IT Client Relationship Manager

VC3, Inc.; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An innovative firm is seeking a Client Relationship Manager to enhance client satisfaction and drive business solutions. In this role, you will be the primary contact, leveraging your relationship-building skills to ensure seamless service delivery in backup, cybersecurity, and more. You will collaborate with internal teams to address client needs, manage expectations, and identify opportunities for improvement. This position offers a dynamic environment focused on growth and development, where your contributions will directly impact client success and organizational excellence. Join a team committed to transparency and mutual success.

Benefits

Comprehensive benefit package

401K/RRSP company matching

Dynamic learning environment

Career advancement opportunities

Qualifications

• 3 years relevant technical experience is considered an asset.
• Knowledge of ITIL standards is a benefit.

Responsibilities

• Participate in meetings with clients to provide reports and manage expectations.
• Prepare and review reports and metrics utilizing internal tools.
• Advocate for clients in day-to-day operations and support services.

Skills

Relationship Building

Collaboration

Consultative Selling

Data Analysis

Customer Service

Organizational Skills

Time Management

Education

Degree or diploma in a related field

Job description

IT Client Relationship Manager

Department: Client Experience

Employment Type: Full Time

Location: Canada - Remote

Description

ThinkGard, a division of VC3, is seeking to fill a Client Relationship Manager role.

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.

As a primary client point of contact, the Client Relationship Manager (CRM) will analyze and consult with their clients and internal ThinkGard team members on a regular basis. Customer service and relationship curation must be in your DNA. The CRM will strive to identify opportunities for solving business problems via standards alignment, expectation setting, and implementation.

The CRM will work directly with the client team and ThinkGard technical teams to ensure the smooth and successful delivery of technical services – backup, cybersecurity and adjacent services. The Client Relationship Manager will also handle client day-to-day requests such as escalations, client calls and meetings, invoicing questions, research, and document preparation.

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

Our People:
Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we’re here to create something extraordinary together.

Our Core Focus:
Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients.

Your Growth:
We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.

Key Responsibilities

• Participate in meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements
• Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client-vendor relations
• Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested
• Ability to 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 ensuring coordination of resolving parties, effective communication with stakeholders, help with post incident reviews. Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for internal efficiencies.
• Regularly participate and provide client feedback to all departments via Microsoft Teams, Emails, CW tickets, and Direct Phone Communication to move action items forward
• Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and ThinkGard services
• Contribute to client documentation with accuracy and ensure data integrity
• Oversee Microsoft Licensing strategy for assigned clients
• Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to OUR way
• Ongoing participation in weekly internal Client Strategy Meetings such as Huddles, L10s, and meetings with designated strategy members
• Meet with clients onsite at their office for check-ins and during the onboarding process when necessary
• Other duties as assigned

Additional Responsibilities:

• Interfacing with clients and vendors to generate pricing information and quotes
• Managing client product and support renewals
• Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing
• Answer and redirect overflow business calls
• 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 team
• Participate in the collections process with Finance Team as necessary

Skills, Knowledge and Expertise

• Relationship Building: Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communications. This is most effective by acting responsive and being reliable to client needs.
• Collaboration: The CRM will need to network throughout the organization to pull in the appropriate resources to address the client’s needs throughout their lifecycle.
• Consultative Selling: The CRM must demonstrate the ability to successfully sell and validate revenue opportunities with an “IT solutions” approach to selling. Through defining IT requirements, the CRM will show value by recommending additional VC3 IT products and services.
• Data Analysis: The CRM must have the necessary experience and knowledge in order to assess the internal performance metrics of their client base. These metrics will include analysis of Key Performance Indicators that define client use, like costs, risks and profit. The ability to assess a client’s use of VC3 services is also key in identifying long running issues or trends.
• Degree or diploma in a related field considered an asset.
• 3 years relevant technical experience is considered an asset.
• Experience meeting with clients in person is required.
• Knowledge of ITIL standards is a benefit.
• Strong organizational, time management, presentation, and customer service skills.

Additional information you will want to know:

• Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching

Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.