Specialist, Sales Support

2 weeks ago

Montreal, Quebec, Canada Bell Full time

Req Id: 417976

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

If you're ready to bring game-changing ideas to life and join a community that values professional growth and employee wellness, we want you on the Bell team.

Our Bell Business Markets team is at the forefront of enabling the digital transformation of businesses and governments nationwide through cutting-edge solutions in areas including Internet, private networks, unified communications, security, Internet of Things, data center, and cloud services. As Canada's leading provider of broadband network and communication services for businesses and governments, we take pride in our role.

Summary

Wholesale, within Bell Business Markets, is an engaging department that offers telecommunications services to a diverse range of clients across North America and globally.

The Specialist, Sales Support plays a key role in managing the post-sales service delivery experience for customers. They are responsible for ensuring all service and contract commitments are fulfilled to the customer's satisfaction in the post-sale phase. This includes Account Governance, Compliance, Contract Relationship, Delivery and Operations Management, and Financial Management.

Key Responsibilities

  • Interface with designated Clients primarily via phone, and in-person as needed, to review key activities and status related to delivery and service performance.
  • Conduct bi-yearly touchpoints with remaining clients over the phone to ensure smooth delivery activities.
  • Create value for the business by removing obstacles for the Sales teams to secure new deals.
  • Manage the Contract Lifecycle - Stay informed on all customer contracts, expiration dates; collaborate with the sales team for contract renewals and extensions.
  • Communicate terms and conditions of the contract clearly to the customer, manage customer expectations, address inquiries, and interpret contract specifics.
  • Efficiently handle and resolve customer escalations to achieve successful outcomes.
  • Maintain transparent communication - establish a communication strategy for each escalation with internal and external stakeholders.
  • Address all billing-related client executive escalations effectively.
  • Minimize revenue attrition caused by delays in service deployment.
  • Address executive escalations on revenue recovery for aging accounts.

Critical Qualifications
  • Ability to work independently, engaging others as needed with minimal supervision.
  • Strong customer relationship skills - able to inspire confidence in clients.
  • Excellent analytical and problem-solving abilities.
  • Solid Business & Financial acumen.
  • Strong interpersonal and leadership qualities.
  • Well-organized, capable of prioritizing tasks in a dynamic environment to meet evolving business needs.
  • Effective negotiation skills to resolve conflicts while minimizing impact on ongoing customer relationships.
  • Comprehensive understanding of Bell processes, products, and offerings, especially Wholesale products.
  • Proficiency in interacting with French & English speaking stakeholders across Canada as part of the role.

Preferred Qualifications
  • Experience in a related field or equivalent work experience.
  • 3+ years of experience in a related discipline field.
  • Broad understanding of Bell's processes and methodologies.
  • Familiarity with revenue and cost management.

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management
Job Status: Regular - Full Time
Job Location: Canada : Quebec : Montreal || Canada : Ontario : Ottawa || Canada : Ontario : Toronto
Work Arrangement: Full-time in office (meaning that you will be required to perform your work on-site)
Application Deadline: 05/28/2024

For work arrangements that are 'Hybrid', successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through **email** will not be accepted.

At Bell, we celebrate diversity and are dedicated to creating an inclusive, fair, and accessible workplace where each team member is valued, respected, supported, and has the opportunity to excel. We encourage applications from individuals with disabilities. Accommodations are available upon request for candidates participating in all stages of the selection process. For a confidential discussion, contact your recruiter directly or make arrangements accordingly. If you have queries regarding accessible employment at Bell, reach out to our Diversity & Inclusion Team.

Created: Canada, QC, Montreal

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