Senior Manager, Customer Success and Transformation

Category Operations & IT Infrastructure Job Id 433252 **Req Id:** 433252 Connection 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. **Summary** ----------- Are you an expert at ensuring customers succeed with new technology? Do you excel at leading teams and guiding clients through complex digital change—from initial training to long-term value realization powered by data? Reporting to the Director of Professional Services, CCaaS, you will be a key leader focused on driving the successful adoption, training, and optimization of our contact center solutions for Bell’s largest Enterprise clients. We are seeking a high-caliber people leader who blends deep expertise in Customer Success, Change Management, Training, and Analytics to build and manage a high-performing team dedicated to transforming the enterprise customer experience. **Key Responsibilities** ------------------------ * Drive Customer Value and Growth: Proactively engage with enterprise clients to ensure they realize maximum value from their investment. Conduct regular business reviews to identify strategic upsell and expansion opportunities in partnership with the Sales and Customer Success (CSM) teams. * Lead Adoption & Change Management: Develop and oversee comprehensive change management, training, and onboarding programs for Enterprise clients to ensure a smooth transition, rapid user adoption, and lasting success with the new CCaaS platform. * Deliver Data-Driven Insights: Leverage analytics to monitor platform usage, measure business impact, and deliver data-driven insights and recommendations to clients, proving value and guiding their optimization strategy. * Architect for Scale: Document and refine best practices to create repeatable, scalable frameworks for customer onboarding, training, and value realization that can be deployed across our Enterprise customer base. * Collaborate and Influence: Act as a key integration lead, collaborating with clients, technology partners, and internal teams to ensure a seamless end-to-end customer journey. * Lead and Inspire a High-Performing Team: Build, mentor, and manage a team of Customer Success and Change Management specialists. Foster a culture of continuous learning, drive employee engagement, and manage resource allocation and performance standards. **Critical Qualifications** --------------------------- * Deep CCaaS Knowledge: A stron