Senior Client Service Manager-Consumer Goods

TELUS Agriculture & Consumer Goods•Chicago, IL

6d•Hybrid

About The Position

Join our Customer Success team at TELUS Agriculture & Consumer Goods as a Senior Client Service Manager and become the trusted voice of the customer for CPG manufacturers and retailers. You'll partner with customers post-implementation to unlock the full value of TELUS Trade Promotion Management and Revenue Growth Management Analytics — helping them drive measurable ROI, strengthen competitive advantage, and achieve their business goals. Working closely with Product, and Engineering, you'll translate customer needs into actionable insights that shape our product roadmap and support how brands and retailers thrive in an increasingly digital marketplace. This is a role where your customer relationships directly influence our product strategy and business direction.

Requirements

10+ years of experience in the Consumer Packaged Goods (CPG) industry, with strong knowledge of Trade Promotion Management (TPM) and/or Revenue Growth Management (RGM) principles
Proven customer success or client-facing experience within SaaS, consulting, CPG, technology, or related service industries
Demonstrated track record of building trusted customer relationships and driving measurable business outcomes through strategic account management
Strong executive presence and ability to engage, influence, and build trust with stakeholders at all levels, including C-suite, operations, finance, and sales teams
Proven ability to identify, develop, and execute growth strategies that expand customer value and increase lifetime value
Exceptional analytical and problem-solving skills, with the ability to interpret data, identify trends, and guide customers toward data-driven decisions
Strong communication and negotiation skills, with the ability to convey complex concepts clearly and build rapport across diverse customer organizations
Highly organized and detail-oriented, with strong time-management skills and the ability to manage multiple priorities and competing deadlines
Proactive, customer-centric mindset with a bias toward action and accountability
Demonstrated ability to learn quickly, adapt to new processes and systems, and thrive in a fast-paced, collaborative environment
Familiarity with retail or supply chain operations and dynamics

Nice To Haves

Bachelor's degree in Business, Marketing, Finance, or related field, or equivalent professional experience
Experience supporting post-implementation customer success, account management, or other large-scale customer change initiatives
Familiarity with retail or supply chain operations and dynamics

Responsibilities

Partner with customers to understand their business goals, define success metrics, and develop tailored success strategies that drive measurable ROI and sustained platform value
Serve as the primary point of contact for assigned accounts, building trusted relationships with CPG brand managers, retailers, and key stakeholders across customer organizations
Proactively identify expansion opportunities within existing accounts by analyzing usage data, customer feedback, and market trends, then collaborate to develop and execute growth plans
Gather customer insights, feedback, and pain points, then translate these learnings to Product and Engineering teams to inform roadmap decisions and drive continuous innovation
Monitor account health metrics and develop retention strategies for at-risk customers, implementing proactive interventions to maximize lifetime value and reduce churn.