Account Development Manager (Toronto, ON, CA)

We are committed to connecting Canadians through unique partnerships, our world-class network and content Canadians love—and our innovative team is growing. We are looking for dedicated team members to join our Corporate team who have a genuine passion for making positive impacts on customers and the communities where we live and work. We have a variety of business units with exciting and meaningful work waiting for you, including Communications, HR, Legal and Corporate Affairs, Supply Chain, Finance, and Real Estate. If you are considering your next step, we have exciting opportunities waiting for you. Come build a rewarding career at Rogers and be a driving force behind our success story!

The Wholesale Account Development Manager role will report to the Sr Manager, Operations - Rogers Wholesale Solutions. The Wholesale Sales Consultant is an exciting position that is an integral part of the account team supporting our Rogers Wholesales customers. As part of this elite team, you will work together to ensure a best-in-class customer experience.

What you will be doing:

You will bring a Customer First mindset, putting the customer at the centre of everything you do. You will work hand in hand with the Account Manager, Solution Architect, and Delivery teams to provide a positive and proactive approach to customer requests. This includes coordinating & collaborating with internal teams, assisting in pre and post-sales activity, account management, developing new sale and retention strategies, & ensuring an overall industry leading customer treatment. 

Responsibilities:

• Key part of the account team, working closely with Account Manager/Solution Architect to plan and implement new, upsell, move and disconnect customer requests
• Primary point of contact for Customers to ensure timely & effective resolutions
• Support & resolve all billing & Customer service inquiries via phone, email and or ticket
• Interaction with internal support teams to ensure all clients are served with the highest possible standard
• Support day to day requests & action items such as: toll free, credit adjustment, cancellations, etc.
• Provide accurate, detailed information regarding products, billing procedures, and payment options
• Monitor all team related email tracking and respond with urgency within set service level guidelines
• Proactively resolve all Customer service inquiries with the utmost quality and service
• Responsible to maintain account inventories
• Demonstrate strong interpersonal & emotional intelligence skills
• Listen for sales queues and refer leads to appropriate Sales account prime
• Collaborate & coordinate with internal stakeholders such as: Customer Implementation Specialists, Account Executives, Service Managers, Technical Support, Product Team, Deal Desk, etc… to ensure the highest level of client satisfaction & timely ticket resolution
• Support Rogers Wireline in achieving its business objectives
• Ensure all details are captured & recorded in ticketing system (Salesforce, Salesforce Lightning, As400, Insis, iTolls, Admin3, etc.)
• Proactively maintain Customer communication with continuous updates
• Identify, record & escalate trends in Customer impacting issues
• Manage/work on special projects as assigned

Qualifications:

• 1-3 years of Technical Support, Help Desk, Customer Service experience and/or equivalent
• Minimum Secondary School diploma
• Computer skills – Excellent knowledge of MS Word, Excel and Outlook
• Strong technical skills and understanding of wireline products and services
• Extremely professional with excellent interpersonal, relationship, and communications skills
• Strong problem solving and decision-making skills
• Experience with project management
• Excellent team player with the ability to grow relationships with both internal and external Customers
• Actively participate in meetings, conduct and lead discussions and Customer facing presentations
• Advanced verbal, written & presentation skills
• Knowledge of Wireline & Data Centre products & services are an asset
• Demonstrate competency in strategic account planning, problem solving, decision making, and business development
• Possess excellent people skills, business acumen and exemplary work ethic
• Exhibit outstanding organizational, teamwork and collaboration skills.
• Bilingual preferred (French & English)
• Display a positive attitude, integrity, great character, a sense of humour, and can bring positive energy and outlook to a corporate culture

Core Competencies:

• Customer Service
• Positive attitude and positive energy
• Emotional Intelligence
• Achievement Oriented
• Accountability
• Planning and monitoring
• Time management
• Adaptability in a very dynamic environment

​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role. ​

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 857 York Mills Road (857), North York, ON
Travel Requirements: Up to 25%
Background Check(s) Required:  
Posting Category/Function: Sales & Account Support
Requisition ID: 334027
 

To support career growth, collaboration, and high-performing teams, all Corporate Employees are expected to work onsite. We believe that in-person connection strengthens our culture and drives industry-leading performance.

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. 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 by removing any barriers for equal participation. We work with our candidates who are experiencing a disability 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 matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes:  Corporate