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Customer Success Manager
Mississauga, Ontario, Canada Req Id: 372231 At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we're revolutionizing how Canadians communicate. If you're ready to bring game-changing ideas to life and join a community that values bold ideas, professional growth and employee wellness, we want you on the Bell team. The Infrastructure Services customer experience (CX) team is looking for an experienced, professional, highly motivated Customer Success Manager to join our CX team. The Customer Success Manager (CSM) role is a highly visible, strategic role within Bell's new Customer Experience (CX) practice working with various segments of our government and enterprise customers. The Customer Success Manager is accountable for customer success efforts to help our customers maximize value for their Cisco solutions. The CSM understands customers' goals and formulates a plan to accelerate customers through an adoption lifecycle, reduce time to value, deliver tangible business outcomes and provide strategic insights while working together with customer and internal LoB stakeholders. WORK ENVIRONMENT: The Infrastructure Services Operations Team is a dynamic business unit that is ever evolving to address customer and market demands. The team collaborates with Product Management, Sales, and IT teams to respond to real time customer impacts. The Operations Team is a mix of management and unionized staff members that have specific functions that support the quote-to-cash lifecycle. ESSENTIAL DUTIES AND RESPONSIBILITIES: *The CSM will build deep relationships with customers' senior leadership, Bell Sales and Delivery Team members in achieving their goals. *Set the overall vision and strategic success plan for their customer to speed up technology and services adoption with clear business outcome realization criteria. *Deeply understand customers' business goals, environment, pain points and operational maturity. *Drive post-sales orchestration of all company-wide and partner resources (people and assets) in support of their customers' business objectives. *Build and encourage strong customer executive relationships to develop a holistic and deep view of immediate needs and current programs. *Conduct periodic customer business reviews in conjunction with Bell Sales and different Delivery teams. *Represent the Bell CX (or Customer Success) organization at the highest levels within their customers and serve as the lead spokesperson and ambassador for Customer Success within Bell organization. *Share customers' feedback to continually improve Bell customer success functions and accelerate CX transformation. *Participate in building new best practices for different technology adoption and share customer success stories. *Develop and execute strategies to identify and manage anticipated end-user resistance or barriers. *Engage with the customer to identify expansion opportunities. WHO YOU ARE: *The focus of this role will be to drive adoption, business integration and expansion of Enterprise Networking (DNA), Collaboration and Security offers in existing accounts. *You have several years of technical experience in Networking, Collaboration and Security (CCNA/CCIE, or CISSP certification would be an advantage). *This is a slightly technical role whose purpose is to help our customers overcome adoption challenges, so you must have some technical knowledge of Enterprise Networking, Segmentation, SDA (Software Defined Access) and SDWAN (Software Defined Wide Area Network). *Strategic, self-driven thinker who can develop/implement a GTM strategy across all stages of the customer. *Ability to work independently as well as leveraging full team and cross-functional resources to ensure successful customer experience at each interaction. *Prior success with understanding quantitative customer metrics - health scores, NPS/CSAT, ARR - to tailor interactions and drive actionable next steps to ensure customer solution adoption and renewal. *A customer-obsessed mindset with a strong grasp of relevant success stories, customer metrics, and best practices to drive superior outcomes. *Strong relationship builder with a focus on aligning and collaborating with key stakeholders. *Consultative and presentation skills essential RECOMMENDED CANDIDATE QUALIFICATIONS: *BS EE/CS or business degree and 3 to 7 years' related software solutions experience. *Understanding of networking and its related supplier software, products and services. *Knowledge of DNA Automation & intent-based networking principles. *Ability to uncover EA expansion opportunities. *Knowledge of Cisco Webex Collaboration, Cloud-based/SaaS solution offerings and an understanding of Contact Center. *Strong understanding of multi-layered Security technologies (endpoint security, access security, firewall security, zero-trust, cloud security). *Excellent verbal and written communication skills including the ability to communicate with all levels of executive/senior staff and clients. *ITIL certification beyond ITIL Foundation, ITIL Expert certification is preferred. *Experience in renewal sales, or related field. *Experience increasing net new license attach rate by cross selling and upselling. *Ability to negotiate complex terms, conditions, price pressures and considerations. *Ability to work in a dynamic and fast-paced enterprise environment. *Ability to work in a team and also as a self-starter who takes initiative and works with limited direction. *Ability to rapidly assess a problem, define options, evaluate and execute to address critical business issues. *Attention to detail, a commitment to quality and a result-driven mindset. #Talent #ProgrammeRecommandationEmployes Bilingualism is an asset (English and French); adequate knowledge of French is required for positions in Quebec. ADDITIONAL INFORMATION: POSITION TYPE: Management Job Status: Regular - Full Time Job Location: Canada : Ontario : Mississauga Flexible work profile : Mobile APPLICATION DEADLINE: 05/24/2022 PLEASE APPLY DIRECTLY ONLINE TO BE CONSIDERED FOR THIS ROLE. APPLICATIONS THROUGH EMAIL WILL NOT BE ACCEPTED. At Bell, we don't just accept difference - we celebrate it. We're committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or **MEMBERS ONLY**SIGN UP NOW*** to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at **MEMBERS ONLY**SIGN UP NOW***. Created: Canada, ON, Mississauga BELL,ONE OF CANADA'S TOP 100 EMPLOYERS. |
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