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Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
The position of Client Service Account Manager (CSAM) has overall accountability for managing the post sales service delivery experience for assigned customers. CSAM will cover a designated base of 1 to 8 customers. These customers are BBMs most complex and strategic that have a broad service portfolio of complex solutions with a large wallet share of revenue. The CSAM will be accountable to ensure all post-sale service and contract commitments are met to customer satisfaction. Client Service Account Manager activities will focus around four pillars; Account Governance, Compliance and Contract Relationship, Delivery and Operations Management and Financial Management.
Detailed Accountabilities and Responsibilities may include the following:
Account Governance
- Interface with Client Executive branch primarily face to face through established governance to review key activities and status related to delivery and service performance.
- Single point of accountability for client Executive escalations, effectively manage internal escalation process and client communications in cooperation with functional teams
- Deliver performance reports and score cards to customer
- Develop Service improvement plans in response to Client satisfaction review/surveys.
- Working with internal stakeholders to resolve issues
- Accountable for client satisfaction related to all delivery and operational activities
- Value creation for our business by clearing post-sale roadblocks in order for the sales teams to
- secure new business
Compliance and Contract Management
- Manage contract disputes and act as the SME to represent Bell in all business matters and engage Legal as required.
- Virtual team education on contract obligations
- Responsible to the customer on the terms and conditions of the contract – managing customer expectations, answer questions and interpret contract details
- Ensure that internal/external partners effectively maintain SLA’s
- Responsible for internal or customer reviews of any complex or custom contract clauses.
- Manage Contract Life-cycle - Line of site to all customer contracts, expiration dates; partner with sales team to renew and extend customer contracts.
- Ensure service level compliance to contract for services contracted. Visibility into Customer SLA related penalties - risk management
Delivery and Operations Management
- Effectively manage and clear client executive escalations to successful resolution
- Maintain close clear communication - develop and maintain a communication model for each escalation with internal and external stakeholders
- Proactively notify and manage client communications and expectations.
- Be the lead to manage corrective actions required to address chronic cross functional problems
- Accountable for the development of service improvement plans and their implementation in cooperation with functional teams
Financial Management
- Accountable for all billing related Client Executive escalations; Address issues by:
- Working with billing stakeholders to resolve issues.
- Overseeing the resolution of re-occurring billing issues
- Minimize revenue attrition resulting from delays on service deployment
- Work with Billing stakeholders to manage executive escalation on revenue recovery for aging accounts
- Working with Bell’s Finance community, Perform monthly monitoring and management of contract financial results : revenues/cogs/capital in day 2
- Manage financial and risk assessment audits when required and action any remediation efforts
- Oversee the resolution of re-occurring billing issues
Leadership
- Act as a champion in creating a customer focused culture
- Ensure appropriate flow of information between the business operations, sales, Bell executives and the clients
- Be actively involved in providing feedback and guidance regarding evaluation of sales initiatives, product development, problem resolution, etc
- Works independently engaging others as needed with minimal coaching and guidance.
- Effective customer relationships skills – ability to instill confidence in the client
- Solid analytical and problem solving skills
- Solid Business & Financial acumen
- Good written and communication skills
- Strong interpersonal and leadership skills
- Ability to present ideas to peers, team members, and clients
- Well-organized, able to prioritize work in a dynamic environment – meeting changing business needs.
- Effective negotiation skills with the ability to effectively resolve conflict while minimizing impact to ongoing customer relationship
- Understanding of Bell processes, products, and offerings with In Depth Knowledge of ICT solution and/or product mix.
- Solid organizational & functional skills
- Demonstrated experience managing large, complex contracts
- Ability to organize, lead and influence cross-functional teams and drive business results from groups not directly under your management.
Preferred Qualifications/Competencies:
- Experience in a related field or equivalent work experience
- 5+ years experience in a related discipline field
- In Depth knowledge of ICT (i.e. methodologies, Processes, tools)
- Exposure/experience in project management, Telecom / IT Operations would be an asset
- Understanding of revenue and cost management
- Bilingual would be an asset
- Progressive experience managing customer relationships at a senior management/executive level
- A SECRET Security Clearance is required (or the ability to obtain)
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Ottawa
Application Deadline: 03/06/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Ottawa