IT Client Relations Specialist (vCIO)

Performs a variety of duties related to maintaining and enhancing the relationship between key Managed Services clients and organization. Responsible for maintaining open lines of communication between client and organization to ensure proper planning of IT resource needs. Analyze client IT requirements, system gaps/procedures and facilitate meetings with clients.

Position requires high level of customer service skills to establish and enhance positive relations with co-workers and clients, including the ability to work with and communicate to C-level employees and/or higher. Requires excellent verbal and written communication skills. Organization and follow through is crucial to the success of this position.

JOB QUALIFICATIONS/EDUCATION/EXPERIENCE REQUIREMENTS:

v Job Qualifications: Strong background in information systems preferred and account management as well as some project planning. A high level of communication, organization and project skills are needed.

v Education: Degree in business or information systems or equivalent education/experience preferred.

v Experience Requirements: 3+ years working in information systems or project management or leadership role.

PHYSICAL DEMANDS/SAFETY REQUIREMENTS/WORKING CONDITIONS:

Physical Demands: No significant physical demands. This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Safety Requirements: Responsible to use appropriate procedures and techniques as required by the different projects and job duties.

Working Conditions: Work is primarily in an office setting or client setting. Regular travel to client sites and other company locations is expected.

Travel: The vCIO will be required to travel on an occasion to client locations and other company offices. Travel for this position should average between 10 - 20% on an annual basis.

JOB DUTIES, FUNCTIONS AND COMPENTENCIES:

The vCIO will Support organization's Managed Services clients. This would include knowledge and skills in some the following areas:

v Responsible for client communication on a regular basis.

v Work with Technical team to complete GAP analysis and update regularly before Quarterly Business Reviews (QBR).

v Update documentation in relevant systems.

v Monitor and track Patch Health scores for client on a regular basis.

v Promote growth of organization's recurring revenue product base as it fits within the client's needs.

v Work with client on maintaining an environment where the hardware, software and licensing are under current maintenance and support contracts.

v Meet every quarter with all assigned clients to review topics such as: Hours Used Report, Patch Health Report, GAP analysis, etc.

v Ensure client receives appropriate company quotes associated with forecasting and annual goals.

v Provide comprehensive IT Vision packet to assigned client base.

v Build trust-based relationships with key contacts.

v Work closely with co-workers to ensure development, optimization and implementation of strong solutions:

?? Research emerging technologies and recommend use

?? Collaborate with co-workers to resolve any problems/situations that may arise

?? Assist in the development of cost benefit analysis for different solutions

?? Document all work completely and accurately, including solution recommendations and resulting process and procedure documentation in all appropriate company applications

?? Communicate to both internal and external clients with the highest level of customer service, proactive status, and in a timely and accurate manner

?? Recommend changes that are needed to method, process, hardware/software, applications, reporting, technologies and integrations to provide a better working environment for end-user

v Responsible for personal and professional development to ensure continued growth, development, and ability to assist with leading organization and co-workers in the future with the development of technology and business trends:

?? Keep current with emerging technologies and how they fit in with the organization and its clients

?? Identify trends in the industry and assists in evaluating the impact of those trends on the organization

?? Actively seek and apply new knowledge and skills.

v Assist in any other projects or tasks assigned by supervisor

v Conform with and abide by all regulations, policies, work procedures and instructions