Client Relationship Specialist
VC3 Inc
Customer Service, Operations
United States · Remote
Posted on Oct 9, 2024
The Business Account Manager will be responsible for maintaining and expanding relationships with our existing clients, as well as identifying and pursuing new opportunities to align clients with our technical best practices.
The Business Account Manager is positioned to engage with clients that are subscribed to one or more our stand-alone IT solutions. Meeting with clients on an annual basis or other cadence set by VC3, the Business Account Manager brings forward security recommendations and opportunities to discuss and identify where technology can solve business problems or be leveraged to improve business outcomes.
Pairing that content with an ongoing understanding of the customer’s business reality, goals, and concerns, they facilitate conversations containing outcome-driven technology investments for the customer. Our consultative approach is key in keeping VC3 as a market leader in managed I.T. services.
The Business Account Manager is the primary point of contact for clients and will be responsible for developing and implementing strategies to help them achieve their goals.
In addition to external responsibilities, it is critical that the Business Account Manager identify opportunities for VC3 to improve upon existing services or add new high value services. We are a data driven company. We search for and analyze trends in the global marketplace and across our client base. The Business Account Manager combines this analysis with a basic business understanding to progressively improve alignment of our offerings with the customer’s needs.
Our People:
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.
- Department
- Client Strategy and Solutions
- Employment Type
- Full Time
- Location
- USA - Remote
- Workplace type
- Fully remote
Key Responsibilities
Client Relationship Responsibility
- The BAM (Business Account Manager) is responsible for maintaining a relationship with the decision-making contact at each client assigned to them.
- The BAM is responsible for developing an understanding of each client’s business goals, needs, challenges and interests. Additionally, any compliance or regulatory requirements related to technology use. The BAM may need to act as the client advocate internally within VC3 based on that understanding, so we are prioritizing and acting in a way that benefits the client.
- The BAM is responsible for acting as the consultant to the client regarding adopting our technology solutions that align with their business, and to support technology investment which advances the needs of both VC3 and the client.
- The BAM is responsible for responding to client communications, or to connect the customer with a more appropriate resource for those needs in a timely manner or advising a customer of an expected timeline or future conversation where they will address the customer’s need.
- The BAM assumes the day-to-day responsibilities of a Customer Relationship Manager on an operational or reactive basis.
- The BAM supports the transition of existing clients from Managed Service Agreements to one or more stand-alone IT subscriptions, assisting in expectation setting and relationship building with the key decision makers involved.
- The BAM ensures the list of renewable IT subscriptions with VC3 is accurate.
Client Meeting Responsibility
- The BAM is responsible for scheduling, preparing, and holding customer facing meetings for their assigned clients. These meetings would be annual, or on another cadence set by VC3 management.
- The BAM is responsible for understanding and providing the business need and business outcome aspects required for the internal process to scope, estimate, and then present solutions for the customer.
- The BAM is responsible for conducting these meetings with the customer. Expectation is that these meetings drive alignment to our standards, outline next steps and get customer approval on them.
- The BAM is responsible for helping the customer understand where further alignment to our solutions improves their business outcomes.
Technology Awareness Responsibility
- The BAM is responsible for understanding VC3 technology solutions and standards, the customer’s adherence or needs relating to those standards, and using the appropriate internal platforms to drive that ongoing alignment.
- The BAM is responsible for identifying areas where new technology solutions are needed by clients or capture where other internal teams identify that need.
Additional Responsibilities:
- Everyone is responsible for good documentation in our internal systems, including the BAM.
- Everyone is responsible for supporting clear understanding of what their role is, and the responsibility of other roles, including the BAM. This applies both to internal teams, and clients.
- Maintain accurate and up to date timesheets and other administrative tasks as assigned.
- Attending training & team meetings as required.
- Support relationships between VC3, our clients, and 3rd party providers.
- The role may require flexibility due to travel, customer availability or special events.
- Leverage the relationship with the client to support VC3 business initiatives.
- Collaborate with internal teams to ensure outstanding delivery of services.
- Act as an intermediary and trusted consultant between company operations and clients.
- Additional duties as required
Skills, Knowledge and Expertise
- Business Analysis: A BAM 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: The BAM must have the necessary experience and knowledge to assess the internal performance metrics of their client base. These metrics will include analysis of Key Performance Indicators that define client use, like costs, and profit. The ability to assess a client’s use of VC3 services is also key in identifying long running issues.
- 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: The BAM will need to network throughout the organization to pull in the appropriate resources to address the customer’s needs throughout their lifecycle.
- Consultative Selling: The BAM must demonstrate the ability to successfully sell and validate revenue opportunities with an “IT solutions” approach to selling. Through defining IT requirements, the BAM will show value by recommending additional VC3 IT products and services.
- Strong organizational, time management, presentation, and customer service skills.
- 3+ years of solid business experience; Technical Account Manager experience preferred.
- 1+ years working in an IT Industry company or technical experience.
- Bachelor’s degree or equivalent real-world experience.
- Degrees, certifications or other designations in relevant technology or business education is an asset. For example, ITIL, Microsoft MCP, business management degree with an IT focus, ITCP, or similar.
Additional information you will want to know:
- Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment.
- Ability to travel to client locations if necessary.
- VC3 offers a comprehensive benefit package and 401K/RRSP company matching
Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted.
About VC3
VC3 offers Managed IT Services, Private Cloud Services, Hosted VoIP, Custom Web Applications, SharePoint Consulting, and Website Design & Hosting.
VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.
We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.
VC3 has more than 25 years of experience providing a full range of Information Technology Solutions and Services to hundreds of municipalities and organizations throughout the United States and Canada. The technologies needed by our customers have changed many times over the years, but our focus has always stayed the same: connect the best technologies with our experienced and talented engineers, programmers, web designers and support specialists to deliver solutions that take our customers to the next level of productivity and results.
We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.
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