Strategy

• - The Senior SA (Strategic Advisor) is responsible for maintaining a relationship with the decision-making executive level contact at each client assigned to them.
• - Is responsible for developing an understanding of each client’s business goals, needs, challenges, and interests. Additionally, any compliance or regulatory requirements related to technology use. The SA may need to act as the client advocate internally within VC3 based on that understanding, so we are prioritizing and acting in a way that benefits the client.
• - Is responsible for acting 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.
• - Is responsible for leading the contract renewal process for each client assigned to them and looking for opportunities to grow our service scope with those clients.
• - Is responsible for clearly explaining 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.
• - Is responsible for responding 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.
• - The SA is responsible for gathering or reviewing feedback, audit outcomes, evaluations, alignment with standards and best practices, and other relevant data associated with the client to understand their current state.
• - Each client assigned to the SA should have a technology roadmap and I.T. budget – the SA is responsible for being the lead on the development and progress of those items.
• - Is responsible for reviewing the roadmap with the client, developing or recommending the I.T. budget, and guiding solutions selection that improves alignment with VC3 preferred solutions.
• - Supports prioritization, management, forecasting, renewal, and delivery of VC3 solutions to their assigned clients, as well as education of clients on those solutions.
• - Supports the onboarding of new clients, assisting in expectation setting and relationship building with the key decision makers involved.
• - The SA is responsible for scheduling and preparing the client facing meetings with each client assigned to them based on a cadence set by VC3.
• - Is responsible for understanding and providing the business need and business outcome aspects required for the internal process to scope, estimate, and then present solutions for the client.
• - Is responsible for conducting these meetings with the client. 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.
• - Is responsible for helping the client understand where further alignment to our solutions improves their business outcomes.
• - The SA is responsible for understanding 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.
• - Is responsible for identifying areas where new technology solutions are needed by clients or capture where other internal teams identify that need.
• - Is responsible for maintaining awareness and understanding of client industries sufficient to provide sound guidance on technology investment options.

Senior IT Strategic Advisor

• 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.
• 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 – vCIO

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
• Maintain an in-depth knowledge of the products and services we offer
• Build relationships with clients and team members and serve as a trusted point of contact
• Providing timely responses and guidance to client requests
• Maintain accurate and up to date process & departmental documentation
• Attend training & team meetings as required
• Assist with the development and evolution of the Team Lead role
• Review CSAT responses; provide coaching, praise, and client follow up as required
• Additional duties as required

Service 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
• **Additional Responsibilities:**
• 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
• Maintain an in-depth knowledge of the products and services we offer
• Build relationships with clients and team members and serve as a trusted point of contact
• Providing timely responses and guidance to client requests
• Maintain accurate and up to date process & departmental documentation
• Attend training & team meetings as required
• Assist with the development and evolution of the Team Lead role
• Review CSAT responses; provide coaching, praise, and client follow up as required
• Additional duties as required

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 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

• 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.
• 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.

IT Strategic Advisor

Systems Engineer

• Receive & respond to escalated service requests, incidents and change requests in a timely manner
• Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1 and/or tier 2 scope of support
• Train and educate VC3 clients on technical standards
• Troubleshoot and resolve issues with:
• Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
• General network connectivity including ISP
• Common networking technologies such as DHCP and DNS
• Wireless network performance and accessibility
• Firewalls, switches, and routers
• Remote access technologies including VPN, RDS, and Citrix
• Operating systems on servers, desktops, and laptops
• Complete technical administrative tasks such as:
• Virus/malware removal
• Add/remove/change virtual server resources
• AD/365/application password resets
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
• Additional duties as required

IT Systems Engineer II

IT Systems Analyst II

• Understand and follow “The VC3 Way”. This is our set of standards and processes that produce a predictable result for the customer. You must be aware of and maintain our standards
• Receive & respond to escalated service requests, incidents and change requests in a timely manner
• Maintain accountability to lower tier technical team members to assist with escalations that stretch beyond the tier 1, tier 2, and/or tier 3 scope of support
• Own technical issues and drive resolution without assistance or further escalation
• Train and educate VC3 clients on technical standards
• Troubleshoot and resolve issues with:
• - Customer line-of-business (LOB) applications and common applications like web browsers and Microsoft Office
• - General network connectivity including ISP
• - Common networking technologies such as DHCP and DNS
• - Wireless network performance and accessibility
• - Firewalls, switches, and routers
• - Remote access technologies including VPN, RDS, and Citrix
• - Operating systems on servers, desktops, and laptops
• Complete technical administrative tasks such as:
• - Virus/malware removal
• - Add/remove/change virtual server resources
• - AD/365/application password resets
• Provide mentorship to lower tier technical team members
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software
• Engage vendors, 3rd parties, and client subject matter experts (SME) as needed during the troubleshooting process
• Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients
• Receive mentoring and feedback from Tier 4 Peers and others
• Review Tickets with Team Lead
• Actively Participate in Team Huddles, L10 Meetings, One on One Meetings, and any other Team Meetings
• Create and update documentation when changes or occur, or when discoveries are made
• Educate users on Process, Hardware, and Software
• Attend monthly training & team meetings as required.
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as required

Senior Systems Engineer

Senior Systems Analyst

• Receive and respond to escalated service requests, incidents and change requests in a timely manner
• Troubleshoot issues across LOB applications, Microsoft Office, browsers, networking (DNS, DHCP, ISP), VPN/RDS/Citrix, wireless, and peripherals such as printers
• Complete technical administrative tasks such as virus/malware removal, phishing email remediation, add/remove/change virtual server resources, and application password resets
• Expertise with Active Directory and Group Policy Management
• Strong background working in Microsoft 365 Partner Center/Entra ID
• Identify recurring issues and initiate problem tickets for them
• Make recommendations for improvements of supported hardware and software, with an eye on our clientele’s security posture
• 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 required

IT Systems Engineer I

Director

• Define a comprehensive client experience strategy aligned with the company’s goals and values.
• Identify key touchpoints in the client journey and create initiatives to remove friction that detracts from the client experience.
• Implement metrics and KPI’s to measure and track the effectiveness of the client experience initiatives
• Liaison with the Executive Leadership team providing a current lens into the client experience.
• Liaison with the Executive Leadership team to provide a future lens into the ideal client experience.
• Foster a culture of client-centricity within the organization.
• Act as a consultant and champion to VC3 leadership on client experience ideals.
• Provide reports and presentations to the Executive Leadership Team on current state and future goals of the Client Experience team
• Provide program guidance to the Client Relationship Management leaders.
• Collect and analyze client feedback through various channels; Client Advisory Councils, Surveys, Reviews, Direct Communications
• Use client insights to identify friction points and areas for improvement.
• Collaborate with other departments to address and resolve client issues effectively.
• Identify and implement process improvements to streamline client interactions throughout all segments of VC3.
• Work cross-functionally to ensure that client experience improvements are integrated into all relevant departments.
• Analyze client relationship tools and provide recommendations to adapt and improve engagement.
• Evaluate opportunities of automation that enhance the client experience and remove barriers for client engagement.
• Evaluate and consult with all VC3 departments on communication channels that keep clients informed and engaged.
• Provide recommendations to enhance the client communication experience.
• Develop client experience strategies to increase client engagement, retention, and advocacy.
• Collaborate with Strategic Advisors, marketing and product management teams to provide feedback and insight on the ideal client experience.
• Manage the Time integrity billing specialist to improve time entry with all billable resources and to improve client satisfaction and reduce billing questions.
• Work with finance and Client Relationship Managers to ensure swift action and resolution to billing questions.
• Work closely with business development, marketing and product management to ensure a coordinated and consistent client experience throughout the customer journey.
• Consult with the Strategic Advisor team to identify barriers and friction points of initial client engagement, providing recommendations to make it 'easy to do business' with VC3.
• Consult within departments cross functionally to evaluate and provide guidance to ensure consistent client experience throughout the customer journey.
• Provide insights and feedback from clients to inform product development, marketing strategies, and sales opportunities.
• Foster strong internal relationships to ensure smooth execution of client experience initiatives.

Director, Client Experience

• Define a comprehensive client experience strategy aligned with the company’s goals and values.
• Identify key touchpoints in the client journey and create initiatives to remove friction that detracts from the client experience.
• Implement metrics and KPI’s to measure and track the effectiveness of the client experience initiatives
• Liaison with the Executive Leadership team providing a current lens into the client experience.
• Liaison with the Executive Leadership team to provide a future lens into the ideal client experience.
• Foster a culture of client-centricity within the organization.
• Act as a consultant and champion to VC3 leadership on client experience ideals.
• Provide reports and presentations to the Executive Leadership Team on current state and future goals of the Client Experience team
• Provide program guidance to the Client Relationship Management leaders.
• Collect and analyze client feedback through various channels;
• Client Advisory Councils
• Surveys
• Reviews
• Direct Communications
• Use client insights to identify friction points and areas for improvement.
• Collaborate with other departments to address and resolve client issues effectively.
• Identify and implement process improvements to streamline client interactions throughout all segments of VC3.
• Work cross-functionally to ensure that client experience improvements are integrated into all relevant departments.
• Analyze client relationship tools and provide recommendations to adapt and improve engagement.
• Evaluate opportunities of automation that enhance the client experience and remove barriers for client engagement.
• Evaluate and consult with all VC3 departments on communication channels that keep clients informed and engaged.
• Provide recommendations to enhance the client communication experience.
• Develop client experience strategies to increase client engagement, retention, and advocacy.
• Collaborate with Strategic Advisors, marketing and product management teams to provide feedback and insight on the ideal client experience.
• Manage the Time integrity billing specialist to improve time entry with all billable resources and to improve client satisfaction and reduce billing questions.
• Work with finance and Client Relationship Managers to ensure swift action and resolution to billing questions.
• Work closely with business development, marketing and product management to ensure a coordinated and consistent client experience throughout the customer journey.
• Consult with the Strategic Advisor team to identify barriers and friction points of initial client engagement, providing recommendations to make it “easy to do business” with VC3.
• Consult within departments cross functionally to evaluate and provide guidance to ensure consistent client experience throughout the customer journey.
• Provide insights and feedback from clients to inform product development, marketing strategies, and sales opportunities.
• Foster strong internal relationships to ensure smooth execution of client experience initiatives.