Client Partner Manager
Rogers Communications
Montreal, QC
21d ago

At Rogers we’re for supporting you on a journey to a rewarding career. Whether you’re a developer, an analyst, or a customer care consultant, Rogers is the place where ideas become reality.

We embrace change, and find ways to do better. And we deliver on that commitment by fostering an environment of passion and innovation for all people.

The Client Partner Manager is an intermediate role reporting to the Director, Professional Services. This role is accountable for developing the scope of a professional services engagement with end customers in support of our Sales and Contracts teams and works closely with delivery partners and internal teams to ensure projects are de-risked and profitable.

The client Partner Manager has the the primary responsibility for providing pre-sales professional services support for the Network Solutions and Unified Communications portfolios.

Upon engagement by Sales or Customer Solutions teams, the incumbent is accountable for the definition of professional services requirements to assess, design, stand-

up or expand Solutions for Enterprise Customers. The incumbent will drive client value propositions through cross selling of new service offers, using their consultative selling expertise.

They must interact directly with all levels of management on the customer accounts team including executive leadership, Solutions Specialists, Architects and Account Executives to ensure that known customer requirements are captured and all related Service Sales requirements to deliver the proposed solution components are described in a detailed Scope of Work.

The Client Partner Manager is accountable to the accuracy of scoping of service activities and managing project and financial risk for defined engagements.

The incumbent must work closely with delivery, infrastructure and platform partners to ensure all requirements are addressed.

They must ensure that capacity planning and project budget requirements are identified and communicated to key Product and Operations stakeholders.

The Client Partner Manager is responsible for ensuring engagements are scoped with high accuracy and customer expectations are identified and address from pre-

sales through to post-sales implementation. The incumbent is accountable to ensuring project delivery teams (Rogers and third-

parties) understand project scope, activities and milestones and are aligned through to project closeout.

The Client Partner Manager may be re-engaged with customers via the Project Manager to support milestone reviews, issues management, change requests, remediation and scoping of additional project phases.

The candidate will support Customer Acceptance and Partner Invoicing Acceptance activities, as required.

Responsibilities :

  • Participate in Sales demos, Customer qualification meetings, bid review and presentation of sales proposals.
  • Oversee scoping, planning, cost estimates and pricing of professional services architecture, consulting and delivery projects.
  • This includes statement of work and change request definition; and project risk and remediation forecasting.

  • Build out project schedule and capacity planning requirements for delivery teams.
  • Identifying and sharing target outcomes, goals and objectives of Customer project stakeholders to Sales and Delivery teams.
  • Document customer business requirements.
  • Build a positive and productive working relationship with the Sales team to ensure achievement of revenue and funnel objectives for new customer acquisition and customer retention.
  • Partner with Product, Procurement and Contracts teams to deliver proposals to Sales within agreed upon intervals.
  • Contribute to forecasting for Professional Services bookings on a weekly, monthly and quarterly basis. Provide management reporting on sales pipeline and project portfolio.
  • Track win and HIIT rates.

  • Review project financials and adjust proposal activities to ensure project margin targets are achieved and maximized, where possible.
  • Manage day-to-day relationships with customer stakeholders.
  • Manage PS pre and post sales team briefings to ensure delivery teams are appropriately briefed on customer objectives.
  • Build knowledge of industry, product and competitive intelligence. Transfer industry, technical and product knowledge to customers.
  • Define and drive consistent, repeatable use of the solution design methodologies and analyst tools and templates.
  • Develop customer facing deliverable templates aligned to desired customer experience outcomes.
  • Work with Product Management and Delivery Partner teams to ensure methodology and architecture frameworks are aligned to emerging solutions.
  • Conduct reviews of selected engagements and provide feedback to delivery teams.
  • Articulate and present the Rogers value proposition to existing and potential customers as it relates to the Professional Services offerings through the presentation of artifacts.
  • Provide thought leadership in area of expertise by contributing content to the marketing team, speaking engagements, community events, etc.
  • Qualifications :

  • Minimum of 5 to 7 years’ experience in selling and delivery of professional service engagements. Preference to candidates who have extensive experience in delivering network solutions such as WiFi, InBuilding, Data Centre and Cloud, Enterprise Voice and Virtual Contact Centre solutions, where they were involved as an individual contributor.
  • At least 5 years’ experience preparing proposals and bids for services sales in excess of $500,000 per contract.
  • Strong understanding of architecture, service management and project management best practices.
  • Highly skilled in visualization techniques to support presentations and facilitation sessions.
  • Strong knowledge of Microsoft Office, notably PowerPoint, Word, Project, Excel and Visio.
  • Extraordinary organizational savvy with exceptional partnering skills and good relationships across all functions and levels.
  • Proven change leader.
  • Deep knowledge of consulting methodologies and architecture frameworks.
  • Knowledge of IT consulting and IT managed services industries and related trends.
  • Excellent problem solving skills.
  • Entrepreneurial, highly motivated and adaptable.
  • Bachelor of Commerce, Communications or Engineering from an accredited university
  • TOGAF, CGEIT, and ITIL certifications preferred. If not held, incumbent must successfully complete TOGAF within first year in role.
  • Change Management, Project Management, CRISC, or CISSP certifications or training considered an asset.
  • Master’s degree considered an asset.
  • Bilingualism (English and French).
  • Industry recognized certifications in related technologies in Network, Data Centre, Voice Solutions an asset.
  • Travel will be required to support opportunities nationally. This role will be required to prepare deliverables in French and English.

    Bilingual Toronto and Ottawa-based applicants may apply for consideration.

    Shift : Day

    Length of Contract : Not Applicable (Regular Position)

    Work Location : 800, Gauchetiere O, Bureau 4000 (189), Montreal, QC

    Travel Requirements : Up to 75%

    Posting Category / Function : Technology & Information Technology

    WHY ROGERS?

    As a proud Canadian company, we're dedicated to making things easier for our customers. We’ve been embracing and leading change for over 50-

    years, and we’ll continue to seek out new opportunities to bring our customers simple solutions for today and tomorrow.

    We recognize that success is determined by the strength and diversity of our people. We work together because we want to win together, and these five shared values guide and define our work :

  • Simplify and innovate
  • Take ownership of the what and the how
  • Equip people to succeed
  • Execute with discipline and pride
  • Talk straight, build trust, and over deliver
  • Why Rogers? Because your tomorrow inspires our today.

    What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered.

    We recognize the business value in creating a workplace where each team member has the tools to reach their full potential.

    At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best.

    Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work.

    You can also reach out to our team at RogersRecruiting rci.rogers.com to begin a conversation about your individual accessibility needs throughout the hiring process.

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