Telesat (Nasdaq and TSX: TSAT) is a leading global satellite operator, providing reliable and secure satellite-delivered communications solutions worldwide to broadcast, telecommunications, corporate and government customers for over 55 years. Backed by a legacy of engineering excellence, reliability and industry-leading customer service, Telesat has grown to be one of the largest and most successful global satellite operators.
Telesat Lightspeed, our revolutionary Low Earth Orbit (LEO) satellite network, scheduled to begin service in 2027, will revolutionize global broadband connectivity for enterprise and Government users by delivering a combination of high capacity, security, resiliency and affordability with ultra-low latency and fiber-like speeds. Telesat is headquartered in Ottawa, Canada, and has offices and facilities around the world.
The company’s state-of-the-art Satellite fleet consists of 14 GEO satellites, the Canadian payload on ViaSat-1 and one LEO 3 demonstration satellite. For more information, follow Telesat on X and LinkedIn or visit
www.telesat.com
The Director of Client Services is responsible for building a world class post sales customer experience organization. This organization is tasked with managing strategic client relationships post sale, ensuring client satisfaction, and overseeing the delivery of high-quality services. This organization acts as the primary point of contact for strategic clients, addressing their needs, and ensuring that the company's services meet their expectations. The organization has four main groups consisting of Client Relationship Lifecycle Management, Program Management, Billing Support and Operations Pre-Sales support (customer facing).
Key Responsibilities
- Leadership and Management: Lead and mentor a team of Client Service Professionals, providing guidance and support to ensure high performance and professional growth.
- Client Relationship Management: Build and maintain strong relationships with strategic clients, understanding their needs, ensuring their satisfaction and acting as their main point of contact into the organization post sales.
- Customer Lifecycle Management- Manage all post sales customer activity including pilots, billing, technical, operational and development programs. Drive customer obsession throughout the organization by advocating for customer needs and ensuring the Management, Engineers, Developers and Testers understand the customer needs.
- Service Delivery: Ensure that services are delivered in accordance with client expectations and contractual agreements coordinating with all internal organizations: Sales, Sales Support, Customer Operations, Engineering, Finance and Legal
- Sales process support – Assist the Sales and Business Development team with Pre-sales Customer Operations support and subject matter expertise
- Issue Resolution: Address and resolve client inquiries, escalations, concerns, and complaints in a timely and professional manner. Negotiate pragmatic resolutions that benefit customers without creating new technical dept or unnecessary future commitments.
- Communication: Regularly communicate with clients to understand their needs and provide updates on service delivery and performance. Communicate effectively with customers, providing updates and information about products and services
- Feedback Collection: Gather and analyze client feedback to identify areas for improvement. Use that collected data to identify patterns of customer issues and work with internal Engineering team to implement improvements to avoid future issues.
- Reporting: Prepare and present regular reports on service performance and client satisfaction across all stakeholders. Manage Monthly and Quarterly Operational Reviews. Define and track KPI’s to demonstrate status and progress toward objectives.
- Collaboration: Work closely with internal teams to ensure seamless service delivery and address any issues that arise across sales, sales support, operations engineering, finance, and legal
- Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell additional services to clients.
- Customer Retention: Implement strategies to retain customers and encourage repeat business.
- Compliance and Risk Management: Ensure compliance with standards (ie SLA’s, ITIL) and manage risks associated with service delivery.
Qualifications
- Education: Bachelor's degree in Information Technology, Business Administration, Marketing, Computer Science, Engineering, or a related field; advanced degree preferred
- Experience: Minimum of 10-15 years of experience in a client service or account management leadership role, with at least 5-7 years in a senior managerial position.
- Certifications: ITIL Foundation certification is desired; additional ITIL certifications are a plus.
- Skills:
- Excellent communication and interpersonal skills.
- Excellent problem-solving and analytical abilities.
- Proficiency in IT service management tools and Customer Relationship Management (CRM) software.
- Ability to improve operations and workflows and prospect management
- Ability to manage multiple priorities and work under pressure.
Desired Attributes
- Client-Focused: Demonstrates a strong commitment to meeting client needs and delivering high-quality service.
- Proactive: Takes initiative to identify and address potential issues before they become problems.
- Team Player: Works collaboratively with internal teams to ensure seamless service delivery.
