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Client Success Manager

Montreal, Quebec, CA

ROLE DESCRIPTION

 

The Client Success Manager (CSM) in the Cisco Customer Success organization will play a key role by being the “voice of the customer” as they adopt Cisco software solutions. The CSM will be involved in various activities to ensure the portfolio of clients are achieving their business outcomes by successfully adopting and expanding their use of Cisco solutions. The CSM will work closely with clients’ key stakeholders as well as Insight’s internal teams to drive our mutual success. Secondarily, the CSM proactively promotes collaboration between Insight and Cisco sales teams to identify and target accounts that are mutually profitable. This involves implementation of successful product marketing programs to support the development of competitive strategies relative to Cisco software in the Collaboration, Networking, and Security segments of the Cisco portfolio.

 

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.

 

Essential Functions of the Job:

 

  • Ensure clients are properly on-boarded and derive maximum value from their investment in Insight.
  • Build and maintain strong relationships with clients and help them progress through the most advantageous adoption of Cisco solutions.
  • Provide post-sales strategic guidance and recommend additional initiatives to continue improving the client’s technology experience.
  • Be the “voice of the customer” by introducing client stakeholders to Insight and Cisco resources and by conducting regular business reviews.
  • Analyze consumption and usage data to identify potential gaps in adoption and evaluate their performance against client health components.
  • Develop and provide actionable recommendations to increase adoption and lifecycle services.
  • Promote Cisco Software technologies within the Collaboration, Networking, and Security segments of the Cisco portfolio
  • Must have a strong understanding of how to earn back-end rebates through Cisco’s lifecycle incentive program and be able to track accrued rebates.

 

MINIMUM REQUIREMENTS

 

Education and/or Experience:

  • Bachelor’s degree in business, MIS, or other technical discipline from an accredited university
  • 5+ Years of experience in post-sales customer-facing positions (professional services, IT consultant, program manager, or similar role that focused on client success) and strong knowledge of Cisco software licensing
  • Strong technical background in collaboration and network technology, data center infrastructure, and cloud environments (Technical certifications preferred).
  • Excellent written and spoken communication skills in English.
  • Bilingual in English and French - required for Quebec candidates only.

 

 

KNOWLEDGE, SKILLS, AND ABILITIES

 

  • A solid understanding of business outcomes engagement models and how they are being used to ensure client loyalty in Cisco environments.
  • In depth knowledge of how companies are using technology to enhance customer engagement, improve the experience of their workforce, and optimize the operations of their IT infrastructure.
  • Excellent communication skills with the ability to explain complex technical concepts and influence decisions across all levels of stakeholders
  • Strong project management and organizational skills with a good understanding of IT operations
  • Ability to collect, analyze and present metrics and other success factors in a succinct and compelling manner
  • The ability to lead and be a team player across dynamic environments and cross-functional groups of teammates and client stakeholders.

 

 

PHYSICAL DEMANDS

 

The physical demands described here are representative of those that must be met by a teammate 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 employee is regularly required to: stand, sit; talk, hear, and use hands and fingers to operate a computer and telephone keyboard, reach, stoop and kneel.
  • Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus due to computer work.
  • Light to moderate lifting is required.
  • Ability to uphold the stress of traveling.

 

WORK ENVIRONMENT

 

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 area.
  • Ability to sit at a computer terminal for an extended period of time.

 

As a condition of employment, this job is subject to the successful completion of the following pre-employment conditions: Reference Checks, Criminal Background Checks, Driver’s Abstract and valid driver license if required for the role.

 

Insight Canada is proud to offer reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please inform us during the application process.

 

We thank all candidates for their interest, however, only those selected for interviews will be contacted.

ABOUT INSIGHT

 

Insight’s success begins with our people making meaningful connections every day. Our culture lives in our teammates. Insight is looking for great people who will embrace our values of Hunger, Heart and Harmony. Hunger to create new opportunities for our clients. Heart to make a positive impact in people’s lives. Harmony to celebrate each other’s unique contributions to bring solutions to clients.

 

Insight Canada is an organization that encourages and supports ongoing training and development opportunities. We are composed of a talented, diversified workforce that performs collectively in an entrepreneurial and flexible environment. Our teammates have access to the latest and greatest technologies in performing their daily activities.

 

Here’s a little about us, and why we’re top choice of prospective employees in the Canadian IT Solutions industry:

 

  • Global technology provider of IT hardware, software and service solutions
  • Fortune 500 company founded in 1988
  • 11, 000 + teammates worldwide, operating in 22 countries
  • Montreal’s Top Employer (2020 & 2021)
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance  
  • We offer an amazing flex benefits plan, RRSP matching, paid time off for volunteering, paid sick days, paid vacations, and much more.  

 

As part of the Insight Canada team, you will be a member of a highly innovative solutions environment where the people are dedicated and focused on continuous learning and growth opportunities. Apply easily by sending your resume to: InsightCanadaRecruiters@insight.com

 

Today's talent leads tomorrow's success. Discover more at: canadajobs.insight.com

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.


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