Manager of CRMs

We are currently seeking a Manager of CRMs to lead our team of Client Relationship Managers (formerly Account Managers, Delivery Managers, and Client Communications Specialists), ensuring the smooth and successful delivery of a large variety of services. Our clients vary in what they need to keep communication strong, expectations set, quotes delivered, and the relationship cared for.   This role is responsible for managing the team members that provide those services. 

The ideal candidate for this role will possess VC3’s core values and inspire this team to do the same!  

This position requires a passion for: 

  • Leading and mentoring a high-performance team 
  • Outstanding customer service 
  • Ongoing process improvement 
Here's what you will be responsible for:
  • Ensuring team members lead regular delivery management meetings with the client, covering client satisfaction, issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements 
  • Acting 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 
  • Reviewing and supporting team performance based on key performance indicators 
  • Managing team capacity to ensure client satisfaction, proper time management, and team member utilization 
  • Maintaining a deep knowledge of technology products and services applicable to the client base 
  • Setting service delivery process standards; including making improvements, implementing, and overseeing execution 
  • Collaborating with other teams to optimize processes and handle client requests 
  • Training and coaching team on the strategic and technical aspects of the client base 
  • Fostering a positive and collaborative environment among teams 
  • Manage the typical activities of the team of Client Relationship Managers– the norms of which may come from another business unit 
  • Assisting with the evolution of the Delivery Manager/Account Manager roles to ensure Client Relationship Managers operate much the same 
Here’s the experience we would like for you to have:
  • Degree in a computer-related field, or a business degree and experience working with a technical services organization. 
  • Experience in cross-functional management methods and techniques 
  • Knowledge of IT applications, processes, software, and equipment 
  • Proven experience in leading people and getting results with a strong client focus

It would also be great if you had experience with any of these…but if not, we will teach you: 

  • Managed service provider (MSP) environment 
  • Familiarity with municipal IT environments 
And, here is some additional info you will want to know:
  • Travel Requirements:  limited, less than 20%  
  • Applicant selected will be subject to a criminal, credit, and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment 
  • VC3 offers great benefits, including: 
  • National health insurance coverage with two plan options 
  • FSA (flexible spending account) for health and/or dependent care 
  • HSA (health savings account) 
  • Vision and dental plans for you and your dependents 
  • 100% company paid basic life and long-term disability insurance 
  • 401k with a company match 
  • And more! 

Job Location
Remote
Remote work possible
Date posted
June 8, 2022
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Position: Manager of CRMs

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