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Customer Success Executive, Strategic Enterprise Clients

2 weeks ago

Toronto, Canada Bell Full time

Req Id: 425027

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have - making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise-scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

**Summary**:
The Customer Success Executive (CSE) for Strategic Enterprise Clients is responsible for the overall success, growth, and retention of a portfolio of the company’s most important and complex enterprise customers. This role serves as a trusted advisor, strategic partner, and advocate for these clients, ensuring they maximize the value of the company's telecommunications solutions and achieve their business objectives. The CSE proactively manages the customer lifecycle, from delivery and adoption to expansion and renewal, fostering long-term relationships and driving customer loyalty.
- ** Value Realization and Growth**:

- Proactively identify opportunities to expand the company's footprint within existing strategic enterprise clients by introducing new products, services, and features.
- Work closely with the sales team to develop and execute account plans that drive revenue growth and increase customer lifetime value.
- Track and measure client success metrics, demonstrating the ROI of the company's solutions and identifying areas for optimization.
- **
Advocacy and Retention**:

- Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is incorporated into product development and service improvements.
- Proactively address any potential issues or concerns that could impact client satisfaction or retention.
- Co-manage (with Sales) the renewal process for assigned strategic enterprise clients, co-negotiating contracts and ensuring a seamless continuation of service.

**Key Responsibilities**:

- **Relationship Management**:

- Develop and maintain strong, trusted relationships with key stakeholders at strategic enterprise clients, including C-level executives, IT leaders, and business unit managers.
- Serve as the primary point of contact for assigned clients, understanding their business goals, challenges, and priorities.
- Conduct regular business reviews to assess client satisfaction, identify opportunities for improvement, and align the company's solutions with their evolving needs.
- **
Onboarding and Adoption**:

- Oversee the delivery of services, ensuring a smooth and efficient implementation of the company's solutions.
- Collaborate with internal teams (e.g., sales, engineering, support) to address client needs and resolve any issues promptly.
- **Collaboration and Communication**:
- Collaborate with internal teams (sales, marketing, product development, support) to ensure alignment and effective communication.
- Provide regular updates to management on the status of assigned strategic enterprise clients, including key metrics, challenges, and opportunities.
- Share best practices and insights with other Customer Success team members to improve overall team performance.

**Critical Qualifications**:

- Bachelor's degree in business administration, marketing, STEM or a related field.
- Minimum 5-7 years of experience in customer success, account management, sales or a related role, preferably within the telecommunications industry.
- Proven track record of successfully managing and growing relationships with strategic enterprise clients.
- Deep understanding of telecommunications technologies and solutions, including voice, data, wireless, cybersecurity, contact centers, cloud services and managed services.
- Excellent communication, interpersonal, and presentation skills.
- Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team.
- Proficiency in CRM software (e.g., Salesforce)

**Working Conditions**:

- Primarily office environment.
- Local travel required within GTA to visit client sites.

Adequate knowledge of French is required for positions in Quebec.

**Additional Information**:
**Position Type**:Mana