Account Partner - Telco

About TELUS Digital Experience & WillowTree

TELUS Digital Experience (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in North and Central America, Europe, Africa, and Asia, TELUS Digital Experience (TELUS Digital) + WillowTree empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital Experience partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.

In January 2023, WillowTree was acquired by TELUS Digital (Symbol: TIXT), a leading provider of next-generation digital customer experience (CX) solutions for global and disruptive brands. The combined firm brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose — including mobile apps, websites, voice UI, chatbots, email, customer service agents, and retail associates.

Location

This role will be based in Seattle, Washington to ensure close proximity to our Telco client, but will operate remotely in partnership with TELUS Digital and WillowTree.

The Opportunity

We are seeking a strategic and results-oriented Account Leader to lead all TELUS Digital and WillowTree delivery for our Telco account. This role will be responsible for developing and nurturing relationships with key clients, driving revenue growth, and ensuring client satisfaction across CX (Call Center), Digital, Core Technology, and AI.

A successful candidate will have an exemplary portfolio of results and relationships across top-tier logos within the communications and media industry, combined with truly differentiated team leadership skills, sales management disciplines combining technology, and business acumen with industry knowledge and experience.

Responsibilities

• Develop and implement strategic account plans to drive growth and retention within the communications and media sector, in alignment with company objectives.
• Serve as the primary point of contact for key clients, building and maintaining strong relationships at all levels of the organization.
• Collaborate with cross-functional teams, including sales, delivery, and product development, to ensure alignment and coordination in client engagements.
• Drive revenue growth by identifying upsell and cross-sell opportunities, negotiating contracts, and expanding the scope of services offered to clients.
• Monitor and analyze client performance metrics, including revenue, profitability, and customer satisfaction, and take proactive measures to address any issues or concerns.
• Stay abreast of industry trends, market dynamics, and competitive landscape within the communications and media sector, providing insights and recommendations to senior leadership.
• Mentor and develop team members, fostering a culture of excellence, accountability, and continuous improvement.

Performance Objectives

The performance objectives for the role leading our Telco account portfolio, with a focus on achieving new revenue targets, are centered around CX (Call Center), Digital, Core Technology, and AI capability leveraging world-class on, near, and offshore delivery practices:

1. Revenue Generation: Direct efforts to meet or exceed the new revenue targets through strategic initiatives and innovative CX product offerings and digital product delivery.
2. Near / On / Offshore Delivery Establishment & Optimization: Efficiently manage and optimize a multi-national, multi-geo onshore, nearshore, and offshore delivery practice, ensuring high-quality outputs while maintaining cost-effectiveness.
3. Partner Integration: Utilize hyper-scaler technology and resources effectively as part of the service delivery model, leveraging its capabilities to enhance customer experience solutions.
4. Team Leadership and Credentialing: Oversee and develop a team of industry-experienced sales and relationship leaders, ensuring they possess the necessary relationships, industry expertise, skills, and training to meet organizational and client needs.
5. Partner Collaboration: Work closely with implementation teams from partners, coordinating efforts to deliver integrated and comprehensive client solutions.
6. Strategic Client Relations: Build and maintain strong relationships with executive client stakeholders in the Telco client, understanding their needs and aligning services for maximum impact.
7. Innovation and Product Development: Drive the innovation of new products and services focused on the Telco client's organization, keeping abreast of industry trends and client stakeholder expectations.
8. Global Strategy Implementation: Implement strategies that align with the global objectives of the organization, particularly in leveraging global delivery capabilities.
9. Quality Assurance: Ensure the highest standards of service delivery are met, through regular quality assessments and continuous improvement processes.
10. Market Positioning and Growth: Position the company as a leader in CX, digital, technology, and AI products and services, identifying opportunities for growth and expansion within the Telco account.

Required Knowledge and Qualifications

• 7+ years of experience in advisory/account management or sales within management consulting or a technology company with a specific focus on CX (Call Center/Contact Center) OR Digital Product Delivery
• Proven success in delivering growth via new and emerging technology practices and account management within both new and assigned accounts by formulating and recommending strategies and operational objectives; using industry knowledge and identifying improvements to enhance services; making decisions and problem-solving based on economic analysis and negotiating contracts to a close
• Clear ability to forge positive relationships with senior-level executives within client organizations by actively participating in defining the future direction of our client's businesses and identifying new markets or business opportunities.
• Excellent presentational skills with the ability to connect with multi-disciplinary audiences
• Experience working with highly matrixed global operations teams and with diverse groups in terms of geography and different time zones
• Exemplary commercial management skills including client profitability modeling and pricing
• Can thrive with autonomy 
• Be proactive and solutions-oriented
• Excel at navigating complex enterprises and creating strong business relationships
• Be partnership-driven across all practices and service offerings 

Bonus Points

• Knowledge and experience with Google Cloud, AWS & Azure Products & Services
• Knowledge and experience with Contact Center Platforms & Tools (e.g. CCaaS)
• Global Working Experience including India, the Philippines & Central America

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree upholds our core values in every aspect of our work. We promote safe and inclusive work environments and maintain a drug-free workplace. We celebrate our differences and provide equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.