Senior Customer Solutions Architect

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, we promise our customers 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 the three components of 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.

Here’s How

Trusted Advisor to our Customers: Earn the trust of your customers by listening to them, partnering with Account Managers and reviewing their use of our services to understand their business goals and IT challenges. Evaluate customers’ IT environments to identify risks and strategic opportunities, based on customer’s industry and business objectives, in areas such as IT Network and Security, Compliance, Data Governance, Capacity Planning and Disaster Recovery/Business Continuity. Appropriately document risks customer has accepted ownership for.

Support IT Roadmap to drive Upsell/Cross-Sell and Prevent Churn: Our customers succeed in achieving their business goals when they have an IT solution that is robust enough to support their business, enabling their employees to focus on their jobs, not their IT. You help them understand the risks and benefits of IT investments, and aligning with them on a multi-year timeline for projects helps them plan their budget to accommodate IT investments. Contribute to the Product Roadmap: Use your real-time knowledge of how current and new products are perceived by customers to provide insights to our Product team as they continually evolve our product stack.

IT Consulting Engagements will be of interest to customers who want more in-depth, specialized analysis and recommendations.

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.

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.

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

• 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.

Salary Range: $106,000-$160,000

Performance Bonus or Sales Incentive Plan: $25,000-45,000

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits such as:

• Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family.
• Flexibility to work in-office, virtually or a combination of both, based on the role's requirements.
• Generous company matched pension and share purchase programs.
• Opportunity to give back to communities in which we work, live and serve.
• Career growth and learning & development opportunities to develop your skills.
• And much more …

A bit about us

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. We’re committed to diversity and equitable access to employment opportunities based on ability. Your unique contributions and talents will be valued and respected here. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.