CTC006007 - Client Relations & Service Delivery Coordinator- Intermediate

Secteur industriel: Telecommunications

Type d'emploi: Contract

Durée: One year

Mode de travail: On Site

Description

IMPORTANT

Candidate will be working from home until Campus reopens.

** Must have home office/wifi set up

The position of Client Relationship Mgmt/Service Delivery has overall accountability for managing the service delivery experience post sales for the customer. Will cover a base of about 500 customers 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 play a role in pre-sales with quote creation support and technical assistance. Activities will include Sales Support, Account Governance, Delivery and Operations management. The candidate will be part of an operational team.

Detailed Accountabilities and Responsibilities may include the following:

Account Governance

Interface with our national clients on a regular basis

Single point of contact for escalations for client, effectively manage internal escalation process and client communication

Develop and maintain a communication model for each escalation with internal and external stakeholders. Manage customer perception during Executive escalation and working with internal stakeholders to resolve issues

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

Delivery and Operations Management

Coordinate client installations with customer and internal teams quickly and efficiently, communicating key milestones

Identify client impact and root cause analysis; proactively notify and manage client communication and expectations.

Be the lead to manage repeat problem resolution with various departments

Coach customer with CWT (Customer Web Tool) Self Serve tool

Accountable for the development of service improvement plans and their implementation

Minimize revenue attrition resulting from delays on service deployment

Technical Support to Sales:

Technical support to the sales team

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

Work with the training team to develop training plans, materials, and documentation for any sales related projects

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

Good written and communication skills

Strong interpersonal and leadership skills

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

Sound understanding of client's solution.

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 client processes, products, and offerings

Solid organizational & functional skills

Project Management skills

Preferred Qualifications/Competencies:

College or BA

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

Customer centric attitude

2 years experienced with technical specs such as IP Networks, RF distribution

Exposure/experience in project management

Understanding of revenue and cost management

Bilingual (Must have)