Bibi Sofowote - Head of Customer Experience, Bell

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Network Power<100 people

Roles

💸71%

Marketing

✨57%

Business Owner

👍42%

Sales & BizDev

Geos

🇨🇦42%

Canada

🇦🇪14%

United Arab Emirates

Work Background

BellPartnership & Alliance Management (Google & Mandiant)

Feb. 2024

BellHead of Customer Success, Enablement & GTM (Cisco)

Aug. 2023 - Mar. 2024

BellHead of Customer Experience (Cisco)

Aug. 2022 - Aug. 2023I lead Bell's Customer Experience team of remarkable Customer Success Managers, Customer Success Engineers, Asset Coordinators and Renewal Managers, all focused on giving our Cisco customers powerful reasons to choose Bell. The team's value proposition/unmatched execution record is consistently identified as a compelling reason to go with Bell, and is therefore one of our biggest competitive advantages. I have full responsibility for overall CX practice development and execution, including developing the business plan and financial goals, hiring, and managing leadership stakeholders in Marketing, Sales, Delivery and Support. I lead and motivate according to defined strategies and ensure that team goals are met and exceeded, and work closely with our vendor and distribution partners to align on joint objectives. I develop and coordinate strategies to identify and manage end-user barriers based on a deep understanding of the customer's business goals, environment, pain points, and operational maturity. Through frequent reviews, we are able to guide customers through the solution lifecycle, ensuring value realization at each phase. I represent Bell CX at the highest levels to our customers, and act as the primary advocate for Customer Experience within Bell. I also get involved in creating collaboration best practices and highlighting customer success stories. Notable achievements include: * #1 across various categories of Cisco Canada's software business, YoY * 1st Service Provider in Canada to achieve the Cisco Advanced Customer Experience Specialization (2021); and * Cisco Customer Experience Partner of the Year, two years in a row (2021 & 2022) As a people-leader, I am an unwavering advocate for an inclusive, collaborative and positive work culture. I recognize that people are central to the achievement of team and organizational objectives. I therefore intentionally allocate a percentage of my time to mentorship, sponsorship, development and advocacy.

BellSenior Manager, Customer Success

Apr. 2021 - Aug. 2022I oversee and have full responsibility for the overall Customer Success practice development initiative. This includes developing the business plan and financial goals, getting the commitment of functional leadership teams, such as Marketing, Sales, Delivery, and Support, and hiring the necessary resources, such as Customer Success Managers. As Customer Success Team Lead, I lead and motivate the CSM team according to defined strategies and ensure that defined team goals are met. That includes developing and training a team of employees in the Customer Success Management team to their optimal levels of performance. I develop and execute strategies to identify and manage anticipated end-user resistance or barriers. I do this by acquiring a deep understanding of the client's business goals, environment, pain points, and operational maturity. I build and nurture strong relationships with client executives to develop a holistic and in-depth view of immediate and current needs. I perform periodic reviews of clients' business together with the different Bell Sales and Delivery teams. I represent the Bell CX (Customer Success) organization at the highest levels within my team’s customers and act as the primary spokesperson and ambassador for customer success within the Bell organization. I get involved in creating new best practices for adopting different technologies and share customer success stories.

The Podpire Network Inc.Co-Founder

Nov. 2021

Starting Now OrganizationFounder/President

Sep. 2012 - Mar. 2024Since its formation in September 2012, Starting Now has devoted its energy to passionately bringing help and hope to people and causes who would otherwise have to go without them. Find out how you can contribute to the future of someone in need by helping our work and giving of your time. Our network spans various geographical locations across the world and we are working tirelessly to do our part to bring positive change to various humanitarian concerns.

CentriLogicCustomer Success Manager - Major Accounts

Oct. 2020 - Apr. 2021

Ingram MicroCustomer Success Lead - Cisco

Apr. 2019 - Oct. 2020Mississauga, Ontario, CanadaI led Cisco Customer Success at Ingram Micro Canada, driving the internal Cisco CX motions and initiatives while building and developing Customer Success teams and practices within the partners I managed. In this role, I helped our partners across Canada evolve with Cisco into a way of doing business that focuses on customer success and ultimately recurring revenues. I did this by: o Spearheading Cisco Lifecycle Practice Building (Customer Success Management training and certification) o Orchestrating and executing Ingram Micro add-ons layered on the vendor's Customer Success program to onboard, enable and incentivize partners as a further value-add at the distribution level o Driving Cisco Services Renewals at scale o Identifying and building partners eligible for Lifecycle Advisor (Customer Experience Specialization) o Delivering activation workshops o Highlighting the value of Lifecycle Advantage to partners to drive customer engagement on services which lead to higher renewal rates o Serving as default point of contact to Lifecycle partners on programs and platforms o Managing the Enterprise Agreement Program; and o Partner tracking and analytics

CiscoLifecycle Virtual Partner Account Manager

Aug. 2017 - Aug. 2018Partner Engagement & Relationship Management o Building and managing strong relationships with Cisco’s channel partners, depending primarily on effective communication to highlight value and ensure that partners know they have the OEM’s support. o Ensuring that partner issues are handled with a high standard of service and consideration, therefore ensuring partner satisfaction. o Serving as the primary gateway for partners to internal Cisco technical and business support. Partner Enablement & Lifecycle Management o Facilitating partner education on Cisco’s wide range of tools, programs and promotions to ensure that the partners had the ability to effectively apply these in relevant scenarios. o Promoting Cisco’s model of recurring revenue with partners to encourage growth and sustainability. o Helping to highlight Cisco product and service sales opportunities to partners using business profiling and analysis tools, and following up to ensure that partners engage relevant customers on these opportunities. Partner Business Reporting o Obtaining and reporting details of partners’ active sales pipelines and prospective opportunities to ensure that business forecasting is executed with partner intelligence.