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, our brand promise to our customers includes 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.
What we’ll accomplish together:
Our Customer Success team is intensely focused on ensuring that each of our customers feel we are delivering on 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.
As the Manager of Technical Sales Solutions, you will be leading our team of vCIOs. vCIO is an industry term that stands for Virtual Chief Information Officer. Our vCIOs have peer-to-peer conversations with SMB business owners (CEOs), collaborating on how their IT roadmap can support their business objectives. Customers tell us repeatedly that vCIO service is one of the things they most value in their partnership with Fully Managed.
What you’ll do:
Player/coach , working with customers 50% of the time and spending 50% of your time leading the team Drive NDR (Net Dollar Retention) by strategically deploying our vCIO resources to our customer base to ensure customers feel they get value for money from Fully Managed technology leadership, and supporting Customer Success Managers to sell new products (or upgraded versions of products) to increase the customer’s digital maturity, thereby driving higher productivity for our customers. Develop the Team by identifying areas of strengths and weakness in the skill set of the team as a whole and using training and hiring to fill gaps, and encouraging collaboration between the individuals to bring the best of the team to each of our customers, thus differentiating us from smaller competitors. Define best practices for how we serve customers (ex. Roadmap templates, Quarterly Business Review protocol) and soft skills (Listening First) and coach the team members to fully embody those approaches Technical Quality Control of IT Roadmap recommendations, especially judgment calls for when to deviate from our Standard Technology Stack. Build relationships inside TELUS to bring the full suite of TELUS’ product offerings to our Fully Managed customer base Align on Roles & Responsibilities and business processes with partner teams and ensure we adhere to them in our day-to-day work, including a process to funnel insights from customers back to internal teams (Product, Service Delivery) Develop our fledgling consulting practice in to a material revenue stream with a robust service description that clearly delineates between vCIO service included in the Fully Managed package and paid consulting
Qualifications
What you bring:
Customer First: You embody Customer Success with a passionate interest in understanding our customers’ business and what they need from their IT solution to move their business forward Coaching: You have the courage to tackle the difficult conversations needed to bring out the best in your team, and you see the business value of investing your time and energy in team member development Strategic Leadership: You understand the big picture objective of the team and ensure the team is focused on the right things to get to the goal Technical Expertise: You have experience working in a wide range of technical environments, hands on experience working with relevant technologies and you stay up-to-date on current best practices in IT Security, Data Management, and Compliance Pragmatic Advisor: You use your technical expertise and experience, combined with good judgment and critical thinking skills to develop advice that will work in real-life (not just in theory) and works with our customers’ other business initiatives and budget constraints. You anticipate customers’ concerns and objections and address them head on. Interpersonal: You have a smooth, friendly way of working with people, moving the tasks and the relationships forward together. When conflicts emerge, you can separate the problem from the people to lead towards a productive conversation and resolution. 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:
Formal or informal team leadership experience 10+ years of work experience as an IT Technician or Technical Sales Engineer, with exposure to a wide range of technical environments 5+ years of combined technical experience in the following disciplines: Microsoft Cloud (Azure, Microsoft 365 suite), Server Architectures (physical + virtual), Networking (physical + cloud), Information Security Up-to-date certifications in cloud computing architecture and cybersecurity Experience in the Managed Services Industry, familiarity with tools such as remote management & monitoring (RMM), IT discovery & assessment tools, ticketing and/or CRM systems
No CV Required
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