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 optimizing process efficiencies and leveraging systems and portals to drive sales success. This role requires expertise in Microsoft Dynamics CRM and SharePoint along with experience in HubSpot.

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 in 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:

We are proud to be recognized as a top employer for multiple years in a row, we currently hold the distinctions of Canadas Top Small and Medium Employers 2025, Greater Torontos Top Employers 2025 and are Certified Great Place to Work 2025-2026.

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 Canadas 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 todays volatile world of digital threats, we help Canadian companies to better understand their current security posture and how to mitigate risks.

Responsibilities:

Support CEM 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

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 ISAs technology partners and their respective sales personnel to build a pipeline of qualified opportunities for potential collaboration.

Qualifications:

3-5 years in supporting sales operations within a services organization, direct experience in cybersecurity or software resale preferred

Strong aptitude for systems and processes(familiarity with Business Central, Microsoft Dynamics CRM, SharePoint, Concur, Experlogix and PowerBI would be an asset)

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 ISAs 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

Presidents Club recognizing special achievement awards: Team Member of the Year for Sales, CIOC and Cyber Services, the Rich Uhrich Founders Award that is nominated on by all employees and four Presidents 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

Informal staff events like pizza lunches or games day

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.

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 ([email protected]) so arrangements can be made for appropriate accommodation to be in place during the recruitment process.