CTC - Détails de l'opportunité de carrière

CTC003975 - Client Management and Sales Operations

Secteur industriel: Telecommunications

Type d'emploi: Contract

Durée:

Mode de travail: On Site

Description

Client Management and Sales Operations (Bilingual)

Position Overview:

The position of Bell TV Client Management and Sales Operations has accountability for managing client experience following the sale of Bell’s Business TV service. Will cover a growing base of customers ranging from independent retail locations to large facilities owned by market-leading brands, and will be responsible to ensure all service and contract commitments are met to customer satisfaction in the post sale relationship. This person will also support our inside sales team with quote creation support and technical assistance. Activities will include Client Management, Sales Operations Management and Sales Support.Detailed Accountabilities and Responsibilities may include the following:

Client Management

• Service transactional account needs (programing changes, activation of incremental services, billing questions) from our national clients on a regular basis

• Single point of contact for escalations for client; effectively manage internal escalation process, engage internal stakeholders to resolve issues, advocate for clients’ interests and maintain communication pathway with client

• Accountable for client satisfaction related to all delivery and operational activities such as receiver/account management

• Value creation for our business by clearing roadblocks for the sales teams in order to secure new business

Sales Operations Management

• Coordinate Bell Business TV installations and renewals with customer and internal teams quickly and efficiently; communicate and track key milestones with both internal teams and with customer

• Identify client-impacting issues and drive root cause analysis with internal teams; proactively notify and manage client communication and expectations

• Identify and manage repeat issues; coordinate resolution with various departments

• Coach clients on CWT (Customer Web Tool, an internal Bell system) self-serve tool usage and features

• Minimize revenue attrition resulting from delays on service deployment

Sales Support:

• Work with various cross functional teams to identify, document, and communicate standard business processes as they related to customer service delivery.

• Provide Sales with daily support in the creation of quotes and contracts in CWT

• Provide administrative sales support

• Provide L2 CWT support

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

• Exceptional written and communication skills

• Strong interpersonal and leadership skills

• Ability to present ideas to peers, team members, and clients

• Sound understanding of Bell TV solution, and how it integrates with client-side equipment

• 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

• Polished organizational & functional skills

• Project Management skills

Preferred Qualifications/Competencies:

• The successful candidate must have excellent communication skills (written and oral) as there are daily customer communications

• Customer centric attitude with a bias for action

• Be well versed in Bell TV Satellite operations, knowledge of CWT (Commercial Web Tool) and CSG

• Exposure/experience in project management

• Understanding of revenue and cost management