Leveraging our standard technologies and process, 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 – service desk, project work, proactive maintenance, procurement, training, and ongoing support.

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.

Department: Client Experience
Employment Type: Full Time
Location: USA - Remote
Workplace type: Fully remote

Key Responsibilities

Perform staff reviews, coaching, performance accountability, manage headcount, hiring and overall HR management for your team.
Build a culture of continuous improvement via feedback, coaching and staff development.
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.
Assist team with development and delivery of high value client reporting and communication.
Train your team on managing day to day client requests, such as invoice questions, client concerns, and escalations.
Help your team understand the planning, schedule, scope, and budget cycles for project implementations.
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.
Facilitate communication, cooperation, and continual improvement with other departments to ensure we provide an exceptional client experience.
Work with the team to ensure accurate and timely submission and payment of invoices.
Ensure that workflows and procedures are being followed.
Ensure objectives are clear, that progress is tracked, and that results are reviewed; instill a culture of high performance.
Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate client communications, and overall professionalism
Act as an escalation point for critical client issues, communicate and manage communication with clients and internally as required.
Proactive issue trending and data reporting for the improvement of key metrics.
Communicate with all parties in a constructive manner to guarantee client expectations are met.
Responsible for the scheduling, time and utilization management of team members.
Leading and managing business initiative planning that may include business cases, data & financial analysis, risk assessments, cost/benefit analysis, and feasibility studies.
Develop, implement, and effectively maintain processes, standards, guidelines and procedures within the department. Ensure this documentation is followed by all and is posted in an area accessible to team members and other departments that may need it.
Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLA's and internal efficiencies.
Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services.

Additional Responsibilities:

Build relationships with clients and team members and serve as a trusted point of contact
Provide timely responses and guidance to client and internal requests
Maintain accurate and up to date documentation
Maintain accurate and real time up to date timesheets
Attend, present training & lead team meetings as required
Assist CRMs with continuous improvement initiatives
Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service
Additional duties as assigned

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: You will need to network throughout the organization to pull in the appropriate resources to address the customer’s needs throughout their lifecycle.
Business Analysis: You must be able to identify and assess a client’s business goals, needs and perceptions. By performing analysis on that information and working with various teams within VC3, this information is transformed in to winning solutions for the client.
Data Analysis: You must have the necessary experience and knowledge in order to assess the internal performance. 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.
3 years + technical experience is required.
3 years + in progressively responsible Management roles.
ITIL Foundations certification is required, ITIL Practitioner or above desired, Microsoft MCP or above required, equivalents i.e. CIPS ISP, ITCP or Management Diploma.
Strong organizational, time management, presentation and customer service skills.
The ability to prioritize multiple issues or initiatives simultaneously is expected.

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. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.

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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Connecting Columbia's Innovators with Local Talent

Manager, IT Client Relationship Managers

Key Responsibilities

Skills, Knowledge and Expertise

Additional information you will want to know:

About VC3