TELUS

Technical Relationship Manager

TELUS

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Serve as the primary technical point of contact for clients requiring deep architectural, infrastructure, and system-level expertise
  • Lead technical discussions directly with client technical stakeholders, including CTOs, architects, and DevOps teams
  • Provide authoritative technical guidance to clients exploring system-level changes or enhancements
  • Build and maintain trusted relationships with client technical teams through expert communication and reliable technical insights
  • Translate complex system architecture, performance metrics, and infrastructure behaviors into clear, actionable insights for client stakeholders
  • Deliver comprehensive root cause analysis explanations directly to clients and their technical teams
  • Facilitate technical planning discussions with clients, providing early-stage technical input and guidance
  • Ensure client technical stakeholders have complete understanding of system capabilities, limitations, and optimization opportunities
  • Engage with clients when technical issues involve deeper architectural or infrastructure considerations beyond standard support scope
  • Support enterprise and regulated clients with complex co-implementation models by providing technical clarity and boundary definition
  • Coordinate with internal technical teams to ensure clients receive comprehensive, accurate technical information
  • Proactively engage with client technical teams to prevent issues and optimize their understanding of our solutions
  • Research and coordinate technical solutions across Application Support, Application Delivery, and other internal teams in response to client needs
  • Collaborate with PMs, Ops Managers, and Implementation Leads on technical concerns beyond their ownership or expertise
  • Chair cross-functional meetings with internal technical teams to uncover and resolve sources of technical disruptions affecting client workflows
  • Coordinate major incident response and resolution across multiple internal teams and stakeholders
  • Position yourself as a trusted technical advisor to client organizations, not just a support resource
  • Maintain ongoing technical relationships that support long-term client success and satisfaction
  • Ensure clients feel confident in their technical decisions through expert guidance and clear communication
  • Identify and analyze recurring technical issues across clients to drive systemic improvements and prevent future risks
  • Note: This role engages directly with clients only for topics involving system architecture, infrastructure, or application stack design and behavior—this is not a general support role.

Requirements

  • 5+ years in technical client-facing roles with specific experience in: implementation management, professional services, technical account management, or DevOps liaison roles
  • Demonstrated experience with enterprise SaaS implementations involving multiple stakeholder groups
  • Track record of managing technical projects with both internal teams and external client technical teams
  • Deep understanding of SaaS infrastructure, enterprise application architecture, and production environments
  • SaaS/Cloud Platform Experience: Direct experience working with SaaS platforms, cloud providers, and vendor-specific cloud environments
  • Major Incident Management: Proven experience in major incident response, root cause analysis, and coordinating technical resolution across multiple teams
  • Technical Certifications: Industry certifications (CompTIA A+, Network+, or equivalent) demonstrating foundational technical competency
  • Experience with data center operations or infrastructure management (preferred)
  • Skilled at translating technical complexity for both technical and non-technical audiences
  • C-Level Stakeholder Engagement: Experience conducting technical discussions with executive sponsors and senior technical leadership
  • Proven ability to coordinate issue resolution across multiple internal teams and stakeholders
  • Change Management: Proven ability to lead technical change management initiatives and process improvements
  • Experience supporting enterprise or regulated clients, particularly in co-implementation or highly customized deployment environments (preferred)
  • Experience developing and delivering technical training programs for both internal teams and client stakeholders
  • Vendor Coordination: Experience managing technical relationships with multiple vendors and third-party providers
  • Strong analytical skills with a proactive mindset for identifying patterns and driving improvements (pattern recognition and process improvement mindset for identifying systemic technical issues)