Senior Specialist, Contract Management
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Key skills for this role
About the Role
Bell Canada is seeking a Senior Specialist, Contract Management (Customer Success Manager) to drive value realization for customers investing in Cisco software. You will manage a portfolio of accounts, guide them through the customer lifecycle, and leverage data-driven insights to accelerate adoption.
Key Skills for This Role
Responsibilities
- Partner with clients to define and document strategic business outcomes via Customer Success Plans (CSPs)
- Lead regular executive level business reviews (QSRs) presenting telemetry data, demonstrating ROI, and aligning on strategic initiatives
- Facilitate seamless transitions from Pre Sales to Post Sales, ensuring clients have access to Cisco Smart Accounts and EA Workspaces
- Monitor real time license consumption, deployment status, and overall account health using CS platform
- Proactively intervene when adoption stalls or technical friction arises, engaging Bell Solutions Architects and support teams
- Proactively guide customers through the 'Use' and 'Adopt' stages to unlock Cisco Partner Incentive (CPI/LCI) rebates
- Analyze telemetry data and QSR discussions to uncover expansion opportunities (e.g., underutilized features, hardware refreshes, security posture gaps)
- Qualify leads and execute formal handoffs to Bell Account Executives to drive cross sell/upsell pipeline
- Collaborate with Renewals Manager to initiate T minus 9 12 month renewal assessments, ensuring high Net Dollar Retention (NDR)
- Identify highly satisfied customers and cultivate them into advocates for case studies, testimonials, and reference calls
Requirements
- 3 5+ years of experience in Cisco Customer Success, Technical Account Management, or Pre Sales Engineering, ideally within the IT/Telecommunications sector
- Strong understanding of the Cisco ecosystem, including Enterprise Agreements (EAs), Smart Accounts, and core architectures (e.g., DNA Center, Secure Network Analytics, Duo, Umbrella)
- Active Cisco Certified Customer Success Manager (DTCSM) credential is highly preferred (or willingness to obtain within first 90 days)
- Proven ability to analyze telemetry/usage data and translate it into compelling business value narratives for C level executives
- Experience working within formal Customer Success methodologies (LAER) and utilizing CS platforms
- Exceptional presentation and negotiation skills
- Ability to thrive in a dynamic and autonomous work environment
Full Job Posting
Company Overview
- At Bell, we’re building a more connected future through world class networks, AI powered solutions, and digital experiences that elevate how people live, work, and play every day.
- On the Bell Business Markets team, you’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.
Summary
- Bell Canada is seeking a highly motivated and experienced Customer Success Manager (CSM) to join our Customer Experience Team.
- In this role, you will be a key driver of value realization for our customers investing in Cisco software.
- You will manage a portfolio of accounts, guiding them through the entire customer lifecycle (Land, Adopt, Expand, Renew).
Key Responsibilities
- Account Management & Value Realization: Partner with clients to define and document strategic business outcomes via Customer Success Plans (CSPs).
- Quarterly Success Reviews (QSRs): Lead regular executive level business reviews. Present telemetry data, demonstrate ROI, and align on upcoming strategic initiatives.
- Onboarding Excellence: Facilitate seamless transitions from Pre Sales to Post Sales, ensuring clients have access to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces.
- Health Monitoring: Utilize our CS platform to monitor real time license consumption, deployment status, and overall account health (Green/Yellow/Red).
- Proactive Intervention: Act on automated Calls to Action (CTAs). If adoption stalls or technical friction arises, quickly engage Bell Solutions Architects and support teams to remove roadblocks.
- Drive Incentive Milestones: Proactively guide customers through the 'Use' and 'Adopt' stages required to unlock Cisco Partner Incentive (CPI/LCI) rebates.
- Identify White Space: Analyze telemetry data and QSR discussions to uncover expansion opportunities (e.g., underutilized features, hardware refreshes, or security posture gaps).
- Seamless Sales Handoffs: Qualify leads and execute formal handoffs to Bell Account Executives to drive cross sell/upsell pipeline.
- Renewal Support: Collaborate with the Renewals Manager to initiate T minus 9 12 month renewal assessments, ensuring high Net Dollar Retention (NDR) and preventing 'shelfware' downgrades.
- Customer Advocacy: Identify highly satisfied customers and cultivate them into advocates willing to participate in case studies, testimonials, and reference calls.
Critical Qualifications
- Experience: 3 5+ years of experience in Cisco Customer Success, Technical Account Management, or Pre Sales Engineering, ideally within the IT/Telecommunications sector.
- Cisco Knowledge: Strong understanding of the Cisco ecosystem, including Enterprise Agreements (EAs), Smart Accounts, and core architectures (e.g., DNA Center, Secure Network Analytics, Duo, Umbrella).
- Certification: Active Cisco Certified Customer Success Manager (DTCSM) credential is highly preferred (or willingness to obtain within the first 90 days of employment).
- Data Driven: Proven ability to analyze telemetry/usage data and translate it into compelling business value narratives for C level executives.
- Process Oriented: Experience working within formal Customer Success methodologies (LAER) and utilizing CS platforms.
- Communication: Exceptional presentation and negotiation skills. Bilingual (English/French) is an asset.
- Ability to strive in a dynamic and autonomous work environment, meeting the day to day challenges as they come up based on customer requirements.
Preferred Qualifications
- Assertive and professional, able to work independently and takes initiative.
- Attention to detail, ability to track requests, manage customer expectations, and work with internal stakeholders to guarantee best in class customer experience.
- Work with sales, partners and vendor teams to develop a holistic, deep view of customer requirements.
- Excellent social/customer service skills, exceptional written and oral communication capabilities.
- Strong organizational and time management skills to meet deadlines & handle changing priorities.
- Strong knowledge of Microsoft Office suite tools with an emphasis on excel, Salesforce knowledge an asset.
- Adequate knowledge of French is required for positions in Quebec.
Additional Information
- Position Type: Management
- Job Status: Regular Full Time
- Job Location: Canada : Ontario : Toronto
- Work Arrangement: Hybrid
- Application Deadline: 07/21/2026
- 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.
- As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs.
- Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.
- Artificial intelligence may be used to assess parts of your application.
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