IT Client Success & Strategy Lead

VC3, Inc.; Canada; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

VC3, Inc. is seeking a client-focused account/relationship manager to partner with municipal and corporate clients across Canada. You will coordinate client meetings, review performance metrics, and ensure successful delivery of IT services.

You will manage escalations, service agreements, and procurement, while tracking client satisfaction and renewal opportunities. A background in ITIL and strong communication are valued in this hybrid role.

Qualifications

• 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 municipal clients/leaders is a strong asset.
• Experience with in-person and virtual client meetings required.

Responsibilities

• Lead client meetings to review issue trends, projects, system performance, and improvements.
• Prepare and review reports and metrics for clients using internal tools.
• Manage client expectations, service agreements, and vendor relations.
• Identify churn risks and develop solution strategies with internal teams.
• Advocate for the client in daily operations, including support and procurement.
• Coordinate major incident responses and post-incident reviews with stakeholders.
• Collaborate with vCIO to support strategic planning and budgeting cycles.
• Maintain knowledge of VC3 services and client IT environments.
• Assist onboarding/offboarding and client presentations during transition.

Skills

Relationship building

Data analysis

Consultative selling

Collaboration

Organization

Time management

Presentation skills

Customer service

Education

Degree or diploma in a related field

Job description

VC3, Inc. is seeking a client-focused account/relationship manager to partner with municipal and corporate clients across Canada. You will coordinate client meetings, review performance metrics, and ensure successful delivery of IT services.

You will manage escalations, service agreements, and procurement, while tracking client satisfaction and renewal opportunities. A background in ITIL and strong communication are valued in this hybrid role.