Client Experience Manager

**About the Role**: As a Client Experience Manager, you will be responsible for streamlining workflows, enhancing productivity, and ensuring seamless execution of our sales workflows. This position will be hands-on providing support in order processing and quoting and working alongside our Client Executives on complex deals. You will work closely with cross-functional teams including our Business Analyst Team, Client Service Analyst and Finance to identify areas for improvement and implement effective solutions. **Work from Home**: At ISA Cybersecurity, our work from Home Policy sets out the expectations and guidelines for employees of ISA regarding their place of work. ISA Cybersecurity operates as a remote-first workplace, this means that generally the in-office/in-person expectation is less than 20% of time (i.e.1 day/week). In office expectations is generally limited to in-person team meetings and events. **About Us**: We are proud to be recognized as a top employer for multiple years in a row, we currently hold the distinctions of Canada’s Top Small and Medium Employers 2024, Greater Toronto’s Top Employers 2025 and are Certified Great Place to Work 2024-2025. At ISA Cybersecurity, our mission is to help clients achieve their privacy and security goals, and to be proactive in the fight against security threats. ISA is Canada’s leading cybersecurity-focused company, with three decades of experience delivering cybersecurity services and people you can trust. We provide our clients with comprehensive counsel on complex, evolving, and multi-faceted issues related to cybersecurity and breach incident response. ISA Cybersecurity also offers a world-class 24/7 by 365 SOC 2 Type II certified CIOC (cybersecurity intelligence operations center), giving our clients deeper insights and earlier warnings about coordinated cyber-attacks. ISA strategically partners with many of the most respected security technology firms in the world. Through these relationships, our clients can gain access to a broad portfolio of industry-leading cyber solutions best suited to protect their corporate assets and customer data. In today’s volatile world of digital threats, we help Canadian companies to better understand their current security posture and how to mitigate risks. **Responsibilities**: - Optimize process efficiencies and utilize Microsoft Dynamics CRM and SharePoint to enhance sales operations. - Excellent customer service skills and the ability to create positive customer experiences - Work directly with Client Executives on deal registration, order entry and quoting - Build and maintain strong relationships with internal and external stakeholders - Confident communication skills, able to convey information effectively. - Continuously seek opportunities to improve workflow and drive operational excellence - Engage with Client Executives in ongoing projects and campaigns. - Maintain detailed accurate CRM and client records - Build relationships with ISA’s technology partners and their respective sales personnel to build a pipeline of qualified opportunities for potential collaboration. **Qualifications**: - 7-10 years in supporting sales operations within a services organization, direct experience in cybersecurity or software resale preferred - Strong aptitude for systems and processes - Advanced knowledge of Dynamics CRM (Business Central) and SharePoint - Excellent customer service skills with the ability to interact directly with clients and support renewals - Ability to effectively manage-up to manage expectations and focus on priorities - Experience creating and presenting financial forecasts - Passionate about cybersecurity and the ISA mission to keep clients safe from cyber threats **Why Join Us?** At ISA Cybersecurity we lead with our "Why". Our Why is to make people feel safe. This not only applies to the result of services that we provide to our clients, but how people feel when interacting with us. Whether you're an employee of ISA or a client we want you to feel safe and supported. Each one of our team members is expected to uphold this leadership quality and embrace it through consistent demonstration of our core values of Explore, Persevere, Adapt and Uplift. We are proud to offer a variety of employee friendly programs that enable our team to perform at their best. **Highlights of our programs and policies include**: - Flexible sick and personal days for all employees - Generous health plan with enhanced mental health resources and programs - Professional development opportunities and education reimbursement up to $2,000 annually for all employees - Maternity and parental leave top-up - Employee referral bonus of $2,000 - Competitive salaries complemented with RRSP matching and bonus programs - Distance remote working policy - LinkedIn Learning access for all team members **We also place great value on celebrating the contributions of all employees through the following service recognition pr