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Cloud customer success specialist

Insight Enterprises, Inc.

This is a Full-time position in Montreal, QC posted October 11, 2019.

Are you a great communicator, able to connect easily with clients and partners?

Are you interested in intelligent technology and how it empowers businesses today?

Then the opportunity below might be for you.

BASIC FUNCTION OF JOB The Cloud Customer Success Specialist is responsible for all post-sales cloud client engagements and interactions.

Including, but not limited to project management of new client services onboarding, as well as, researching and driving the renewals process.

The Cloud Services Representative will maintain a solid understanding of Cloud providers’ solutions as well as operational processes (including, onboarding, renewals) and work collaborate with other Insight departments to deliver an outstanding post-sales client experience.

In addition, the Cloud Customer Success Specialist will play a key role in identifying areas that Insight can add more value to the client experience beyond the onboarding and renewals.

The Cloud Services Representative will be expected to work directly with clients to identify additional cross-selling Cloud solutions opportunities and partner with the Cloud sales team.

The Cloud Services Representative will be expected to communicate with a variety of end users such as IT, Procurement, Training Departments, and Managers as designated in support of the client and uncovering of areas of potential value add.

WORK PERFORMED To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

40% Client phone calls/communication/project management40% Solution – cross-selling to cloud clients20% Back office (reporting revenue/added seats/cloud usage.) Essential Functions of the Job: Ensure new clients are actively subscribed and using newly purchased cloud solutions within the first 30-60 daysDaily activities are driven to assure 100% of Insight’s cloud renewals are accounted for (quoted), acted upon, and recorded in the appropriate systemCall campaigns from Marketing into existing clients in order to more cross-selling opportunitiesConsistently work to expand the conversation with customer to identify opportunity to add more value to their relationship with Insight.Look beyond the support or renewals transaction to find ways to increase our “stickiness” factor with every customer.

Provides proactive communication via phone calls, email, web meetings, or other media as deemed necessary to support clientsMaintains Customer Relationship Management data on associated opportunities Supports communication between Insight and our partners as applicable, seeking process and efficiency improvements in the processProvides quoting and portfolio management reporting as deemed necessary to support the process.Works with the Cloud sales team and Sales Operations teammates providing support and informationMake outgoing client calls in support of the organization’s Cloud Services sales requirements.

Work on special projects for clients and Cloud Services sales force as needed.

Attend Company, vendor, and publisher trainings and webinars, as directed.Build relationships with other Insight departments and increase efficiencies where applicable.Prioritize and respond to incoming client calls and emails.Provide reporting on cloud metrics.

Positive interaction with Customer Service /Purchasing on RA/Replacements.Keep sales force informed of any problems and final resolution of issue.

Productivity Metrics: An individual’s performance will be measured against the following metrics.

This is not an all inclusive list and changes in the metrics can be made at the manager’s discretion.

Cloud RevenueCloud GPNew seat addsClient renewal rate MINIMUM REQUIREMENTS Education and/or Experience Bachelor’s degree (B.

A.) from four-year college or university; or two to six years related experience and/or training; or equivalent combination of education and experience.

Previous experience selling computer technology highly encouraged.

Strong knowledge of IT products and services needed.

KNOWLEDGE, SKILLS AND ABILITIES Ability to effectively present information and respond to questions from groups of managers, clients, other teammates needed.

Strong communication (verbal and written), organization, and time management skills required.

Solid problem solving and consultative skills a must.

Must be self driven, motivated and results-oriented.

Able to build relationships and quickly develop trust with clients, as well as internal personnel, needed.

Must be able to solve problems thoroughly and work well under pressure.

Must be able to adhere to tight service level agreements (SLAs) and be able to multi-task effectively.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by teammates to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the teammate is regularly required to use hands to finger, handle, or feel; talk or hear.

Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.Must be able to work on the phone for extended periods of time.Light to moderate lifting is required.

WORKING CONDITIONS The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Moderate noise (i.e., business office with computers, phone and printers, light traffic).Ability to work in a confined space.Ability to sit at a computer terminal for an extended period of time.Ability to work within a relatively high pressure sales environment.

What you can expect from us: Competitive base salary + bonus / commission structurePaid on the job training and a supportive team environmentPartner sales incentive dollars; spiffs for salesA variety of events, contests, ways to supplement salary and commissionsSales spiffs organized by Insight and / or our partners where you’ll have the chance to meet new people and win amazing prizes (e.g.

Formula 1 and Habs tickets, electronics, vacation packages and much more)The opportunity to contribute to our improvement and get recognized for your ideas within the companyTwo paid volunteer days per year and the possibility to make a difference in the community through our fundraising campaignsAn internal events planning committee for activities like skiing, skydiving, sugar shack, holiday parties, etc.A FUN culture filled with wellness programs: on-site fitness classes yoga and kickboxing, wellness coach, corporate gym ratesMedical and dental insurance, employee assistance program and tuition reimbursementOnline learning centerOnsite cafeteria and indoor garage