Client Relationship Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate meetings with clients to deliver reports on issue trends, current and upcoming projects, system performance, change management, and potential technical enhancements.

• Prepare and assess reports and metrics using internal tools for presentation and sharing with clients as needed.

• Evaluate client satisfaction, establish and manage client expectations, discuss service agreements, and assist in managing vendor relationships.

• Identify risks of client churn and develop solution strategies in collaboration with internal teams and service resources.

• Act as an advocate for clients in daily operations, including support services, proactive maintenance, and procurement, while collaborating with internal teams to meet client deadlines.

• Aid in the change management processes for clients, document escalations, and engage in internal meetings to ensure effective resolutions.

• Take part in major incident responses by coordinating resolution efforts, effectively communicating with stakeholders, assisting in post-incident reviews, and collaborating with both internal and external teams to analyze operations and identify areas for efficiency improvements.

• Work alongside Strategic Advisors / vCIO to develop strategic plans for clients, assist with agreement updates, workstation replacement strategies, and budget planning cycles.

• Keep abreast of technology products and services relevant to the client base, including hardware, software, and VC3 services.

• Support the onboarding and offboarding processes for new clients and assist with client presentations and introductions to the VC3 methodology, including in-person check-ins during the onboarding process when necessary.

• Contribute to the accuracy of client documentation and ensure data integrity.

• Participate continuously in internal meetings, including huddles, L10s, training sessions, and company meetings.

• Utilize automated systems where applicable to manage agreement reconciliation for precise billing.

• Review and investigate invoices as needed to guarantee accuracy before approval, addressing any invoice-related questions or concerns from clients.

• Handle invoicing review and approval, including assisting clients with billing inquiries and collaborating closely with the VC3 finance and collections teams.

• Perform additional duties as assigned.

⛳️ Requirements

• Proven track record in relationship building, data analysis, consultative selling, and collaboration.

• Strong organizational, time management, presentation, and customer service skills.

• Minimum of 3 years of relevant technical experience preferred, though not required.

• Degree or diploma in a related field is preferred.

• Familiarity with ITIL standards is preferred.

• Experience in both in-person and virtual client meetings is required.

• Experience with municipal clients and leaders is a significant asset.

• Go Beyond – you take that extra step to create moments that are unexpected but appreciated.

• Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.

• Be Curious - You challenge the status quo and strive for continuous improvement and ongoing learning.

• Serve as One - You believe that together, we are greater than the sum of our parts, and that teamwork is essential for success.

🏝️ Benefits

• **Flexibility** – We are remote-first but not remote-only. Some roles may include onsite components based on team needs. We aim to provide the flexibility for you to excel in your work, along with company-paid time off to support your well-being in both work and life.

• **Well-being & Support** - We prioritize the care of our team beyond the workday. We offer a variety of benefits to support your overall well-being, including mental health and leave support through our Employee and Family Assistance Program, as well as financial wellness through company-matched 401(k)/RRSP plans. Whether addressing immediate needs or future goals, we have you covered.

• **Grow with Us** – Whether you're just starting or looking to advance, we are dedicated to investing in your development. We provide structured growth opportunities through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to promote internal mobility.

• **People-First Culture** – We embody our values, support one another, and create an environment where everyone feels they belong. Our shared goal is to do meaningful work with autonomy, recognition, and a mission to serve those who serve.

• **Transparent Leadership** – With open communication and clear company objectives, our leaders are actively involved, and our managers are here to support your growth at every stage.

• Applicants selected will be subject to criminal and Department of Motor Vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment. **Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.** **Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!**