Customer Relationship Manager
IDS Systems Consultants Inc.
Ottawa, ON

Corporate Profile

IDS Systems is a privately held IT Infrastructure Integration firm serving SMB Customers across Ontario and Quebec. Established in 1994, IDS provides comprehensive IT and cloud-based solutions to companies / organizations seeking to supplement their current corporate IT capability / capacity.

Reporting to the Senior IDS Systems (“IDS”) Account Executive, the IDS Customer Relationship Manager, as a member of the Customer Care team is responsible for providing superior customer service and working with the IDS Technical Sales Engineer(s) to generate sales to existing IDS customers.

Duties & Responsibilities

Communication

  • Take the lead with respect to intake and distribution of customer requests relating to all communications
  • Coordinate and facilitate all customer meetings including e-mail and verbal communication pertaining to any non-technical activities on behalf of IDS Systems, specifically relating to business activities such as
  • proposal development,
  • provision of approved pricing,
  • contract management
  • Customer Care.
  • Maintain and update customer information / sales opportunities in IDS corporate CRM tool
  • Respond promptly to customer requests
  • Represent IDS customer issues as part of internal IDS continuous improvement process

Organization

  • Coordinate internal IDS planning sessions on behalf of IDS customers
  • Schedule monthly / quarterly customer service meetings
  • Organize customer special events

Contract & Financial Management duties

  • Manage contract approval, and 3rd party sub-contracting process
  • Validate accuracy of monthly 3rd party consultant billings
  • Manage contract approval process
  • Skills*
  • Above average written and verbal skills
  • Demonstrated personal commitment to Customer Service
  • Calm and logical problem-solving ability
  • Internally motivated and reliable
  • Ability to work as part of a team in a supportive role
  • Preference will be given to individuals with post-secondary Information Technology education and certifications

Experience

  • Minimum 1-3+ years working in the high-tech / IT industry
  • Minimum 2-5 years+ Customer Service experience supporting customers
  • Demonstrated experience working in a corporate office environment
  • Some sales experience preferred

Benefits

  • Competitive salary and incentive bonus
  • Health benefits program
  • Participation in employer RRSP matching program at conclusion of 3-month probationary period

*_IDS Systems (“IDS”) is an equal opportunity employer and prohibits discrimination and harassment of any kind._*

Job Type: Full-time

Experience:

  • Customer Service: 3 years (Required)

Education:

  • Bachelor's Degree (Preferred)

Location:

  • Ottawa, ON (Required)

Language:

  • English (Required)