Account Executive

• Own the full sales cycle from cold outreach to close and perform sales functions which result in increased utilization of VC3’s products and services
• Outreach and source prospects through curated lists and cold calling
• Attend local networking events, trade shows and create a presence in the community
• Build relationships with decision makers and connect problems with solutions to successfully develop new accounts in assigned markets
• Develop sales presentations, quotes, and proposals
• Prepare accurate and thorough sales and business activity reports

Strategy

• You will engage with clients at an executive level, connecting with the key decision maker for long-term technology planning. By meeting clients regularly, you will bring forward insights, challenges and opportunities to align technology with client’s evolving goals. Your consultative approach and market analysis will help shape client’s technology roadmaps that support client satisfaction and maintain VC3’s as a market leader in managed IT services.
• - Develop an understanding of each client’s business goals, needs, challenges, interests and any compliance or regulatory requirements related to technology use.
• - Act as the trusted advisor and consultant to the client regarding adopting our technology solutions that align with their business, and to support technology investment which advances the needs of both VC3 and the client.
• - Lead the contract renewal process for each client assigned to them and looking for opportunities to grow our service scope with those clients.
• - Explain risks and liabilities to clients about their technology state and decisions, and if appropriate documenting the client’s decisions to manage VC3 risk and liability.
• - Respond to client communications within the SA’s scope, or to connect the client with a more appropriate resource for those needs in a timely manner or advising a client of an expected timeline or future meeting where they will address the client’s need.
• - Gather or review feedback, audit outcomes, evaluations, alignment with standards and best practices, and other relevant data associated with the client to understand their current state.
• - Lead the development and progress of client’s technology road map and IT budget
• - Support prioritization, management, forecasting, renewal, and delivery of VC3 solutions to their assigned clients, as well as education of clients on those solutions.
• - Support the onboarding of new clients, assisting in expectation setting and relationship building with the key decision makers involved.
• - Schedule and prepare the client facing meetings with each client assigned to them based on a cadence set by VC3. The expectation is that these meetings will drive alignment to our standards, report on roadmap and progress, outline next steps and get client approval on them.
• - Understand and provide the business need and business outcome aspects required for the internal process to scope, estimate, and then present solutions for the client.
• - Understand VC3 technology solutions and standards, the client’s adherence or needs relating to those standards, and using the appropriate internal platforms to drive that ongoing alignment.
• - Identify areas where new technology solutions are needed by clients or capture where other internal teams identify that need.
• - Maintain awareness and understanding of client industries sufficient to provide sound guidance on technology investment options.

IT Strategic Advisor

Field Engineer

• Drive to client sites as scheduled while adhering to appointment schedules and promptly communicating any delays to the Service Coordinator
• Install and set up new computer hardware, software and peripherals
• Troubleshoot and resolve onsite issues related to workstations and printers
• Collaborate with VC3 technical staff as onsite support for connectivity issues including ISPs, wireless networks, DHCP, DNS, and remote access technologies including VPN, RDS and Citrix
• Educate and guide VC3 clients on technical standards and best practices
• Identify recurring issues and initiate problem tickets for them
• Make recommendations to the VC3 team for improvements of supported hardware and software
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as assigned

IT Field Engineer I

Account Manager

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements
• Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested
• Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations
• Identify client churn risks to develop solution strategies with internal teams and service resources
• Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met
• Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution
• Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements
• Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles
• Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services
• Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary
• Contribute to client documentation with accuracy and ensure data integrity
• Ongoing participation in internal meetings such as huddles, L10s, training and company meetings
• Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing
• Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients.
• Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams
• Additional duties as assigned

Client Relationship Manager

Manager

• Act as an escalation point for critical client issues, communicate and manage communication with customers as needed.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Responsible for the scheduling, time and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Review and manage service backlog to ensure services are being correctly scheduled, prioritized and moving through the system as desired.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Manage team performance and tools to meet or exceed SLOs.
• Ensure objectives are clear, progress is tracked, and results are reviewed, and instill a culture of high performance.
• Mentor and motivate your team via one-on-one meetings and other methods to provide coaching and guidance.
• Perform employee reviews, manage headcount, hiring and overall HR management for your team. Build a culture of continuous improvement via feedback, coaching and staff development.
• Provide timely responses and guidance to client requests, either directly if needed or via your team.
• Advocate for the customer in day-to-day operations.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLAs and internal efficiencies.
• Collaborate across all VC3 departments to maximize overall customer satisfaction.
• Maintain accurate and up to date documentation through the change management processes.
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate customer communications, and overall presentability.
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for customer service.

IT Service Manager I – Service Delivery

Network Engineer

• Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. Must be aware of and maintain our standards.
• Receive & respond to complex service requests, incidents and change requests in a timely manner.
• Troubleshoot and resolve issues with:
• - General network connectivity
• - Common networking technologies
• - Networking technologies, layer 2/3 switching, POE, VLANs.
• - Wireless network performance and accessibility
• - Firewalls, switches, and routers
• - Remote access technologies
• Complete technical administrative tasks such as:
• - Perform firmware updates to networking technologies.
• - Add/remove/change network ACL /privileges as required
• - Configuration of firewalls, switches, and access points.
• - Identify recurring issues and initiate problem tickets for them.
• Make recommendations for improvements of supported hardware and software to Service Managers/Strategic Advisors or clients when necessary.
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process and maintain contact until completed.
• Maintain accurate and real-time timesheets, record complete and accurate notes of troubleshooting and communication with clients.
• Receive mentoring and feedback from peers and others.
• Review Tickets with Service Manager.
• Actively Participate in Team Huddles, L10 Meetings, One-on-One Meetings, and any other Team Meetings.
• Create and update documentation when changes occur, or when discoveries are made.
• Attend monthly training & team meets as required.
• Participate in the on-call rotation.
• Participate in continual education by completing field-related technical certifications to ensure expertise remains current and aligned with industry best practices.
• Additional duties as required.

Account Executive

IT Strategic Advisor

IT Field Engineer I

Client Relationship Manager

Account Executive

IT Field Engineer I

IT Service Manager I – Service Delivery

Network Analyst

Field Engineer I