Client Account Support Specialist

3 weeks ago

Toronto, Canada Psiphon Inc Full time

**Title**:Client Account Support Specialist
**Employment status**:Permanent
**Hours**:Full-time
**Reports to**:Director of Marketing & Communications
**Location**:Downtown Toronto
**Revision date**:February 2, 2023

**Company summary**:
With over 200 million downloads, and serving over 15 million people per day, Psiphon’s mission is to enable secure, fast, and resilient access to the Internet regardless of location. As the global leader in anticensorship technology, Psiphon’s technology is used by some of the largest commercial and media organizations in the world to keep their personnel, journalists and clients connected, even when traditional VPNs are completely blocked. Headquartered in Toronto, and staffed by an agile, research driven team of software, network and data management engineers, Psiphon works to keep people connected wherever, and whenever it’s needed around the globe.

**Role Summary**:
We’re looking for someone with a passion for client service, data analytics, and business development, and who wants to develop a deep understanding of Psiphon’s business from the ground up. We want someone who is willing to learn and to take on more responsibility as they develop, helping to support our existing clients and identify new opportunities as these develop.

We also want someone who can work with data to help our clients understand the value and impact that Psiphon is creating, and eventually help our business and technical teams identify and understand new and emerging opportunities.

**Key Duties**:
The Client Account Specialist is responsible for supporting Senior Account Managers

through:
1) Tracking and proactively providing service delivery and account management updates, including receivables, across the client portfolio;
2) Tracking revenue, service delivery and account management progress against
Account Management business objectives;
3) Providing communication, data, analytics and reporting support - utilizing
Psiphon’s internal data system and Google Analytics, as well as other sources - as required, under the direction of Account Managers;
4) Engaging in direct client liaison and communication as appropriate and directed by Account Managers;
5) Assisting in the identification and documenting of new opportunities as these arise during client engagement;
6) Supporting the implementation of Psiphon’s product and service portfolio as appropriate and directed by Account Managers;
**The Client Account Specialist is responsible for developing a deep understanding of**:
1) The Account Management Team’s client portfolio (Government, Media, Commercial) and their specific needs;
2) Psiphon’s products and service portfolio and their objectives, contexts, features, functions, scope and pricing;
3) Psiphon’s implementation and service delivery toolkits and methodologies;
4) Psiphon’s data and analytics toolkits and methodologies.

Ultimately, the role of the Client Account Specialist is to support the Account Managers as needed, while developing the deep knowledge and skills over time to move to more senior positions within Psiphon as appropriate, and as needed. This is a growth oriented position within a growth oriented company.

**Desired Attributes**:

- An understanding of, and commitment to, Psiphon’s mission and values
- Strong oral and written communication skills
- Multilingual (Chinese, Russian, Spanish preferred)
- Ability to work with and analyze data through standard data management and analysis tools
- A commitment to building strong client relationships
- The capacity and desire to learn
- The ability to juggle multiple priorities while working under pressure
- Strong teamwork and knowledge sharing skills
- A commitment to business development and organizational growth

**Useful Python Libraries**:

- Pandas
- NumPy
- Matplotlib

**Job Types**: Full-time, Permanent

**Salary**: $60,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Paid time off
- RRSP match
- Vision care
- Work from home

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Toronto, ON

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