Manager, Client Relationship Manager

VC3; Edmonton; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company is seeking a Manager, Client Relationship Managers to enhance client satisfaction and ensure the successful delivery of technical services. The role involves leadership, strategy, and collaboration with technical teams to meet client needs. Ideal candidates will have strong relationship-building skills and a background in IT management.

Qualifications

• Minimum 3+ years of technical experience and progressively responsible management roles.

Responsibilities

• Perform staff reviews, coaching, and overall HR management for your team.
• Ensure team members lead regular check-in meetings with the client.
• Act as an escalation point for critical client issues.

Skills

Relationship Building

Collaboration

Business Analysis

Data Analysis

Organizational Skills

Time Management

Customer Service

Education

ITIL Foundations certification

Microsoft MCP or above

Job description

Job Description

Description

Leveraging our standard technologies and processes, coupled with our people and corporate structure, we deliver a unique end result for our clients. Our clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, reduced lost revenue, and enhanced business agility.

The Manager, Client Relationship Managers must be able to deliver effective leadership, strategy, follow-up, and direction that aligns with the overall goals of the organization.

The Manager, Client Relationship Managers will work directly with the client team and VC3’s technical teams to ensure the smooth and successful delivery of technical services – including service desk, project work, proactive maintenance, procurement, training, and ongoing support.

To deliver an exceptional result, you will need to stay informed about service delivery, technology upgrade cycles, project schedules, and current and future client needs. We are a data-driven company, and analysis for decision-making and overall strategy is ongoing.

Culture is an integral part of working at VC3. Our company values represent the most important principles we live by:

Passionately Curious

We challenge the status quo, seek continual improvement, and are constantly learning.

Go Beyond

We show our care through positively impacting others through our actions, properly communicating expectations, and executing them consistently.

Serve as One

Together we are greater than the sum of our individuals, and teamwork is essential to success.

Own It

We have the courage to do what’s right, resolve to take responsibility, and the grit to cross the finish line.

Our Noble Promise - “Developing Growth Minded People” – is the driving force behind our values and why we do what we do.

Key Responsibilities

1. Perform staff reviews, coaching, performance accountability, manage headcount, hiring, and overall HR management for your team.
2. Build a culture of continuous improvement via feedback, coaching, and staff development.
3. Ensure team members lead regular check-in meetings with the client, covering client satisfaction, issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements.
4. Assist team with development and delivery of high-value client reporting and communication.
5. Train your team on managing day-to-day client requests, such as invoice questions, client concerns, and escalations.
6. Help your team understand the planning, schedule, scope, and budget cycles for project implementations.
7. Coach team to understand their client Roadmaps, Budgets, and Annual Planning, so that we can help clients achieve technology objectives and meet required standards by obtaining the correct technical solutions.
8. Facilitate communication, cooperation, and continual improvement with other departments to ensure an exceptional client experience.
9. Work with the team to ensure accurate and timely submission and payment of invoices.
10. Ensure workflows and procedures are being followed.
11. Ensure objectives are clear, progress is tracked, and results are reviewed; instill a culture of high performance.
12. Ensure quality administrative results from your team, such as real-time time entry, timely submission of timesheets and expenses, frequent and appropriate client communications, and overall professionalism.
13. Act as an escalation point for critical client issues, managing communication with clients and internally as required.
14. Proactively identify issues and report data for the improvement of key metrics.
15. Communicate constructively with all parties to meet client expectations.
16. Manage scheduling, time, and utilization of team members.
17. Lead business initiative planning, including business cases, data & financial analysis, risk assessments, cost/benefit analysis, and feasibility studies.
18. Develop, implement, and maintain processes, standards, guidelines, and procedures within the department, ensuring accessibility and adherence.
19. Take ownership of major incidents, coordinating resolution, communicating with stakeholders, and conducting post-incident reviews.
20. Liaise with internal and external resources to analyze operations and identify opportunities for efficiency improvements to meet SLAs.
21. Maintain deep knowledge of applicable technology products and services, including hardware, software, and VC3 services.

Additional Responsibilities :

• Build relationships with clients and team members, serving as a trusted point of contact.
• Provide timely responses and guidance to client and internal requests.
• Maintain accurate and up-to-date documentation and timesheets.
• Attend and lead team meetings and training sessions as required.
• Assist CRMs with continuous improvement initiatives.
• Be a leader within the company by participating in staff events, meetings, fostering positive morale, and holding employees accountable. Set the example for client service.

Skills, Knowledge & Expertise

• Relationship Building: Demonstrate ability to build and manage relationships with clients through consistent, proactive communication, responsiveness, and reliability.
• Collaboration: Network across the organization to gather resources and address client needs throughout their lifecycle.
• Business Analysis: Identify and assess clients’ business goals and needs, transforming insights into effective solutions.
• Data Analysis: Experience in assessing internal performance metrics, KPIs, costs, risks, profits, and long-term trends.
• Minimum 3+ years of technical experience and progressively responsible management roles.
• ITIL Foundations certification is required; ITIL Practitioner or above preferred. Microsoft MCP or above required; equivalents accepted.
• Strong organizational, time management, presentation, and customer service skills.
• Ability to prioritize multiple issues and initiatives simultaneously.