Customer Success Manager

7 months ago

Ottawa, Canada BT Full time

**Location: Ottawa**

**Remote with weekly travel to Montreal, Quebec**

**Must be fluent in French**

**Why this job matters**

This role is a vital part of the management team for BT’s broader Global organization. You will work with our global top-notch customers to understand their business objectives and act as their trusted consultant and advisor in their use of BT products, ensuring they realize business value. You regularly check-in with the customer, understand the customer's industry and goals. Additionally, you’ll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive success for both customers and BT. On this role you may also be required to be a coach and strategic planner for a team of Customer Success Professional, Customer Success Team Leader and Customer Success Specialist.

**What I'll be doing - your accountablilities**
- Manages a group of Customer Success Professional (CSP) and Customer Success Team Leader (CSTL), may also manage a group of Customer Success Specialist.
- Leads direct reports to implement best practice service management and governance into each client engagement and provides resolutions to team escalations.
- Carries out regular performance reviews and objectives setting, including regular team meetings, 1:1 sessions with all team members, and separate regular account team sessions
- Customer engagement: responsible for driving continual improvements within the organization, helping to move toward greater account development and net promoter scores (NPS)
- Holds responsibility for the success of large accounts or a portfolio of smaller account while in Service, assuring customer intimacy and business value within the agreed cost envelope and SLA parameters.
- Responsible for specified customers as the service owner and customer advocate, acting as their ‘voice’, providing in-life feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives and CSFs.
- Responsible for delivery against contractual SLAs and key business measures across the team.
- Leads and manages Service Improvement and Jeopardy Management Plans across a range of service and delivery disciplines for one or more customers.
- Influences business decisions and outcomes at executive level.
- Facilitate the growth necessary to support BT's new business initiatives.
- Ability to provide cross functional collaboration across all departments in BT

**Skills required for the job**
- Onboarding - Establishing relationships with customer, educating them on BT services and processes, set expectations, identify business goals and objectives.
- Seeks to hire best talent, develops both technical and non-technical skills for direct reports whilst maintaining the BT culture.
- Deployment - Work closely with Customer Success Senior Leadership in understanding the team structure and growth strategy to help foster a collaborative and solutions oriented team culture
- A strong blend of analytical decision-making and creative problem-solving skills
- Drive - Creates a loyal and engaged team of direct reports through combination of people development and inspirational management
- Has strong situational leadership skills and can work autonomously
- Personal - Accept feedback and develop self-awareness. Navigate relationships openly and honestly, sharing knowledge and information to directly benefit or support others. Deliver simple communications and inspiring messages, always considering different perspectives.
- Self-driven, self-motivated, enthusiastic and with a “can do” attitude
- Expansion - Helps to present and promote BT’s value proposition, service and product during key client or presales engagements
- Maintains a good understanding of commercial drivers and SLA stipulations, with the ability to have sales conversations with customers.
- Ability to easily transition from technical details to strategic planning.
- Team Player - strong interpersonal and collaboration skills
- Posesses the ability to work under pressure and rally teams around time sensitive objectives
- Manages the day to day team activites

**Connected leaders behaviour**
- Understand the customer's needs and challenges, and look for opportunities to create a brilliant customer experience.
- Contribute to a high performing culture, empowering others through coaching and development.
- Break down problems and make decisions using analysis, intuition and expertise.

**Key decisions**
- Contributes to the setting of the vision and direction for the service and delivery strategy for the accounts, outlining key service priorities.
- Shapes initiatives to transform service, generate revenue and minimise costs.
- Actively contributes to the Account Development Plan with responsibility for delivering customer success aligned to it.
- Flexible approach, able to operate effectively with uncertainty and change

**Experience you would be expected t

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