DescriptionThe Manager, Client Relationship Managers must be able to deliver effective leadership, strategy, follow-up and direction that aligns with the overall goals of the organization. The Manager, Client Relationship Managers will work directly with the client team and VC3's technical teams to ensure the smooth and successful delivery of technical services – service desk, project work, proactive maintenance, procurement, training, and ongoing support. Our People: Our team members are collaborative, positive, and dedicated to mutual success. Transparency isn't just a buzzword here; it's a commitment to open communication, ensuring every voice is heard and valued. Guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — we're here to create something extraordinary together. Our Core Focus: Our team members play a pivotal role in our focus: Serving those who serve with technologies for today and tomorrow that make life safe and simple. With nearly 30 years of specialized expertise, our team goes beyond conventional boundaries, delivering tailored managed services and cybersecurity solutions to our clients. Your Growth:We are a growth minded organization that prioritizes development, offering numerous opportunities for career advancement. Rooted in our core value of being Passionately Curious, VC3 offers a dynamic learning environment, emphasizing hands-on experiences and formal development programs that celebrate continuous learning to propel your career forward.
Key Responsibilities

• Perform staff reviews, coaching, performance accountability, manage headcount, hiring and overall HR management for your team.
• Build a culture of continuous improvement via feedback, coaching and staff development.
• Ensure team members lead regular check-in meetings with the client, covering client satisfaction, issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements.
• Assist team with development and delivery of high value client reporting and communication.
• Train your team on managing day to day client requests, such as invoice questions, client concerns, and escalations.
• Help your team understand the planning, schedule, scope, and budget cycles for project implementations.
• Coach team to understand their client Roadmaps, Budgets, and Annual Planning, so that we can help clients achieve technology objectives and meet required standards by obtaining the correct technical solutions.
• Facilitate communication, cooperation, and continual improvement with other departments to ensure we provide an exceptional client experience.
• Work with the team to ensure accurate and timely submission and payment of invoices.
• Ensure that workflows and procedures are being followed.
• Ensure objectives are clear, that progress is tracked, and that results are reviewed; instill a culture of high performance.
• Ensure quality administrative results from your team. For example, real-time time entry, timely submission of timesheets and expenses, frequent and business appropriate client communications, and overall professionalism
• Act as an escalation point for critical client issues, communicate and manage communication with clients and internally as required.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Communicate with all parties in a constructive manner to guarantee client expectations are met.
• Responsible for the scheduling, time and utilization management of team members.
• Leading and managing business initiative planning that may include business cases, data & financial analysis, risk assessments, cost/benefit analysis, and feasibility studies.
• Develop, implement, and effectively maintain processes, standards, guidelines and procedures within the department. Ensure this documentation is followed by all and is posted in an area accessible to team members and other departments that may need it.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.
• Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for improvement to meet SLA's and internal efficiencies.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services.

Additional Responsibilities:

• Build relationships with clients and team members and serve as a trusted point of contact.
• Provide timely responses and guidance to client and internal requests.
• Maintain accurate and up to date documentation.
• Maintain accurate and real time up to date timesheets.
• Attend, present training & lead team meetings as required.
• Assist CRMs with continuous improvement initiatives.
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service

Skills, Knowledge & Expertise

• Relationship Building: Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communications. This is most effective by acting responsive and being reliable to client needs.
• Collaboration: You will need to network throughout the organization to pull in the appropriate resources to address the customer's needs throughout their lifecycle.
• Business Analysis: You must be able to identify and assess a client's business goals, needs and perceptions. By performing analysis on that information and working with various teams within VC3, this information is transformed in to winning solutions for the client.
• Data Analysis: You must have the necessary experience and knowledge in order to assess the internal performance. These metrics will include analysis of Key Performance Indicators that define client use, like costs, risks and profit. The ability to assess a client's use of VC3 services is also key in identifying long running issues or trends.
• 3 years + technical experience is required.
• 3 years + in progressively responsible Management roles.
• ITIL Foundations certification is required, ITIL Practitioner or above desired, Microsoft MCP or above required, equivalents i.e. CIPS ISP, ITCP or Management Diploma.
• Strong organizational, time management, presentation and customer service skills.
• The ability to prioritize multiple issues or initiatives simultaneously is expected.