Strategic Account Manager (vCIO)

Organization Summary

SIRKit is a Managed Service Provider (MSP) established in 2007. We deliver efficient service by focusing on documented, repeatable processes and automation. Our work’s efficiency allows us to deliver significant value to our clients while compensating our team fairly. Our clients are accustomed to a friendly, outgoing, and engaging experience, and every person on our team is responsible for maintaining that experience. Our mission is to build long-term relationships, be accountable, and protect our partners.

We expect all our employees to live our values:

· Security First – Protecting you, above everything else.

· Live Honestly – Authentic personalities and honest advice.

· Be Unique. Be Passionate. – Stand out, love technology, never stop learning, and never give up on a challenge.

· Competent Confidence – Provide appropriate solutions and stand behind our work.

· We F***ing Care – We care about our staff, clients, community, and business partners. Welcome to the family!

Job Summary

Reporting to the Proactive Manager, the vCIO is responsible for building and maintaining SIRKit’s relationships with clients by working directly with their key contacts. This position will stay connected with clients and meet with them regularly to ensure client satisfaction, facilitate communication, promote feedback, and provide long-term value through strategic business reviews. The vCIO builds long-term relationships with clients and utilizes the Proactive Program to plan their long-term Business and IT goals. The vCIO will then build a roadmap of projects to help achieve those goals. They also actively participate in building project plans that meet the requirements of their clients and identify new opportunities to expand our business with existing clientele.

Job Duties and Responsibilities

Account Management

· Act as the main point of contact for account-related activities and client service issues

· Manage customer expectations and ensure they match what SIRKit can provide

· Manage and oversee client-facing communication that is not related to the helpdesk

· Provide responsive care to our clients, and ensure we respond to their requests as soon as possible

· Engage and communicate with clients regularly to strengthen the relationship

· Monitor service delivery, including adherence to, and performance on, client contracts

· Assess the level of client satisfaction with the services provided, determine if improvements can be made, and keep SIRKit leadership informed (positive and negative scenarios)

· Investigate client and staff inquiries, complaints and issues and provide a constructive response and take action that is appropriate to address the situation

· Work with the Service Team and Service Delivery Manager to address and resolve client concerns and issues with processes and client experience

· Ensure clients are consulted, informed, and kept up to date on matters that may directly impact their team or operations

· Build client relationships by treating VIPs to lunch, dinner, events or sending them thoughtful gifts

· Actively seek out and work to implement opportunities to improve the client experience

Proactive Care

· Work with client stakeholders to understand their business needs, challenges, and goals

· Utilize SIRKit’s Proactive Care program and work with Compliance Analysts to find gaps in client infrastructure, policies, or planning

· Provide valuable and practical strategic advice during Strategic Business Reviews (SBR)

· Work with Compliance Analysts to reduce Reactive Hours per Endpoint (RHEM) by recommending meaningful positive changes to client infrastructure and policies

· Understand technology at a high level and explain it to clients in an easily understood manner

· Translate the technical jargon presented by the Compliance Analysts into client-readable assessments

· Work with clients to determine their needs and identify new sales opportunities

· Create project proposals and revise as appropriate to meet changing needs and requirements

· Work with client contacts during onboardings to ensure they are satisfied

· Educate new clients on the terms of their contract(s) and SIRKit’s services

· Work with new clients on their onboarding assessments and ensure they transition smoothly to support

· Manage Support Plan renewals and present them to clients

General Administration and Other Duties

· Provide valuable feedback during team meetings

· Deliver constructive feedback to coworkers and willingly accept feedback that is provided by others

· Ensure client records (company info, contacts, contracts, etc.) and other assorted documentation are maintained and kept current at all times

· Participate in the ongoing development, updating, review and implementation of organizational policies and procedures

· Maintain an understanding of new products, services and concepts for potential opportunities

· Review, update and send non-project invoices

· Create and issue credit memos

· Participate in relevant training and development conferences, courses and seminars to remain current in sales and technology trends and IT industry direction

· Participate in SIRKit events, such as the SIRKit Challenge, and SIRKit Summit

Qualifications/Experience

· Post-secondary education in Business, Computer Science or a related field is required

· Minimum of five (5) years of sales or account management experience in an IT environment with a Managed Service Provider is preferred

· Strong understanding of IT and networking concepts and how they relate to business goals and objectives

· Intermediate understanding of server infrastructure, computers, technology and IP Networking

· Project Design, Customer Relationship Management (CRM) or ticketing system experience is preferred

· Experience providing client-focused solutions

· A combination of education and relevant work experience considered in lieu of the above requirements

Skills/Abilities

· Exceptional verbal, listening and written communications skills are required to communicate clearly with clients and staff

· Has a positive and outgoing attitude with a passion for building client relationships

· Ability to convey technical concepts and terms in a non-technical, clear, concise, effective and easily understandable manner to clients and potential clients

· Ability to engage others in a friendly and professional manner and to speak confidently and clearly about the services SIRKit provides

· Demonstrated initiative and the ability to work independently and operate effectively in a complex multi-client environment

· Ability to mediate and resolve conflicts while remaining calm and obtaining favourable results

· Problem-solving and critical thinking skills to analyze requirements, identify solutions, project consequences of proposed actions and recommend best options

· Superior organizational and problem-solving skills

· Solid business acumen and ability to respond to situations with astuteness and composure

· Ability to effectively use Microsoft Office and other SIRKit software applications

Job Types: Full-time, Permanent

Salary: $75,000.00-$110,000.00 per year

Additional pay:

  • Commission pay

Benefits:

  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • Paid time off
  • Vision care
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday

How to Apply

Apply here.

SIRKit is an equal opportunity employer. Creativity, innovation, diversity and inclusion are cornerstones of our success.