Customer Success Manager – Fully Managed

Description

Join our team

Fully Managed by TELUS offers comprehensive technology solutions to help small and medium businesses thrive in today’s digital work environment. At Fully Managed, we promise our customers three things: fast, consistent, and reliable IT management and support; proactive cybersecurity measures that protect organizations even before threats arise; and scalable IT solutions designed to support their business goals. Through standardized processes, we work to deliver on these promises consistently and efficiently to ensure our customers are highly satisfied and we have a profitable business.

Our team operates in a dynamic and entrepreneurial setting, providing an excellent opportunity for learning and growth. We attract proactive, data-driven individuals who embrace challenges and value ownership, outcomes, curiosity, persistence, and teamwork.

The impact you’ll make and what we’ll accomplish together

Our Customer Success team is intensely focused on ensuring that each of our customers feel we are delivering on the three components of our brand promise. We bring the best our organization has to offer to each of our customers, and advocate for our customers internally to resolve issues when they do occur. We proactively work to provide service that over-delivers: Fewer business interruptions that require them to call, faster than expected resolution of issues. In Moments of Truth, we aim for a response so exceptional that it makes them even more loyal. We guide our customers on the use of IT so they can more effectively achieve their business goals.

We know we are successful when customers offer to provide testimonials and enthusiastically refer us to their network, and when the revenue (and margin) of our customer base grows month over month and customer churn is low and decreasing.

Here’s How

• MSA Owner: Take ownership of the Managed Service Agreement (MSA) and ensure its successful implementation and interpretation for both clients and internal team members. This includes managing client expectations and ensuring their comprehension of all aspects outlined in the agreement.
• Relationship Owner: The Account Manager is the single point of contact for the customer at Fully Managed (except for Projects, which are owned by the assigned Project Coordinator), and you represent the customers’ needs to the organization, and communicate with customers in a timely fashion on any issues they raise. Our goal is to provide such good service that we get referrals from all of the customers in our base.
• Churn Management: Assess churn risk of all assigned customers and proactively identify issues impacting customer satisfaction for each customer, determine the “Get to Green” action plan, work with others in the organization to solve the issue, and communicate status updates to the customer.
• Upsell and Cross-Sell: Work with vCIO to understand customer’s current IT environment and use this together with an understanding of the customer’s business objectives and current issues to determine the Best Next Actions, and use Quarterly Business Review (QBR) to get buy-in to this course of action to create a win-win outcome.
• Onboarding Training: When new customers join Fully Managed, ensure they understand how to use our services and what they can expect from our Customer Success team (QBRs, etc)
• Business Ownership: Identify and drive opportunities to increase revenue and decrease costs across the business

KPIs: Key performance indicators

• Net Dollar Retention (NDR), Combination of Churn Management and Upsell/Cross-Sell – 80%
• Likelihood to Recommend (L2R) – 20%

Qualifications

You are the missing piece of the puzzle

• Customer First: You embody Customer Success with a passionate interest in understanding our customers’ point of view and their experience with our services and you use this perspective to identify what matters most
• Selling: You ask the right questions to help customers articulate their acute and strategic needs and use your understanding of our products to demonstrate how we can help solve their problems, and you are able to bring these conversations to a close with a signed contract. 
• Technical Aptitude: You can describe to a customer how various technical solutions work (at a high level) to enable them to feel confident they are choosing the solution that’s right for them.
• Ownership: You take ownership of our customers’ problems and continue to drive them until our customer agrees the problem is fixed, juggling multiple asks from many customers at the same time
• Interpersonal: You have a smooth, friendly way of working with people, moving the tasks and the relationships forward together. You face conflict head on, in a productive way. Others say you are fun to work with and see you as a role model for how to live the TELUS values.
• Communication Skills: You are able to convey complex information clearly and concisely verbally and in writing/diagrams to audiences with a variety of technical skill levels to drive timely decisions

Great to Haves

• 5+ years of work experience in a Sales or Customer Success role, in Managed IT outsourcing, IT consulting or other relevant field

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