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ISA Cybersecurity · 1 day ago

Client Experience Specialist

United States

Full-time

Remote

Entry Level

$60K/yr - $70K/yr

2+ years exp

ISA Cybersecurity is a proudly Canadian cyber and AI services and solutions provider. They are seeking a Client Experience Specialist to manage accounts, optimize processes, and support the sales team in delivering exceptional client service.

AdviceCloud SecurityComplianceConsultingData GovernanceInformation TechnologyPenetration TestingPrivacyProfessional ServicesSecurity

Diversity & Inclusion

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

Qualification

Microsoft Dynamics CRMSharePointMicrosoft ExcelSales operations supportCustomer service skillsFinancial knowledgeCybersecurity passionCommunication skillsRelationship building

Required

2-3 years in supporting sales operations within a services organization

Strong aptitude for systems and processes

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

Preferred

Direct experience in cybersecurity or software resale preferred

Familiarity with Business Central, Microsoft Dynamics CRM, SharePoint, Concur and PowerBI would be an asset

Benefits

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

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

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