Customer Implementation Manager II

Description

Are you a naturally curious person that believes learning is a continuous journey?Do you prioritize your well-being and want your employer to do the same?The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly.

The Managed Network division of TELUS is a next-generation managed service provider that offers robust and flexible business communication technology like Unified Communications, Managed Networks, SD-WAN, and Network Security to its customers.

We are a group of experienced technology entrepreneurs from different backgrounds who are uniting their strengths and expertise to help businesses connect with their customers and the world. We are united in our belief that there is a better way to deliver simple, scalable solutions with speed. We have the scale and resources to bring our vision to life, but also the agility to flex to the needs of our customers along the way.

Who are we seeking to join our team?

TELUS is seeking an experienced Bilingual Customer Implementation Manager for its Montreal office.

Our team and what we’ll accomplish together Being a part of our team means you will own a piece of ensuring our Commercial & Public Sector customer's services are fully functional from coast to coast. Our area spans many duties including liaising with sales, to order support and fulfillment as well as technical engineering, customer implementation, provisioning and installation. We are a highly efficient business services organization that delivers outstanding customer and team experiences. Specifically, the Customer Implementation Manager Il operates as the primary liaison between the client and TELUS to facilitate the timely and efficient installation of Voice, Data and Enhanced services. The Implementation Manager oversees individual orders and projects to completion.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.

What you’ll do

• Conduct customer calls and initiates customer contact/communication regarding implementation planning and execution.
• Work closely with customer (small-mid size projects) or Client Project Managers (very large projects) to manage customer expectations
• Develop implementation plans for large multi-site customers including change and risk management processes (if required)
• Leverage and manage your project team to provide a plan for your customer deployment
• Act as the Overall Project Deployment Prime and manage the detailed project schedule and plan
• Align all vital elements of project scope delivery and supporting documentation before the project begins
• Develop and define project milestones, deliverables & completion criteria
• Kick off Customer deployments
• Manage risk, issues, scope, schedule and budget (as applicable)
• Define strategic direction and prioritize project phases to ensure service delivery continuity
• Consult and collaborate with relevant stakeholders to clearly define requirements and deliver expected results for assigned sub-projects and migration waves
• Maintain a working relationship with the external customer and internal stakeholders
• Effectively balance concurrent projects

Qualifications

What you bring

• Solid knowledge of telephony / IP products to support customer requirements (includes Enterprise / Government / Small-Medium Business segments)
• Bachelor's Degree or higher in Business, IT or Computer Science
• At least 5 years of Project Management experience
• Proven experience delivering large customer projects
• Strong communication skills (both verbal and written)
• Telecommunications industry experience
• Strong knowledge of Managed Network Service technologies (routing, switching, secure remote access, Managed WAN (IP-VPN + DMVPN) solutions, SD-WAN solutions, virtualization)
• Technical understanding of Voice and Unified Communications Solutions (i.e. Hosted PBX, On-premise PBX, SIP Trunking, MS Teams Direct Routing, Webex)
• General understanding of 3rd party vendor relationships, hardware, facilities management
• Ability to understand, build, adapt, communicate and deploy technical project plans
• Demonstrated proficiency in MS Project, Excel, PowerPoint, Microsoft 365
• Excellent analytical and problem-solving skills
• PMP certification preferred

Required Skills & Abilities

• Ability to understand circuit layouts and networking abilities within TELUS
• Previous experience with telephony/IP product installation or coordination
• Scheduling flexibility is a must to support after hour/weekend client requests
• Bilingual (English & French), written & spoken

Great-to-haves

• Technical Certifications
• Project Management skills/Certifications
• College / University degree