City : Calgary

Category : Full-time

Industry : Telecommunications

Employer : Shaw

A little about us

What we do at Shaw matters - in a world where being connected has never been more critical, we bring the best wireline and wireless technology and solutions together to create exceptional customer experiences. Every day we help millions of Canadians live their best-connected lives through the strength, capacity and combined power of our Fast LTE and Fibre+ networks. At Shaw we say we’re brighter together, and we believe it’s the diverse mix of brilliant people here that really makes us shine. When you join our team, you’ll see we are so much more than just a company. Shaw connects you with limitless opportunity, an incredible culture, career development and a great benefits package. We are a friendly, collaborative group, and we have a lot of fun finding new ways to delight our customers. Come dream bigger and brighter with Shaw.

The role

The Customer Success Manager (CSM) is responsible for the overall experience of Shaw Business' strategic, high value customers. The CSM fosters partnerships with their customers, understands their business goals and collaborates in cross-functional teams to deliver solutions that allow our customers to achieve their goals. Their objective is to provide an industry leading customer experience to support retention and growth within the account. Serving as the single point of contact, post implementation, the CSM works with internal partners to ensure our customers’ requests are fulfilled in accordance with their expectations. These requests include billing, invoicing, payment, move, change, upgrade, downgrade and disconnect requests. The CSM also collaborates with the Network Operations Centre to ensure customers are kept informed of Incidents impacting their services, serving as an escalation point as required. This could include critical issues outside of normal business hours.

A typical day

As the Customer Success Manager, you will handle customer critical issues post implementation of services. You will also conduct monthly/quarterly business reviews with clients, providing reporting on network performance, changes, billing, and overall health of the account. You will work closely with Service Delivery to ensure a seamless transition from project implementation to ‘day 2’ support and billing, including review of all post implementation documentation, confirmation of all key contacts required to optimally manage the account, and notification of first invoice amount. In coordination with Enterprise Sales Teams, you will work on up-sell and cross-sell opportunities to achieve customer growth objectives by understanding the customers’ IT roadmap and the ‘why’ behind it. The CSM will identify areas of improvement (process or product related) and drive corrective action to ensure an outstanding service and support experience. You will partner with internal Shaw Teams to gain deeper insight into downgrade, disconnect and revenue replacement activity of your assigned set of customers. You will also contribute to customer-issued RFP/RFI/RFQ’s and advocate for deep adoption of existing products and services to improve the value our customers receive. You will also ensure customer information related to account hierarchy, contacts, services, and operational documentation is current in our CRM.

Your skills/experience

• Minimum 5 years’ B2B experience as an Account Manager, Customer Success Manager, or equivalent role
• Certification in CCNA, CompTIA or equivalent
• Excellent interpersonal, communication and presentation skills and able to interact with all levels in an organization
• Solid understanding of sophisticated networking and voice solutions including SD-WAN, Managed WiFi, SIP, VPLS, MPLS, Network Gateway and SmartSuite
• Proficient in MS Office Suite, Salesforce CRM and ServiceNow
• Self-motivated, resilient and thrives in a multi-tasking environment and can prioritize on-the-fly while handling a diverse and full workload
• Analytical mindset with the ability to solve sophisticated problems and navigate complex situations

Other details

• This position requires the successful completion of a criminal and credit background check

• As a condition of employment, all new employees will be required to provide proof of full vaccination with a federally approved COVID-19 vaccine (or proof of a valid exemption)

At Shaw, we believe diversity and inclusion are integral to the continued growth and success of our entire company. We believe diversity and inclusion enhances our Company’s culture and creates a sense of belonging where people feel comfortable bringing their true selves to work. This in turn promotes innovation through harnessing the variety of experiences, thoughts, and perspectives our employees have to offer. We encourage applications from all qualified individuals, regardless of race, gender, age, or any other identifying characteristic.

Shaw Communications, through its third-party vendor, collects and stores information applicable to the candidate profile you create when you submit the information asked for below. The use and disclosure of the collected information is for the sole purpose of job search and placement activities for Shaw Communications. The information is subject to Personal Information Protection and Electronic Documents Act. The information will be retained and when disposed of, it is done so in a secure manner. Your profile will become inactive and moved to the archive if you do not access your profile for a period of 1 year.