About GHS

GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 30 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

We are looking for Security Customer Success Manager to join our Toronto office. This is a full-time hybrid position (2 days a week in the office).

The Customer Success Manager (CSM) is responsible for the ongoing care and growth of GHS business with assigned customers. CSM role is to be the liaison between the customer and GHS internal teams including sales, technical and finance. The CSM is responsible for delivering increased contract value by ensuring customers’ satisfaction of GHS service, delivery and execution against the contract requirements, and promoting additional solutions (cross-sell and up-sell).

What you'll do:

  • Execute a proactive and customer specific business strategy to grow and retain the recurring revenue base within assigned customer base.
  • Retain and grow assigned customer revenues by successfully managing subscription/end customer retention, renewal, and up-sell rates.
  • Collaborate and liaise with other GHS teams. Work closely with sales, technical, managed services and finance to deliver exceptional customer experience.
  • Develop and share best practices amongst team members to continuously improve customer experience and increase revenue & end customer retention and growth.
  • Ensure service delivery is in accordance with the terms and conditions of the SOW
  • Be the customer’s main point of contact for any issues outside of the day-to-day service delivery and ensure a high-level customer satisfaction, by building and sustaining effective communications with a customer.
  • Understand GHS Security service offerings and capabilities and promote them with the Customer to maximize the value of GHS' business.
  • Gather customer’s requirements and assist the sales lead with progressing the opportunity as required.
  • Maintains relationships with clients by providing support, information, and guidance; researching and recommending new opportunities; recommending profit and service improvements in the cybersecurity space
  • Prepares usage and financial reports by collecting, analyzing, and summarizing information.
  • Maintain professional and technical knowledge by attending educational workshops establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Work with GHS distributor and vendor as required to address customers’ requests related to billing, usage and capabilities.

What you'll need:

  • 3+ years pre or post-sales experience in IT with hands-on experience, working at a reseller or technology vendor.
  • Demonstrated ability to understand Enterprise IT environments including systems, security, and cloud with sufficient depth to troubleshoot technical, time-sensitive issues 
  • Pre-sales or post-sales experience in one or more IT domains (security, compute, virtualization, storage, network, backup).
  • Computer science or engineering university/college degree
  • Previous Customer Service experience in a role such as CSM, account manager, or pre-sales engineer

What kind of people we are looking for:

  • Driven, energetic and results-oriented
  • Exceptional customer service skills
  • Strong verbal communication skills and technical writing skills
  • Strong team player and enjoys working in a fast-paced team atmosphere
  • Ability to manage priorities, commitments and projects
  • Must be able to grasp highly technical concepts quickly, develop content, and independently document concepts and procedures for target audiences

What you'll get:

Competitive salary

Health benefits (medical, vision, dental)

Life insurance

Pension plan

Professional development

Amazing company culture

Free parking

Gym on-site

Join a team of professionals led by a diverse set of leaders from across the industry.

GlassHouse Systems commitment:

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GlassHouse Systems will accommodate individuals with disabilities through each stage of the recruitment process. Please advise us of any needs when your interview is booked and we will do our best to meet your needs.

Please note that all candidates have to be legally eligible to work in Canada.

Any offer of employment will be conditional upon a criminal record check.

GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

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