Customer Success Manager

WORK LOCATION: Remote, candidate must be located in the San Francisco Bay Area, able to work on-site, attend customer and team meetings in the area as needed.

WORK SCHEDULE: Availability of 40 hours/week, business hours.

Position Summary

TELUS International is looking for a Customer Success Manager to join our AI team!

As a Customer Success Manager on our TELUS AI team, you will be responsible to personally engage with customers as senior operational leader: understand customer business needs, and lead teams to execute on defined solutions across all service offerings. The Customer Success Manager will function as a strategic, customer facing, results-driven and innovative operations leader. Work with operations leadership to ensure customer satisfaction; implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery. Track and monitor the performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality and profitability. Together with the Program Director, they both are accountable for increasing organic program revenue, managing margins, and other KPIs. Responsible for operational budgeting, and revenue forecast. Act as a key interface with customers at the last stage of the sales cycle, provide thought leadership as solutions are being crafted, and drive transition and onboarding of new customers as appropriate. The projects will be mostly, but not exclusively, related to data collection, natural language processing, data curation, and labeling, speech recognition and synthesis, and cognitive systems.

Other tasks assigned by the supervisor.

Primary Responsibilities

• Engage and manage customer relationships, understanding the needs of the customer, providing effective solutions, ensuring successful delivery of projects, programs and consistently drive excellent customer experience and service.
• Act as the primary communication link and escalation path across the customer program.
• Provide executive updates and overview on overall health of the account to Operations leaders and Global Customers.
• Establish and monitor KPIs and QBR processes internally and with customers.
• Provide guidance and performance coaching to the local and global operations team for this account.
• Own project budget, provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risks.
• Collaborate with internal, local, and global teams to initiate and implement procedural changes and customized workflows.
• Optimization through automation – provide innovative solutions to improve processes.

Requirements

• Minimum 6 years of experience in project management or program management, ideally in Machine Learning or similar environment/domain.
• Minimum 5 years of experience in senior customer facing roles, ideally in NLP, Machine Learning or similar environment/domain.
• Exceptionally strong customer service skills.
• 3 years of experience in managing multiple customers at a time.
• Strong leadership skills with a focus on influencing decision making by using data points.
• Strong analytical/problem-solving skills; demonstrated success in driving complex strategies and projects.
• Outstanding organizational skills and agility.
• Outstanding understanding of financial concepts, budgeting, managing costs, forecasting.
• Strong communication skills (verbal and written); proven project management skills and a motivated self-starter.
• Experience working in a corporate environment with professional work ethics, preferably in a service company.
• Proven experience in effecting change, driving institutional change through effective cross-group collaboration and group management.
• Knowledge of key sales processes and tools.
• People leadership experience required.
• High technical proficiency, particularly in spreadsheets, data analysis and reporting (e.g. creating and understanding dashboards and pivot tables).
• Fluency in English is a must.

Preferred Experience, Skills & Competencies:

• Experience in machine learning and artificial intelligence fields, such as data collection and annotation.
• PMP Certification

Salary Range: $114,000.00 to $143,000.00

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment of , including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Job Type: Full-time

Salary: $114,000.00 - $143,000.00 per year

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Work Location: Remote

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