Customer Service Specialist

10 - Sales · Toronto, Ontario
Department 10 - Sales
Employment Type Full-Time
Minimum Experience Entry-level

About Us


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 nearly 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 also offers a world-class 24/7 by 365 SOC 2 Type II certified CIOC (cybersecurity intelligence operations centre), 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.


Why Join Us?


At ISA, every employee makes a P.A.C.T. to embody our corporate core values, everyday. Our core values (Passion for Excellence, Accountability, Commitment, Trust) shape the community and culture we have built and are an active part of everything that we do. We also believe that what will make you great is your individual contributions to your team; think of your team as a start-up that learn from each other. If you’re looking for autonomy and no old-fashioned hierarchy, ISA and you could be a match made in heaven.


About the Role


As a Client Experience Specialist you will provide a high-level support and be a key influencer to all stakeholders in the sales cycle, externally and internally. Not only will you ensure an optimal experience for our customers, but you will also be a key part of optimizing business growth.
To excel in this role, you are meticulous when it comes to maintaining client information and records and are always searching for ways to provide extra value to our customers. You are passionate about building strong relationships with team members to improve on practices and provide a seamless experience to our clients.


Responsibilities


  • Develop relationship with Manufacturers and Relevant Distributions Contacts
  • Own Customer Experience from the time an ISA service is sold to the service is project closed.
  • Maintain quality relationships with your assigned Account Manager team and their customers to support new business growth.
  • Articulate the value proposition and help the customer understand how it will improve their business’s information security.
  • Prepare quotations, proposals and Statement of Works (SOW) as required
  • Operate as the lead point of contact for any and all matters specific to your Accounts and Infinity Partners
  • Partner with Account Manager to strategize and maximize profit on named account opportunities
  • Ensure the timely and successful delivery of our quotes, proposals, SOWs and solutions according to customer needs and objectives
  • Develop new business with SMB assigned clients or prospects to meet annual sales targets
  • Assist with challenging client requests or issue escalations as needed
  • Assist Account Managers with visibility, triage and communication on LOE/SOW process and tickets
  • Pre-process product (solution) orders to ensure all details on Customer PO, ISA SO, PO and invoice is accurate
  • Partner and collaborate with Marketing Director and Director of Strategic Alliances


Qualifications


  • Minimum of 1-3 years of experience in internal and external customer support role
  • Intermediate to Advanced Level in Microsoft: Word, Excel, Powerpoint and Sharepoint
  • At least 3 years of experience in IT sales support-related role
  • 1-3 years experience with a Sales Forecasting tool. ie SalesForce, CRM Dynamics
  • Experience with client onboarding and sales delivery
  • Must be a strong team player with the ability to collaborate and build key relationships


Thank You

Your application was submitted successfully.

  • Location
    Toronto, Ontario
  • Department
    10 - Sales
  • Employment Type
    Full-Time
  • Minimum Experience
    Entry-level