IT Client Communication Specialist (Pacific Time Zone)

Right Brained Design; Quebec; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading company is seeking an IT Client Communication Specialist to enhance client satisfaction and service delivery. This remote role involves managing client relationships, collaborating with internal teams, and ensuring smooth service delivery. The ideal candidate will possess strong communication skills and a consultative approach to problem-solving. Opportunities for career advancement and continuous learning are emphasized.

Benefits

Comprehensive benefits

401K/RRSP matching

Qualifications

• 3+ years relevant experience preferred.
• Client-facing experience required.

Responsibilities

• Participate in client meetings and provide reports on issues and projects.
• Measure client satisfaction and manage expectations.
• Assist with change management and document escalations.

Skills

Relationship Building

Collaboration

Consultative Selling

Data Analysis

Education

Degree or diploma in a related field

Job description

IT Client Communication Specialist (Pacific Time Zone)

Join to apply for the IT Client Communication Specialist (Pacific Time Zone) role at Right Brained Design.

Description

Leveraging our standard technologies and processes, coupled with our people and corporate structure, we deliver a unique result for our clients. Your 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.

Department: Service Delivery

Location: Canada - Remote

As a primary client point of contact, the Client Communication Specialist will analyze and consult with their clients and internal VC3 team members regularly. The role involves identifying opportunities for solving business problems via standards alignment, expectation setting, and implementation. Collaboration with the Strategic Advisor and the Strategy team aims to bring excellence to the client base, ensuring high client satisfaction.

The Specialist will work directly with client and technical teams to ensure smooth delivery of services, including support, project work, maintenance, procurement, training, and support. Responsibilities also include handling client requests such as escalations, meetings, invoicing questions, research, and documentation.

The role requires staying updated on service delivery, technology upgrades, project schedules, and client needs. Data-driven decision-making is emphasized.

Our People: Our team is collaborative, positive, and dedicated to mutual success. Transparency and open communication are core values, guided by Passionately Curious, Own It, Go Beyond, and Serve as One.

Our Core Focus: Serving those who serve with innovative technologies that make life safe and simple. With nearly 30 years of expertise, we deliver tailored managed services and cybersecurity solutions.

Your Growth: We prioritize development and offer numerous career advancement opportunities, emphasizing continuous learning and hands-on experiences.

Key Responsibilities

• Participate in client meetings, providing reports on issues, projects, system performance, and improvements.
• Measure client satisfaction, manage expectations, and oversee vendor relations.
• Prepare and review reports and metrics using internal tools.
• Identify client churn risks and develop solutions with internal teams.
• Advocate for clients in support, maintenance, and procurement activities.
• Assist with change management, document escalations, and participate in resolution meetings.
• Participate in incident response, coordinate resolution, and conduct post-incident reviews.
• Provide client feedback across departments via various communication channels.
• Collaborate on strategic planning, research solutions, and assist with planning and budgeting.
• Maintain knowledge of relevant technology products and services.
• Contribute to accurate client documentation and oversee Microsoft Licensing strategies.
• Support onboarding and offboarding processes, client presentations, and internal strategy meetings.

Additional Responsibilities:

• Generate pricing info and quotes with clients and vendors.
• Manage support renewals and ensure accurate billing through automated systems.
• Handle billing inquiries, invoice review, and collections.
• Manage security offerings and prepare meeting materials.

Skills, Knowledge, and Expertise

• Relationship Building: Ability to build and manage client relationships through proactive communication.
• Collaboration: Network internally to address client needs throughout their lifecycle.
• Consultative Selling: Demonstrate success in selling IT solutions and identifying revenue opportunities.
• Data Analysis: Assess performance metrics, costs, risks, and trends.
• Qualifications: Degree or diploma in a related field (asset); 3+ years relevant experience (asset); client-facing experience required; knowledge of ITIL beneficial; strong organizational and customer service skills.

Additional Information

• Background checks and CJIS compliance required.
• Comprehensive benefits and 401K/RRSP matching offered.

Thank you for your interest. Only selected candidates will be contacted.