Manager, Customer Solutions – Whitehorse, YT

GENERAL ACCOUNTABILITY

The Manager, Customer Solutions has an overall accountability for the management and delivery of customer solutions including account management, technical solutions, and service delivery solutions specific to the customer’s needs. This will often require the incumbent to lead proposal or project teams made-up of employees and subcontractors to identify and deliver customized operational/ technical/ service solutions to acquire new accounts, sustain, or resolve issues required to support the business of the customer.

The Manager, Customer Solutions also supports one or more of the Wholesale, SMB, and Enterprise markets.

SPECIFIC ACCOUNTABILITIES

Lead large and complex projects for enterprise customers. As required, functions as the main point of contact for our clients on contract administration, reporting, and incident management; drives contract administration and contract updates, escalation, reporting, and quarterly and annual reviews.
Lead project teams responsible for preparing technical solution proposals in response to customer’s Request for Proposal (RFP), Request for Information (RFI), and Request for Tender (RFT). Prime the development of a proposal library and proposal development processes and procedures
Lead capital approval initiatives as required – work with Account Executives, Customer Solutions Experts, Implementation Managers, and Finance representatives to obtain capital for sales-driven projects
Prepare and present monthly service reports to internal and external customers (jointly with appropriate Sales Representative) as required.
Challenge the status quo looking for innovative customer solutions by identifying problems quickly and helping manage the impact on the customer.
Manage and communicate customer expectations to internal teams, partners and suppliers.
Perform process improvements to our organizations order and provisioning process for SMB and Enterprise customers.
Provide mentorship and coaching to team members within the Business Markets group.

KNOWLEDGE AND SKILLS REQUIRED

Post-secondary education in business, engineering or related, or equivalent work experience.
Minimum three years’ experience in a customer facing or marketing role focused on Enterprise/Business customers is preferred.
MBA desirable
Project management experience or education is desirable
Facilitation experience or education is desirable
Knowledge of IP, IT/Application support, broad telecommunications experience and contract/project management skills are preferred.
Volunteer experience desirable (experience on a volunteer Board of Directors in particular).

As a safety conscious COR™ Certified organization, we have an established and comprehensive safety program. We expect all employees to participate in our organizational health and safety programs, adhering to all safe work procedures focused on continuous improvement.

Northwestel values diversity in the workplace and is committed to the goals of Employment Equity. We strive to achieve a skilled workforce that is representative of the population we serve, and as a Northern company, we are committed to the employment and career development of our Indigenous peoples. Candidates must clearly indicate on their application if they are an Indigenous person, a woman, a person with a disability, or a visible minority if they wish to receive hiring preference.

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