point of view
General financial acumen
Proficient in using CRM software and sales tools
Qualifications
5+ years of experience in client relationship management, account management or sales preferably in the BPO or digital industry
Bachelor's degree in Business or related field
Proficient oral and written English
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, characteristics related to diversity.
TELUS Digital Values
TELUS Digital 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 Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
About Company:
TELUS Digital is the customer experience transformation partner to the world''s most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant''s qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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