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 client expectations. You will also advocate for the client, manage day-to-day operations, and collaborate with strategic advisors.

Responsibilities

• Lead meetings with the client to provide reports on issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements.
• Prepare and review reports and metrics using 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.
• Avoider 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.
• 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

Minimum 3 years of relevant technical experience preferred but not required. A degree or diploma in a related field is preferred. Knowledge of ITIL standards is preferred. Experience with in-person and virtual client meetings is required. Experience with municipal clients/leaders is a strong asset.

Qualifications

Proven ability in relationship building, data analysis, consultative selling, and collaboration. Strong organizational, time management, presentation, and customer service skills.

Skills

Knowledge of technology products and services applicable to the client base, including hardware, software, and VC3 services. Ability to manage client expectations and develop solution strategies with internal teams and service resources. Proficiency in managing client vendor relations and advocating for the client in day-to-day operations.

Benefits

Flexibility - We offer remote-first work options, with some roles including an onsite component based on team needs. Well-being & Support - We provide comprehensive benefits including mental health and leave support through our Employee and Family Assistance Program, financial wellness through company-matched 401(k)/RRSP plans, and a supportive people-first culture. Grow with Us - 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. Transparent Leadership - Our leaders are involved, and our managers are here to support your growth every step of the way.

Pay

Competitive salary and benefits package.

Schedule

Full-time, fully remote.