IT Client Communication Specialist (Pacific Time Zone) Service Delivery at VC3

Job Description

Leveraging our standard technologies and processes, coupled with our people and corporate structure, we deliver a unique result for our clients. Your clients will experience increased employee productivity, predictability in capital and operating expenditures, reduced downtime and risk, improved employee morale, reduced lost revenue and enhanced business agility.

As a primary client point of contact, the Client Communication Specialist will analyze and consult with their clients and internal VC3 team members on a regular basis. The Client Communication Specialist will strive to identify opportunities for solving business problems via standards alignment, expectation setting, and implementation. Along with the Strategic Advisor, the Strategy team will bring excellence to their client base, resulting in high client satisfaction.

The Client Communication Specialist will work directly with the client team and VC3 technical teams to ensure the smooth and successful delivery of technical services – service desk, project work, proactive maintenance, procurement, training, and ongoing support. Client Communication Specialist will also handle client day-to-day requests such as escalations, client calls and meetings, invoicing questions, research, and document preparation.

In order to deliver an exceptional result, you will need to stay abreast across service delivery, technology upgrade cycles, and project schedules as well as current and future client needs. We are a data driven company and analysis for decision making and overall strategy is ongoing.

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

Participate in meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements
Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations
Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested
Ability to 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 ensuring coordination of resolving parties, effective communication with stakeholders, help with post incident reviews. Liaise with internal and external resources to provide detailed analysis of the operations and opportunities for internal efficiencies. Help with solutions related to major incidents and collaborate with the Strategic Advisor to implement future projects
Regularly participate and provide client feedback to all departments via Microsoft Teams, Emails, CW tickets, and Direct Phone Communication to move action items forward
Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, researching solutions to improve client’s IT environment, as well as help with 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
Contribute to client documentation with accuracy and ensure data integrity
Oversee Microsoft Licensing strategy for assigned clients
Assist with the on-boarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way
Ongoing participation in weekly internal Client Strategy Meetings such as Huddles, L10s, and meetings with designated strategy members
Meet with clients onsite at their office for check-ins and during the onboarding process when necessary

Additional Responsibilities:

Interfacing with clients and vendors to generate pricing information and quotes
Managing client product and support renewals
Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing
Answer and redirect overflow business calls
Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients.
Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance team
Participate in the collections process with Finance Team as necessary
KnowBe4 campaign management strict campaign protocols for CMMC accounts
Meeting packet prep for the Advisor’s meetings / strategy meetings
Project touch base calls
Management of Security offerings (KnowBe4, Darkweb monitoring, BullPhish)
Additional duties as required

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
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.

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