Customer Success Manager

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
• Has the ability to attain an in-depth knowledge of customer environments, including their systems and applications locally and globally.
• 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 to have

• Bachelor’s degree in relevant field
• 7+ years of progressive business leadership responsibility and people management skills
• Experience in mentoring, coaching and training a team, ideally both technical and non-technical roles
• Deep understanding of Service Management best practices frameworks such as ITIL
• Experience with development of solution processes 
• Experience with project management methodology and techniques
• Desirable experience with Salesforce and NPS
• ITIL 4 Certified
• Must fluently speak, read and write French

Benefits

BT offers a superior global and diverse culture that fosters health and wellness for their employees.  

This opportunity is eligible for an annual bonus, a competitive base salary, comprehensive benefits and a generous vacation package.  

Must be eligible to work in Canada without sponsorship.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.