Req Id: 77138
Bell is a truly Canadian company with over 135 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
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.
Position Description:
This Enterprise Client Services Account Management position has an overall accountability for their client’s service experience with Bell. The CSAM/ESM proactively manages customer relationships utilizing best practice based on the ITIL Business Relationship Management process while understanding the customer needs. The CSAM/ESM provides service experience management through service lifecycle, oversight of escalations and communications with the client, and address of chronic issues. The role is responsible for contract negotiation and compliance through constant cycles of negotiating, monitoring and reporting on service levels while engaging with the customer in proactive strategic discussion related to their evolving business needs through a continuous cycle of service improvement.
Job Duties/Accountabilities:
- Account-Level Service Management (Proactive):
- Maintain an awareness of Strategic / complex new business opportunities and engage as appropriate to mitigate downstream risk to overall customer experience.
- Negotiate and maintain multiple/complex Service/Operating Level Agreements, which integrate a mix of Bell’s IT and Telecommunications services, to define service scope, targets and support responsibilities.
- Actively manages contract lifecycle / renewals with overall accountability for revenue retention / customer loyalty
- Communicate defined targets and support responsibilities within Bell.
- Promote services as holistic deliverables that integrate the procedures and processes of Bell support teams.
- Measure support processes and internally communicate resulting service levels to focus the tactical activities of support teams toward service improvements.
- Organize service level reviews with the client/Sales and support teams to develop action plans that maintain/improve service levels.
- Account-Level Service Management (Reactive):
- Ensuring that the customer knows how to properly engage Bell and what to expect as a result of that engagement.
- Engagement in trouble management processes (often involving multiple delivery/support teams) in response to client-impacting service issues.
- Engagement in escalation and post-mortem processes.
- Being accountable from a customer experience perspective at a “Day 1” and “Day 2” level as it relates to the introduction of new services to the client while simultaneously and responsibly representing Bell Aliant Operational requirements.
- Demonstrate SLA metric Attainment through a formal repeating report delivery and review process.
- Demonstrates that customer commitments are managed and fulfilled using formal tracking tools and repeating customer meeting cadences.
- Engage as required related to executive level billing issue escalation. Work with the appropriate billing team resources to resolve the issue on behalf of the customer.
- Account-Level Service Planning & Governance:
- Participate in Account Planning activities, in conjunction with Sales.
- Develop annual Service Plans that support CSI Strategic objectives.
- Appropriately managed risk due to lost customer application availability and Bell revenue streams.
- Maintain a customer relationship “governance framework” identifying repeating engagement cadences with well-defined deliverables at all layers of the customer relationship from operational layer through executive layer.
- Provide leadership and direction to members of the account team in terms of achieving desired service management outcomes related to revenue retention and customer loyalty.
Critical Qualifications/Competencies:
- Individuals in this position should have a minimum of 10 years’ experience in the fields of IT/telecommunications, with no less than 5 years of management experience. The experience, to be relevant, should demonstrate an exposure to enterprise environments, including;
- Customer Relationship Management skills:
- Effective skills in the operation of Microsoft office Automation tools such as Word, Excel, Visio, Project and PowerPoint
- Executive and customer presentation skills
- Excellent communication and negotiation skills.
- Excellent Time Management skills
- Business Acumen and Planning experience
- People management and administrative skills.
- The ability to interact successfully with all levels of the client and Bell organizations
- It is preferred that the individual in this position have a Degree in Business Administration or Commerce with a technology or IT based background. Additional certification or experience in ITIL, Service Quality Assurance, and Networking, UC, IT, Technologies are an asset.
Other Qualifications/Competencies:
- Related experiences that would provide a beneficial background include aspects of resource, financial and service management. Examples of such experience are:
- Experience in Enterprise Customer Relationship Management through:
- Enterprise customer solution environments or relationship management in consulting or account management.
- Enterprise business performance analysis or strategic planning
- Experience in Service Management through:
- Management of a skilled work force, contract deliverables, financial budgets and client negotiations. This would also include the development of management infrastructure, operational best practices, data collection and reporting infrastructures, and an effective communication structure.
- Experience in Technical Team Leadership through:
- Associated experience through responsibility for a team’s performance. This would include development of standard operation procedures, coordination of team activities, and a demonstration of ownership/responsibility for the team’s ultimate success or failure.
AL:WKP #Feature *LI-JW TC:SAL
Bilingualism is an asset (English and French)
Additional Information:
Position Type: Management
Job Location: Canada : New Brunswick : Saint John
Application Deadline: 06/30/2015
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, NB, Saint John