VC3

IT Client Relationship Manager

VC3

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • Proven ability in relationship building, data analysis, consultative selling and collaboration
  • Strong organizational, time management, presentation and customer service skills
  • Minimum 3 years of relevant technical experience preferred but not required
  • Degree or diploma in a related field preferred
  • Knowledge of ITIL standards is preferred
  • Experience with in-person and virtual client meetings required
  • Experience with municipal clients/leaders a strong asset
  • Go Beyond – you take that extra step to create moments that are unexpected but appreciated.
  • Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.
  • Be Curious - You challenge the status quo and aim for continuous improvement and constant learning.
  • Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisconsultative sellingrelationship buildingchange managementclient onboardingclient offboardinginvoicing reviewreport preparationmetrics analysistechnical services delivery
Soft Skills
organizational skillstime managementpresentation skillscustomer servicecollaborationproblem-solvingcommunicationteamworkadaptabilityproactive maintenance
Certifications
ITIL certification