Client Relationship Manager

About the role

We are seeking a Client Relationship Manager to join our dynamic team. This position will lead meetings with clients, prepare and review reports, measure client satisfaction, and manage day-to-day requests. The ideal candidate will have a proven track record in relationship building, data analysis, consultative selling, and collaboration.

Responsibilities

• 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, 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.

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

Qualifications

• Ability to work independently and as part of a team
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to manage multiple tasks and priorities
• Passion for technology and a commitment to excellence

Skills

• Relationship Building
• Data Analysis
• Consultative Selling
• Collaboration
• Organizational Skills
• Time Management
• Presentation Skills
• Customer Service
• ITIL Standards
• Client Meetings
• Municipal Clients

Benefits

• Flexible Work Environment
• Well-being & Support
• Growth Opportunities
• People-First Culture
• Transparent Leadership

Pay

Competitive salary based on experience and qualifications.

Schedule

Full-time, remote position.