customer service representative - financial services

Req Id: 431171Connection is everything. It drives us to innovate, explore, and stay close to what matters to us most. 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.We believe in empowering people. That's why we equip our teams with cutting-edge technology, AI tools, and a collaborative environment that supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you're inspired by innovation that advances how people connect and transforms what's possible, you belong on #TeamBell.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. SummaryBell 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. As a CSM, you will manage a portfolio of accounts, guiding them through the entire customer lifecycle (Land, Adopt, Expand, Renew). You will leverage data-driven insights to accelerate product adoption, mitigate risk, and uncover expansion opportunities. This is a critical role in the CX team. Key Responsibilities1. Account Management & Value Realization? Customer Success Plans (CSPs): Partner with clients to define and document strategic business outcomes.Translate these outcomes into actionable adoption milestones mapped to specific Cisco features.? 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 haveaccess to their Cisco Smart Accounts and Enterprise Agreement (EA) Workspaces.2. Telemetry, Adoption & Risk Mitigation? Health Monitoring: Utilize our CS platform to monitor real-time license consumption, deployment status, andoverall 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 tounlock Cisco Partner Incentive (CPI/LCI) rebates.3. Lifecycle Growth & Renewals? 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 drivecross-sell/upsell pipeline.? Renewal Support: Collaborate with the Renewals Manager to initiate T-minus 9-12 month renewalassessments, ensuring high Net Dollar Retention (NDR) and preventing "shelfware" downgrades.4. 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 PreSales 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 Ma