Telus Client Project Manager II in ON, Canada
This position is responsible to manage complex solutions through the fulfilment process and will include negotiating delivery dates, aligning multiple orders and managing the process flow. Drive superior customer experience and growth of all TELUS products and services through flawless implementation of our solutions. Responsible to co-ordinate and manage the implementation of new complex systems and strategic initiatives. Responsible for liaising between defined TELUS departments (Purchasing, Logistics, Project Management, Service Fulfilment and Service Assurance), contractors, vendors and customers.
Coordinate and manage the fulfilment aspects of complex solutions over the entire implementation life-cycle (execute, control, and close) including maintaining the project/solution schedule
Engage and leverage partnerships with internal stakeholders and external partners to improve the overall customer experience
Work closely with the client and/or Client Project Managers to manage client expectations
Accountable through the fulfilment process to establish and maintain client satisfaction with a focus on the end to end (E2E) customer experience that drives overall client satisfaction and likelihood to recommend (L2R)
Define solution and/or project scope, secures appropriate resources, and schedules to ensure successful, timely delivery and completion of the solution and/or project
Consistently and effectively communicate solution and/or project status to a variety of stakeholders including partners, cross-functional teams, senior leaders and clients
Ensure positive control of the solution and/or project: Dealing with conflicting priorities, issues, risks, dependencies and change
Pro-actively communicate with client contacts when the fulfilment of services is at risk
Negotiate new due dates with internal departments as required
Offer the customer numerous mitigating options (and process) to meet client requirements
Review and approve quotes as required for labour/construction costs
Work with client, sales, design and engineering to account for changes
Produce project/solution documentation as required (risk or change management MOP)
In-depth Knowledge of Canadian and U.S. Telecom markets and service providers
Technical knowledge (TELUS infrastructure, major TELUS services, basics of mainstream and enhanced data services)
Knowledge of telephony/IP products to support customer requirements (Enterprise/Government/Small-Medium Business)
Effective negotiation skills and ability to influence others
Effective problem solver and change agent with the ability to deal effectively with ambiguity and adjust to shifting priorities and rapid change
Strong customer service orientation and sensitivity to customer needs
Excellent communication skills (both written and verbal)
Strong interpersonal skills with the ability to work effectively within a team environment and deals professionally with various levels of management within the organization
Required Skills & Abilities:
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Ability to plan, manage and prioritize multiple activities while meeting deadlines
High standard of performance, able to deal with ambiguity and complex issues & concepts
Strong interpersonal skills with the ability to build good working relationships
Strong customer focused approach to problem/issue resolution
Team player with demonstrated ability to develop effective business relationships with peers, senior finance team, and VP/Director levels
Advanced ability to effectively manage multiple priorities, projects and activities
Required Professional Designation/Certification:
- Post-Secondary, PMP certification would be an asset
- 3-5 years of equivalent experience
Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
At TELUS,youcreate future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Title: Client Project Manager II
Requisition ID: PRO02586-17