Customer Service Representative jobs in Canada

Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other everyday and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

The Commercial Account Manager will drive both inbound and outbound sales for small to medium-sized businesses (0-250 users), focusing on New Logo (NNL) acquisition and Upsell (CUT) opportunities. This role involves executing sales strategies such as territory planning, pipeline management, account mapping, and partner development, while leveraging technical expertise to deliver impactful presentations, close deals, and foster growth.

• Selling NNL (New Logo) / CUT (Upsell) Business
• Deliver clear, compelling presentations about Sophos’ portfolio to both end users & partners.
• Provide a high-level presentation of Sophos Central, emphasizing key features and benefits.
• Achieve strong win rates in both New Logo and Upsell opportunities by successfully driving deals to closure.
• Generate new outbound opportunities through tools such as ZoomInfo and LinkedIn Navigator.
• Conduct thorough account reviews to identify Upsell (CUT) opportunities, leveraging existing relationships for growth.
• Create and execute targeted campaigns to drive new business and expand existing accounts.
• Consistently apply MEDDPICC and BANT frameworks to qualify and manage opportunities, ensuring efficient deal progression.
• Territory Planning
• Identify and prioritize top customers and partners, focusing on both New Logo acquisition and Upsell opportunities.
• Recognize and act on opportunities for growth, ensuring strategic alignment with business goals.
• Analyze market trends, customer behavior, and historical data to develop tailored outreach strategies and maximize growth opportunities.
• Continuously refine your approach by monitoring key performance indicators (KPIs) and adjusting tactics to meet evolving business goals.
• Leverage a mix of outbound prospecting, account reviews, and targeted campaigns to ensure a steady pipeline of opportunities and achieve consistent sales performance.
• Align territory efforts with broader company objectives and collaborate with cross-functional teams to support seamless execution and optimize results.
• Channel Management
• Understand and communicate the partner program, including discount levels, tier qualifications, and promotion pathways.
• Develop a strong knowledge of Managed Service Providers (MSPs) and how they fit into the sales strategy.
• Identify and engage the right partners to optimize business outcomes, ensuring the success and growth of both partners and customers.
• Account Mapping
• Conduct strong account mapping sessions, speaking the language of Selects and using tools to drive New Logo (NNL) and Upsell (CUT) opportunities.
• Leverage account insights to tailor solutions and identify growth potential for existing accounts.
• Pipeline Hygiene
• Maintain a healthy and well-qualified pipeline, utilizing MEDDPICC and BANT
• Regularly update and manage the pipeline, ensuring accurate forecasting and a steady flow of opportunities.
• Forecasting
• Proactively manage and forecast pipeline performance by developing clear, actionable gap plans to address discrepancies and ensure targets are met.
• Regularly assess the sales pipeline, adjusting forecasts based on real-time data, emerging opportunities, and market conditions.
• Leverage historical trends and current performance metrics to accurately project revenue and adjust strategies for optimal outcomes.
• Maintain close alignment with sales leadership to ensure forecast accuracy and transparent communication of potential risks or opportunities.
• Hold yourself accountable for achieving both short-term and long-term sales goals, ensuring alignment with monthly, quarterly and annual quotas and business objectives.
• Platform / Systems Knowledge
• Utilize Salesforce to manage customer relationships, track pipeline progress, and report on sales activities.
• Leverage Power BI and Clari for data analysis, performance tracking, and sales forecasting.
• Commit to continuous learning and upskilling by staying up to date on internal training programs, new platform features, and best practices to optimize platform usage and sales performance.

• Proven experience in New Logo (NNL) acquisition:
• A track record of successfully identifying, prospecting, and closing new business with small and medium-sized businesses (0-250 users).
• Experience in using tools like ZoomInfo and LinkedIn Navigator to generate leads, build a pipeline, and close new customer accounts.
• Strong ability to execute outbound strategies to expand the customer base and achieve New Logo sales goals.
• Strong communication skills, both written and verbal, with the ability to build rapport and engage customers effectively.
• Deep understanding of sales methodologies such as MEDDPICC and BANT, and the ability to apply them to qualify and close deals.
• Demonstrated success in territory planning and account mapping to identify and drive both New Logo and Upsell opportunities.
• Ability to thrive in a fast-paced, results-driven environment, and a collaborative team player with strong partner relationship-building skills.
• Self-motivated with a proven track record of meeting or exceeding sales targets.
• Proven ability to prioritize and manage a high volume of meetings and tasks, consistently focusing on driving new logo acquisition and upsell opportunities while maintaining strong partner relationships and timely follow-ups.

In Canada, the base salary for this role ranges from $67,200 to $112,000. In addition to the base salary, there's a component for target sales commissions alongside a comprehensive benefits package. A candidate’s specific pay within this range will depend on a variety of factors, including job-related skills, training, location, experience, relevant education, certifications, and other business and organizational needs.

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At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don\'t check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don\'t let a checklist hold you back – we encourage you to apply.

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
• Employee-led diversity and inclusion networks that build community and provide education and advocacy
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities
• Global employee sustainability initiatives to reduce our environmental footprint
• Global fitness and trivia competitions to keep our bodies and minds sharp
• Global wellbeing days for employees to relax and recharge
• Monthly wellbeing webinars and training to support employee health and wellbeing

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

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