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Cloud Services Representative

Montreal, QC, CA

BASIC FUNCTION OF JOB

The Cloud Services Representative 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 Services Representative 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 management
  • 40% Provisioning/quotes/research/order entry
  • 20% Back office (Collections, Client service problem resolution, order tracking/orderflow, web-admin, etc.)

 

Essential Functions of the Job:

 

  • Ensure new clients are actively subscribed and using newly purchased cloud solutions within the first 30-60 days
  • Daily activities are driven to assure 100% of Insight’s cloud renewals are accounted for (quoted), acted upon, and recorded in the appropriate system
  • Call campaigns from Marketing into existing clients in order to more cross-selling opportunities
  • Consistently 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 clients
  • Maintains Customer Relationship Management data on associated opportunities
  • Supports communication between Insight and our partners as applicable, seeking process and efficiency improvements in the process
  • Provides 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 information
  • Make 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.
  • Ensure all client purchase orders/credit card orders are entered, configured.
  • Provide reporting and order status for clients.
  • Ensure correct and accurate order fulfillment
  • Responsible for RMA management, credit re-bills and collections facilitation.
  • 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 Revenue
  • Cloud GP
  • Client retention rate
  • Client renewal rate

 

MINIMUM REQUIREMENTS

Education and/or Experience

Bachelor's degree; 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.

English and French, both written and spoken.

 

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.

Benefits enjoyed by Insight’s teammates:

  • Competitive base salary;
  • Close to public transportation
  • Great benefits: group insurance; life insurance, basic accident protection, long term disability;
  • RRSP;
  • Tuition reimbursement;
  • Continuous training and leadership development;
  • Insight University;
  • Wellness program: on-site fitness classes, corporate gym rates, on-site- massage;
  • On-site cafeteria;
  • Indoor garage;
  • And much more!

Today's talent leads tomorrow's success. Learn about careers at Insight: 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.


Job Segment: Cloud, Sales Operations, Customer Service Representative, Procurement, Project Manager, Technology, Sales, Customer Service, Operations

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