Client Solutions ManagerDepartment: Business Development
Employment Type: Full Time
Location: USA - Remote
DescriptionThe Impact you will have: The primary focus of this role is to manage and lead the Client Solutions team in providing a superior level of service to our clients while fulfilling quoting requests. With that, the manager must be able to deliver effective leadership, strategy, follow up and direction that aligns with the overall goals of the company. We must continually train and educate employees on why our people, process and technology standards exist and how it benefits our clients and VC3.
To ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our clients face and how our teams as a whole combine to deliver our promise. Providing services in a timely and professional manner while ensuring key parties are kept informed is critical. We are a data driven company and analysis for decision making and overall strategy is ongoing.
What you will be doing:- Develop, implement, effectively maintain, and continually update quoting processes, standards, guidelines, and procedures within the department.
- Ensure objectives are clear, progress is tracked, and results are reviewed regularly.
- Manage the quoting queue/backlog to meet or exceed SLO's.
- Responsible for the scheduling, time, and utilization management of team members. Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
- Perform proactive issue trending and data reporting for the improvement of key metrics.
- Perform employee reviews, manage headcount, hiring and overall HR management for your department. Build a culture of continuous improvement via feedback, coaching and employee development.
- Communicate with all parties in a constructive manner to ensure client expectations are met or exceeded.
- Review and manage backlog of client quote requests to ensure services are being correctly scheduled and prioritized.
- Provide timely responses and guidance to client quote requests, either directly if needed or via your team.
- Perform client follow-up to verify final resolution and determine satisfaction level.
- Act as an escalation point for critical client issues, communicate, and manage communication with clients with collaboration across all departments.
- Assist Strategic Advisors and Client Relationship Managers with unique or unusual quoting requests.
- Continually monitor market trends to determine standard models.
- Continually monitor margins to ensure targets are being met.
- Oversee company's quoting and proposal templates.
Additional Responsibilities: - Collaborate across all departments to maximize overall client satisfaction
- Maintain accurate and up to date documentation through the change management processes
- 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
- Review, revise, submit and annotate any invoicing associated with your department
- Be a leader within the company, attending employee events, participating in meetings, encouraging a positive morale and holding all employees accountable. Set the example to follow for client service
- Conduct one on one meetings with staff to ensure objectives are clear, progress is tracked, and results are reviewed, to instill a culture of high performance
- Host morning huddles and weekly L10 meetings for your team
- Attend training events, maintain necessary partner management certifications
- Maintain an in-depth knowledge of the products and services that we offer
- Additional duties as required
The tools you bring:- 5+ years relevant technical experience is required.
- 5+ years relevant management or leadership experience is required.
- Experience in IT hardware and software sales.
- Knowledge of domain and SSL management.
- Experience in IT service delivery and managing client expectations.
- Knowledge of ITIL standards and experience managing MS licensing.
- Knowledge of ConnectWise Manage and ConnectWise Sell.
- Ability to present information to senior management in a manner that is clear and concise.
- Strong interpersonal and communication skills with the ability to build effective working relationships.
- Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.
- Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances.
What's in it for you:- 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. Whether it's today's needs or tomorrow's goals, we've got you covered.
- 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.
