IT Client Relationship Manager

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

📋 Description

• Act as the main point of contact for clients while collaborating with internal teams to develop solutions for business challenges.

• Work alongside client and VC3 technical teams to guarantee successful delivery of technical services.

• Oversee daily escalations, client meetings, and the preparation of necessary documentation.

• Facilitate client meetings and deliver presentations on issue trends, ongoing projects, system performance, change management, and technical enhancements.

• Prepare and evaluate client reports and metrics utilizing internal tools.

• Assess client satisfaction, manage expectations, and uphold service agreements.

• Assist in managing client vendor relationships and identify potential churn risks.

• Champion client interests across support, maintenance, and procurement operations.

• Coordinate responses to major incidents, stakeholder communications, post-incident reviews, and initiatives for efficiency improvements.

• Support strategic planning, updates to agreements, workstation replacement strategies, and client budget cycles.

• Aid in client onboarding and offboarding processes, presentations, and office check-ins as needed.

• Ensure accurate maintenance of client documentation and data integrity.

• Engage in internal meetings, training sessions, and company-wide gatherings.

• Oversee agreement reconciliation, invoice review and approval, billing inquiries, and coordination with finance and collections teams.

⛳️ Requirements

• Demonstrated ability in building relationships, performing data analysis, consultative selling, and collaborating effectively.

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

• At least 3 years of relevant technical experience is preferred, though not mandatory.

• A degree or diploma in a related field is preferred.

• Familiarity with ITIL standards is preferred.

• Experience conducting in-person and virtual client meetings is essential.

• Background working with municipal clients/leaders is a significant advantage.

• Must fulfill Criminal Justice Information Systems (CJIS) requirements after employment.

• Subject to criminal background checks and checks from the department of motor vehicles.

🏝️ Benefits

• Remote-first flexibility, with onsite components based on team requirements.

• Paid time off provided by the company.

• Support for mental health and leave through the Employee and Family Assistance Program.

• Company-matched 401(k)/RRSP plans.

• Access to a Leadership Academy.

• Monthly learning sessions offered.

• Opportunities for mentorship programs.

• Reimbursements for learning activities.

• Participation in internal career fairs.

• Job shadowing opportunities available.

• Personalized career-pathing and internal mobility options.

• Autonomy and recognition in the workplace.

• Transparent leadership and supportive management.

• Background checks for criminal and department of motor vehicles.

• Compliance with CJIS requirements after employment.