Account Manager

• You will be the primary point of contact, partnering closely with clients and internal teams to identify opportunities for solving business problems via standards alignment, expectation setting and implementation.
• You will work directly with the client team and VC3 technical teams to ensure smooth and successful delivery of technical services.
• You will manage day-to-day requests such as escalations, client meetings, and document preparation.
• You will ensure high client satisfaction by keeping informed on technology upgrade cycles, project schedules and future client needs.
• 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.

IT Client Relationship 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

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.
• Actively involved in coaching other advisors on business conversations as they relate to solution recommendations.
• May include attending other client meetings as a subject matter expert.
• Contributes to quarterly rock initiatives for the VC3 Client Strategy department.
• Everyone is responsible for good documentation in our internal systems, including • the SA.
• Everyone is responsible for supporting a clear understanding of what their role is, and the responsibility of other roles, including the SA. This applies both to internal teams, and clients.
• Maintains accurate and up to date timesheets and other administrative tasks as assigned.
• Attends training & team meetings as required.
• Supports relationships between VC3, our clients, and 3rd party providers.
• The role may require flexibility due to travel, client availability or special events.
• Leverages the relationship with the client to support VC3 business initiatives.
• Collaborates with internal teams to ensure outstanding delivery of services.
• Acts as an intermediary and trusted advisor between company operations and clients.
• Additional duties as assigned.

Senior IT Strategic Advisor

• - 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 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
• - Respond to client communications and support the transition of existing clients from Managed Service Agreements to one or more stand-alone IT subscriptions, assisting in expectation setting and relationship building with the key decision makers involved
• - Ensure the list of renewable IT subscriptions with VC3 is accurate
• - Schedule and prepare the client facing meetings with each client assigned to them based on a cadence set by VC3. Expectation is that these meetings drive alignment to our standards, outline next steps and get customer approval on them
• - 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.

IT Business Account Manager

Systems Engineer

• 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 System Engineer I

• - 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.
• - The SA is responsible for identifying areas where new technology solutions are needed by clients or capture where other internal teams identify that need.
• - The SA is responsible for maintaining awareness and understanding of client industries sufficient to provide sound guidance on technology investment options.
• - Everyone is responsible for good documentation in our internal systems, including **the SA.
• - Everyone is responsible for supporting a clear understanding of what their role is, **and the responsibility of other roles, including the SA. This applies both to internal **teams, and clients.
• - Maintains accurate and up to date timesheets and other administrative tasks as **assigned.
• - Attends training & team meetings as required.
• - Supports relationships between VC3, our clients, and 3rd party providers.
• - The role may require flexibility due to travel, client availability or special events.
• - Leverages the relationship with the client to support VC3 business initiatives.
• - Collaborates with internal teams to ensure outstanding delivery of services.
• - Acts as an intermediary and trusted advisor between company operations and **clients.
• - Additional duties as assigned.

IT Systems Analyst I

• - 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.

• 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 Client Relationship Manager

IT Client Relationship Manager

Senior IT Strategic Advisor

IT Business Account Manager

IT System Engineer I

Senior IT Strategic Advisor

IT Systems Analyst I

Senior IT Strategic Advisor

IT Strategic Advisor – vCIO