Bilingual Customer Success Specialist

3 weeks ago

Ottawa, Canada Field Effect Full time

People rarely can say that they work at a job they truly love—unless, of course, they work at Field Effect. We believe in investing in the personal and professional success of our employees. We want our teammates to feel great about the work that they do and about themselves when they are with us. That is our culture.

We have an all-star team with industry leading cyber security knowledge and analytical thinking that is engaged, motivated, genuinely curious, and has the willingness to be as diligent as possible. Field Effect is a rapidly growing company with an increasingly distributed global workforce that provides world-class managed cyber security solutions for businesses of all sizes. The company was founded by the brightest talents in cyber security, with a mission to remove the complexity of securing endpoints and networks by delivering monitoring and threat protection services that are easy to use and provide actionable insights.

**What You'll Do**

As a Customer Success Specialist at Field Effect, you will:

- Manage, engage, and build stakeholder relationships for the assigned client portfolios of existing clients to maximize the value they realize from Field Effect products.
- Maintain regular, consistent communications with clients to create a positive client experience at both technical and management levels.
- Understand client needs and offer solutions with cross-selling and up-selling opportunities.
- Track data and reporting items to adequately capture progress using account management tools such as HubSpot with up-to-date communications and correspondence.
- Prepare, schedule, and conduct client business or operational reviews to ensure their ongoing success.
- Educate clients on the use and benefits of Field Effect solutions
- Represent the voice of the client and their interests to internal teams including product management.
- Manage and prioritize multiple tasks simultaneously to meet deadlines and commitments.
- Demonstrate Field Effect’s core values, building and advancing the reputation of the company and its clients

**Skills & experience we look for**
- Post-secondary education in a related field or equivalent technical experience
- Bilingualism in French and English is required
- 4+ years of relevant experience in customer success, account management or another customer facing role
- Extensive experience leveraging CRM (Microsoft Dynamics) and other tools for customer management
- Excellent customer service and problem-solving skills
- Outstanding communication skills (both verbal and written)
- Must be collaborative and a team player with the ability to accept responsibility and work independently
- Friendly presence and helpful attitude; good interpersonal skills
- Ability to handle constantly changing flow of traffic and be able to multitask effectively during busy times and while exercising patience and professionalism
- Please note that occasional travel may be required for this role.

**Added Bonuses**
- An understanding of general networking and cyber security technologies is desirable but not essential
- Experience working in a high growth start-up or scale-up

**What You’ll Get By Joining Our Team**
- Your brilliance will get a runway
- You will be surrounded by industry leading cyber security experts
- You will help shape the future of cybersecurity
- A workplace of opportunity
- Competitive compensation & Extensive Benefits such as generous paid vacation
- We work from a hybrid environment but open to applicants residing in Canada that prefer remote work

Field Effect is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us.

Field Effect has earned their outstanding reputation through innovation, ingenuity and drive to change the cyber security industry. As a result, they have been recognized with the Deloitte 2021 Technology Fast 50 and Technology Fast 500 awards. Their award-winning team is known for its knowledge and industry leadership. In addition, they have been named one of the top employers in Ottawa, by Invest Ottawa, for three years in a row. This team is committed to helping businesses simplify and improve their cyber security by empowering their employees to collaborate, grow and thrive in their fields.

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