Client Solutions Manager

📋 Description

• Develop, implement, effectively maintain, and consistently update quoting processes, standards, guidelines, and procedures within the department.

• Ensure that objectives are clearly defined, progress is monitored, and results are regularly reviewed.

• Oversee the quoting queue/backlog to achieve or surpass SLOs.

• Manage the scheduling, time, and utilization of team members, ensuring that every hour is profitable and workflows and procedures are adhered to.

• Conduct proactive issue trending and data reporting to enhance key metrics.

• Handle employee reviews, manage staffing levels, oversee hiring, and take charge of overall HR management for your department. Foster a culture of continuous improvement through feedback, coaching, and employee development.

• Communicate constructively with all stakeholders to ensure that client expectations are met or exceeded.

• Review and manage the backlog of client quote requests to guarantee that services are scheduled and prioritized appropriately.

• Provide prompt responses and guidance to client quote requests, either directly if necessary or through your team.

• Follow up with clients to confirm final resolutions and assess satisfaction levels.

• Serve as an escalation point for critical client issues, managing communication with clients while collaborating across all departments.

• Assist Strategic Advisors and Client Relationship Managers with unique or atypical quoting requests.

• Continuously monitor market trends to identify standard models.

• Regularly assess margins to ensure that targets are met.

• Oversee the company’s quoting and proposal templates.

• **Additional Responsibilities:**

• Collaborate across all departments to enhance overall client satisfaction.

• Maintain precise and current documentation through change management processes.

• Ensure quality administrative outcomes from your team, such as real-time time entry, timely submission of timesheets and expenses, frequent and appropriate client communications, and overall professionalism.

• Review, revise, submit, and annotate any invoicing related to your department.

• Be a leader within the company by participating in employee events, attending meetings, fostering positive morale, and holding all employees accountable. Set the standard for client service.

• Conduct one-on-one meetings with staff to clarify objectives, track progress, and review results, thereby instilling a culture of high performance.

• Host morning huddles and weekly L10 meetings for your team.

• Attend training events and maintain necessary partner management certifications.

• Maintain a comprehensive knowledge of the products and services we offer.

• Perform additional duties as required.

⛳️ Requirements

• A minimum of 5 years of relevant technical experience is required.

• A minimum of 5 years of relevant management or leadership experience is required.

• Experience in IT hardware and software sales is necessary.

• Knowledge of domain and SSL management is required.

• Experience in IT service delivery and managing client expectations is essential.

• Familiarity with ITIL standards and experience managing MS licensing is needed.

• Knowledge of ConnectWise Manage and ConnectWise Sell is required.

• Ability to present information to senior management in a clear and concise manner.

• Strong interpersonal and communication skills, with the capability to build effective working relationships.

• Experience in business analysis, profit/loss responsibility, and a solid understanding of financial concepts is necessary.

• Excellent client service skills, with the ability to create and nurture trust relationships with clients and colleagues, and remain composed in stressful situations.

🏝️ Benefits

• **Well-being & Support** - We prioritize the well-being of our team beyond the workday. We provide various benefits to support your overall wellness, including mental health and leave support through our Employee and Family Assistance Program, as well as financial wellness via company-matched 401(k)/RRSP plans. Whether addressing today’s needs or tomorrow’s aspirations, we have you covered.

• **Grow with Us** - Whether you’re just beginning your career or ready to advance, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to facilitate internal mobility.

• **People-First Culture** - We embody our values, support one another, and cultivate a space where everyone feels they belong. Our common goal is to engage in meaningful work, with autonomy, recognition, and a mission to serve those who serve.

• **Transparent Leadership** - With open communication and clear company goals, our leaders are engaged, and our managers are here to support your growth at every step.

• The selected applicant 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 candidates selected for an interview will be contacted.**

• **Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!**