IT Client Relationship Manager

Role Overview

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements
• Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested
• Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations
• Identify client churn risks to develop solution strategies with internal teams and service resources
• Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met
• Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution
• Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements
• Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles
• Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services
• Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary
• Contribute to client documentation with accuracy and ensure data integrity
• Ongoing participation in internal meetings such as huddles, L10s, training and company meetings
• Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing
• Review and investigate invoices when necessary to ensure accuracy before approving
• address invoice questions and concerns from clients.
• Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams
• Additional duties as assigned

Requirements

• Proven ability in relationship building, data analysis, consultative selling and collaboration
• Strong organizational, time management, presentation and customer service skills
• 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 in-person and virtual client meetings required
• Experience with municipal clients/leaders a strong 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 aim for continuous improvement and constant learning.
• Serve as One
• You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.

Tech Stack

• Go

Benefits

• **Well-being & Support **
• Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.
• Grow with Us – Whether you’re just getting started or ready to take the next step, 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 support internal mobility.
• People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
• Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.