Description:
Join our team and what we'll accomplish together..

• Bridging between Sales, Product Management and Security Operations Center.
• Refining renewal strategies that proactively engage clients
• Good understanding of Managed Security Services, and of the Managed Detection and Response market.
• Engaging in proactive regular discussion with TELUS MDR Clients, with a focus on known disengaged clients.
• Making sure clients maintain positive sentiment and see value in the service.

What you’ll do

• Proactive work with TELUS MDR Customers
• Work with TELUS internal teams (Product Management, Sales and SOC Team)
• Establish a constructive relationship with the customer base through regular touchpoints.
• Provide clients with dashboards and usage statistics of their use of the service and collect their feedback
• Update and maintain Renewal trackers and client list and work closely with counterpart from Vendor
• Ensure Technical Escalation Contacts are up-to-date
• Maintain knowledge of TELUS Business Solutions.
• Review existing service contracts with clients, and identify potential up-sell opportunities.

Main deliverable objectives
This role impacts TELUS ability to retain clients and grow. The main objective of this role is to maintain or improve clients satisfaction by engaging clients and understanding pain points and expectations.

• Provide leadership in applying TELUS and partners resources to help resolve clients' existing gaps.
• Be organized and driven in managing client lists and documenting meetings outcomes.
• Understand the product and the process/RACI to guide the client.
• Report opportunities as they arise to the rest of the team.

Qualifications

• Must be Bilingual in French/English
• Proven work experience as a Customer Success Manager or similar role
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• A communications or marketing degree is preferred
• Self-driven and proactive nature.
• Demonstrate leadership qualities.
• High computer literacy and ability to learn new software.

Great-to-haves

• High level understanding of cyber security and security postures.
• Professional security certifications