Description
Join our team
Fully Managed by TELUS offers comprehensive technology solutions to help businesses thrive in today's digital work environment. With extensive IT expertise and a wide range of products and services, Fully Managed by TELUS empowers companies to work smarter, securely, and efficiently. Our team leads a diverse portfolio of Managed Services in a dynamic and entrepreneurial setting, providing an excellent opportunity for learning and growth. We attract data-driven people who embrace challenges and value ownership, outcomes, curiosity, iteration, and celebration.
The impact you'll make and what we’ll accomplish together
The main responsibility of the Sr Customer Solutions Architect is to lead and guide the development and implementation of Information Technology initiatives. The Sr Customer Solutions Architect oversees the planning and execution of small and medium business IT systems to enhance cost efficiency, service quality, and business growth for clients. As a member of the clients' executive team, the Fully Managed Sr Customer Solutions Architect actively participates in their strategic business plan. The Sr Customer Solutions Architect bridges the gap between the clients, and our Support and Project teams in the event there is service escalations by ensuring the right team is handling the escalated issue(s).
The Sr. Customer Solutions Architect role is a hybrid role, working in our downtown Vancouver office 4 days per week and at home 1 day per week (if desired). However, it will be 100% in the office during the first 3 months for onboarding and training. There is also some time spent on client sites.
Here’s How
Collaborate to understand the client’s immediate and long-term goals
Evaluate client environments from a technical and operational level
Identify technical and administrative risks impacting a client’s IT environment
Engages with Project and Support teams to address client escalations
Strengthen client partnerships by providing stakeholders with strategic advice in areas such as; IT Network and Security, Compliance, Data Governance, Capacity Planning and Disaster Recovery/Business Continuity
Align client needs with recommended solutions that account for expected growth, planned changes in operations and budgets
Create and update multi-year IT Roadmaps for clients to allow for predictable IT spending, in service of their evolving business needs
Optimize aspects of client IT environments to enable Service Delivery success
Drive systemic reduction in ticket volumes and integrate into digital maturity roadmaps
Engagement with Product Management teams to drive product stack evolution
KPIs: Key performance indicators
NDR (Net Dollar Retention) = Upsell & Churn - 50%
Digital Maturity of base - 20%
Overall Case Volume Reduction - 20%
L2R (Likelihood to Recommend) - 10%
Qualifications
You are the missing piece of the puzzle
Minimum 10 years of experience as an IT technician or Technical Sales Engineer in a wide range of technical environments
5+ years hands-on experience working with Azure Cloud, Microsoft 365, IT Security and/or IT Networking disciplines
Strong critical thinking skills, excellent verbal and written communication skills
Ability to visualize and create supporting documents that provide a reliable path to transform any environment to industry best practices, while accounting for client’s goals and constraints
Experience creating compelling IT Roadmaps that effectively communicate the importance and impact of recommendations to decision makers regardless of their technical knowledge
Up-to-date knowledge on current best practices in IT Security, Data Management, and Compliance
Experience in delivering technical presentations to management and executive groups
Customer facing experience utilizing effective communication skills while managing objections and non-technical discussions
Great-to-haves
Experience working with clients in the legal vertical
Familiarity with MacOS and iOS
Up-to-date certifications in cloud computing architecture and cybersecurity
Experience working in the Managed Services industry
Hands-on experience with Managed Services software tools such as remote management & monitoring (RMM), IT discovery & assessment tools, ticketing and/or CRM systems
Experience in developing technical roadmap documentation and consultative engagements with clients to drive adoption on recommendations
