Senior Account Manager, Client Service Delivery

BELL BUSINESS MARKETS - Ville de Québec, QC (il y a 30+ jours)

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Req Id: 253113

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.

Our Bell Business Markets team enables the digital transformation of businesses and governments nationwide through solutions in areas including Internet and private networks, voice and unified communications, contact centre, security, Internet of Things, data centre and cloud. We’re proud to be Canada’s leading provider of broadband network and communication services for businesses and governments.

The position of Senior Client Service Account Manager has overall accountability for managing the service delivery experience for assigned Clients. The Client Service Account Manager will cover designated Clients who have a broad portfolio of Bell services and represent a significant revenue and/or revenue opportunity for Bell Business Markets. The Client Service Account Manager will be accountable to drive a material positive improvement in the service experience for these Clients and ensure all service and contract commitments are delivered to the Client’s satisfaction. Client Service Account Manager activities will focus its activities around four pillars; Delivery and Operations Management, Client Governance, Financial Management, and Client Service Management.

Job Duties/Accountabilities:
Service Management - Delivery and Operations Management – Priority 1:

Proactively notify and manage client communications and service expectations
Be the lead to oversee corrective actions required to address chronic cross-functional problems, including being accountable for the development of service improvement plans and their implementation in cooperation with functional teams
Accountable for the Service Management of Bell Deliverables required by teams across the organization to ensure client experience satisfaction
Play an active role in supporting Client communication at management and executive level during activities
Be aware of project activity and participate in project governance
Provide an overview of performance reporting for accounts, as part of an operational and strategic governance model to manage and identify trends and operational challenges; and to proactively manage the customer experience.
Establish key business and IT contacts to ensure a thorough understanding of business systems, production environments, core managed service process owners to understand what is required to keep the Clients core systems/services functioning and how Bell’s services support that
Understand and ensure operational model for services and systems are delivered per agreement while striving to demonstrate value and continuous improvement to the Client
Understand Bell’s services portfolio, identify areas or opportunities to further leverage Bell products and services
Work with internal stakeholders to proactively prioritize and resolve issues

Governance - Priority 2:
Develop and maintain an internal communication model for assigned Client and ensure this includes representation from key Bell stakeholders
Interface with Client executives through established a formalized governance to review key activities and status related to Bell’s delivery and service performance
Be the Single point of accountability for client Executive escalations, work effectively with operations Incident Management teams to effectively manage internal escalation process and support client communications
Deliver performance reports and quality scorecards to external and internal Clients based on the established governance model agreed to with Client
Value creation for our business by clearing post-sale roadblocks in order for the sales teams to secure new business
Ensure WHY and Executive reports are completed and are accurate

Financial Management - Priority 3:
Work with Bell’s Delivery team and the Finance community, to monitor contract financial results: to optimize revenues/cogs/capital in operations and use same to contribute to the Client Services Account Management FOPT program.
Minimize revenue attrition resulting from the service experience

Client Contract Compliance Management - Priority 4:
Provide subject matter expertise on Client contracts terms and conditions. Manage Client expectations, answer questions and interpret contract details
Ensure Bell effectively maintains SLA’s
Ensure service level compliance to contract for services contracted. Visibility into Client SLA related penalties - risk management

Act as a champion in creating a Client focused culture and winning their confidence based on a track record of consistently delivering quality
Proactively ensure appropriate flow of information between the business operations, sales, Bell executives and the clients
Act as a leader on the Clients behalf across the Bell organization
Works independently, engaging others in the organization as needed with minimal coaching and guidance
Effective Client 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 Client 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:
ITIL v3 Certified (IT Service Management Training and Certification)
Has the ability to acquire the appropriate Security Clearance (Government, Police or Client issued)
Previous experience in leading large Client support engagements
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 an important attribute
Understanding of Profit and Loss statements and detailed cost management
Progressive experience managing Client relationships at a senior management/executive level
Detailed understanding of Bells provisioning process, end to end
Detailed understanding of Solution Delivery Lifecycle from Day 0 through to Day 2
General familiarity with Bell products and services
Understanding of Bell’s organizational structure: BBM, Network Services, Field Operations, IT, etc.
Competency in Incident and Change Management Governance and process
Ability to mine and analyze data to identify trends and operational challenges, etc.

Bilingualism is required (English and French).

Additional Information:
Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Quebec City
Application Deadline: 06/08/2020

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 to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at

Created: Canada, QC, Quebec City

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