Client Experience Specialist

About the Role:

We are seeking a highly skilled Client Experience Specialist to join our team. The ideal candidate will have a proven track record in managing accounts, optimizing process efficiencies and leveraging systems and portals to drive sales success. This role requires expertise in Microsoft Dynamics CRM and SharePoint along with good working knowledge of Microsoft Excel.

As a Client Experience Specialist, you will be responsible for supporting workflows, enhancing productivity, and ensuring seamless execution of tasks supporting our sales team. This position will be hands-on providing support for new deals, renewals, order processing and quoting; and working with both internal and external stakeholders. You will work closely with cross-functional teams including our Business Analyst Team, Services Delivery, Finance and Business Operations to identify areas for improvement and implement effective solutions.

About Us: 

ISA Cybersecurity is a proudly Canadian cyber and AI services and solutions provider. Trusted by over 500 clients from SMB to global enterprise, we empower organizations to safeguard their most critical assets and adopt AI securely. Through our highly customizable Cyber 360 and AI 360 offerings, we deliver a comprehensive range of governance, assurance, engineering protection, detection, and response services for the public and private sectors. Backed by over three decades of operational experience and a vast network of highly specialized and certified experts, we leverage cutting-edge technologies and AI to ensure that clients achieve their privacy, security, and business goals.  

We operate in a remote-first environment. Office presence is typically less than 20% of the time, varying by role and work requirements. Our office space, located at Bloor and Islington, is a collaborative space designed for in-person meetings and drop-ins. We enjoy hosting in-person quarterly townhalls and social events throughout the year to encourage teambuilding and collaboration.

Responsibilities:

• Manage and maintain small-scale accounts
• Support the Client Experience Manager to work closely with Sales reps with day-to-day customer service needs
• Efficient turnaround times for Statements of Work, Product and Service Orders and change requests
• Regular cadence with Clients to stay on top of Products and Services Renewals, as well as facilitation of any new requirements shared by the Client
• End-to-end cycle management of Renewals for all assigned Accounts
• Optimize process efficiencies and utilize Microsoft Dynamics CRM and SharePoint to enhance sales operations
• Develop strong relationships with manufacturers and relevant distribution contacts to maintain efficient turnaround times
• Pre-process product (solution) orders to ensure all details on Customer purchase order, service order and invoicing are accurate
• Ensure the timely and successful delivery of our quotes, proposals, SOWs and solutions according to customer needs and objectives
• Excellent customer service skills and the ability to create positive customer experiences
• Work directly with Client Executives on deal registration, order entry and quoting
• Assist with challenging client requests or issue escalations as needed
• Build and maintain strong relationships with internal and external stakeholders
• Confident communication skills, able to convey information effectively
• Engage with Client Executives in ongoing projects and campaigns
• Build relationships with ISA's technology partners and their respective sales personnel to build a pipeline of qualified opportunities for potential collaboration

Qualifications:

• 2-3 years in supporting sales operations within a services organization, direct experience in cybersecurity or software resale preferred OR experience working in a customer service/sales environment
• Strong aptitude for systems and processes (familiarity with Business Central, Microsoft Dynamics CRM, SharePoint, Concur and PowerBI would be an asset)
• Sound Financial knowledge to work on deals and reporting  
• Excellent customer service skills with the ability to interact directly with clients and support renewals
• Ability to manage expectations and confidently communicate with senior level stakeholders
• Passionate about cybersecurity and the ISA's 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 programs: 

• Service anniversary recognition and generous five-year milestone service awards
• President's Club recognizing special achievement awards: Team Member of the Year for Sales, CIOC and Cyber Services, the Rich Uhrich Founder's Award that is nominated on by all employees and four President's Awards (Risk Taker, Lost Without You, Money Maker and On the Rise)
• Spot rewards providing opportunities for instant peer recognition

Information-sharing and team-building initiatives include: 

• Annual kick-off meeting to communicate our strategic priorities
• Quarterly town hall meetings
• Regular team get togethers and client events
• Scheduled employee feedback surveys and goal setting focus groups

Thank you for your interest in joining ISA Cybersecurity. Our team looks forward to reviewing your application. We will be reaching out to you directly if your experience matches our needs.

Vacancy Status: New job opening 
Salary Range: $60,000- $70,000 annually+ bonus
AI Disclosure: ISA Cybersecurity does not currently use artificial intelligence tools as part of our recruitment process. 

Accessibility:

ISA Cybersecurity is committed to providing accommodations for applicants with disabilities. If you require specific accommodation because of a disability or medical need, please inform ISAs Human Resources team (-) so arrangements can be made for appropriate accommodation to be in place during the recruitment process.