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Packetlabs is a leading ethical hacking firm in Canada. Packetlabs offers a number of services, including infrastructure penetration testing, web and mobile application testing, social engineering, red team exercises, source-code reviews, and exploit development. Packetlabs’ clients occupy a number of industries, including government, technology, law enforcement, retail, healthcare and financial, to name a few. Packetlabs is searching for a Client Success Manager who enjoys working in a fast-paced/dynamic environment and enjoys challenging themselves.

Mission of the Client Success Manager:

The Client Success Manager (CSM) is responsible for retaining accounts by contributing and strengthening client relationships. To this end, the Client Success Manager proactively engages with clients to identify and close opportunities that expand the use of services. The goal is to consistently achieve sales and NPS targets. The CSM will engage other departments when necessary to ensure high client satisfaction when resolving issues. An active member of the sales team, the Client Success Manager continually strives to improve over all team performance.

Role Responsibilities:

• Learn, understand and embrace the culture and core values of Packetlabs
• Understand the client’s pain and how Packetlabs is the solution to alleviate this pain
• Manage and expand the client’s account by nurturing relationships, be a trusted advisor
• Respond to questions quickly, build trust, keep internal teams up to date with client’s progress
• Engage the client in a meaningful way and know how to prioritize the client’s needs
• Build genuine relationships with the client’s best interests at heart, accurately record and track client changes within the CRM
• Be continually curious, ask for client input to gain information that helps Packetlabs better serve the client

Role Requirements:

• 2+ years successful track record as a “farmer” sales person with the proven ability to grow relationships, passionate about technology and learning new concepts
• Proven track record in relationship building and developing strategies to maximize revenue and improve market share
• Genuinely wants to help clients understand how Packetlabs solves their pain, able to interpret client feedback and elevates the client’s voice
• An over achiever by nature with an inner drive to excel, ability to be a trusted advisor, has a natural consultative approach
• Ability to be self sufficient, able to prioritize and focus initiatives on revenue generating activities, provides sales team weekly client updates
• Adept with conceptional selling, has the ability to connect features with benefits through storytelling, able to build strategic relationships
• Demonstrates energy and a sense of urgency when executing day-to-day responsibilities
• A consummate communicator who is able to adapt to various personality types and leverage communication skills for success
• Experience working with CRM software and understands how maintaining accurate records is the foundation for success and growth, experience with Hubspot is an asset

Our goal at People First Solutions is to hire top performers for our clients. To this end, our selection process is thorough, enabling us to collect very detailed information. We base our selection process on Topgrading®, a proven method that allows our clients’ to effectively match top performing candidates to key leadership roles. As well, we integrate TalentSorter®, a behavioural science based assessment tool to help companies hire for “fit.”

If you possess the fundamental skills, experience and education required to be successful in this role we invite you to provide a cover letter and résumé in PDF, in confidence to either Bob Murray or Adrienne Giffen.

Bob Murray – bob@peoplefirstsolutions.com – 604.803.4377

Adrienne Giffen – adrienne@peoplefirstsolutions.com – 604.209.8023

We thank all applicants for their interest in this role.