IT Client Relationship Manager (Pacific Time Zone)

Thecentermemphis; Canada; Remote; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Client Relationship Manager to enhance client satisfaction and drive business success. In this fully remote role, you will serve as the primary contact for clients, ensuring smooth service delivery and addressing their needs proactively. Your ability to build strong relationships and analyze performance metrics will be key to identifying opportunities for improvement. Join a dedicated team committed to providing exceptional IT solutions and services, and make a meaningful impact on client experiences. If you have a passion for technology and client success, this role offers a rewarding opportunity to grow in a dynamic environment.

Benefits

Comprehensive benefit package

401K/RRSP company matching

Qualifications

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

Responsibilities

• Participate in client meetings to provide reports and discuss service agreements.
• Measure client satisfaction and manage expectations effectively.
• Collaborate with teams to develop strategic plans for clients.

Skills

Relationship Building

Collaboration

Consultative Selling

Data Analysis

Organizational Skills

Time Management

Customer Service

Education

Degree or diploma in a related field

Job 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.

As a primary client point of contact, the Client Relationship Manager (CRM) will analyze and consult with their clients and internal VC3 team members on a regular basis. The CRM will strive to identify opportunities for solving business problems via standards alignment, expectation setting, and implementation. Along with the Strategic Advisor, the Strategy team will bring excellence to their client base, resulting in high client satisfaction.

The CRM will work directly with the client team and VC3 technical teams to ensure the smooth and successful delivery of technical services – service desk, project work, proactive maintenance, procurement, training, and ongoing support. 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.

Department

Service Delivery

Employment Type

Full Time

Location

Canada - Remote

Workplace type

Fully remote

Reporting To

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.
• 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, and help with post-incident reviews.
• Regularly participate and provide client feedback to all departments via Microsoft Teams, Emails, CW tickets, and Direct Phone Communication to move action items forward.
• Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, researching solutions to improve client’s IT environment, 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.
• 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 the VC3 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.

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.
• KnowBe4 campaign management strict campaign protocols for CMMC accounts.
• Meeting packet prep for the Advisor’s meetings / strategy meetings.
• Project touch base calls.
• Management of Security offerings (KnowBe4, Darkweb monitoring, BullPhish).
• Additional duties as required.

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.
• 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.
• Data Analysis: The CRM must have the necessary experience and knowledge in order to assess the internal performance metrics of their client base.
• 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.

About VC3

VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.

VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada.

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

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