Job Description & How to Apply Below
Director, Client Services
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 Via Sat-1 and one LEO 3 demonstration satellite. For more information, follow Telesat on X and Linked In or visit (Use the "Apply for this Job" box below). 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
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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.
- 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.
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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
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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.
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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
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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.
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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.
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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
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