Client Relationship Manager

About the role

We are seeking a Client Relationship Manager to join our dynamic team. This role involves leading meetings with clients, preparing and reviewing reports, managing client expectations, and ensuring high client satisfaction.

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.
• Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, while working with internal teams to ensure client deadlines are met.
• Avoidance of 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.
• Aid in 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, and 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, and 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.
• A 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.
• Ability to handle multiple tasks and prioritize effectively.
• Strong problem-solving and analytical skills.
• Ability to work flexible hours to accommodate client needs.

Skills

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

Benefits

• Flexibility – We are remote-first, but not remote-only. Some roles include an onsite component, depending on team needs.
• 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.
• 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.

Pay

Competitive salary based on experience.

Schedule

Full-time position with flexible remote work options.