VCIO Mission

The vCIO is responsible for proactively owning and managing a positive relationship with clients. The vCIO drives client satisfaction by building relationships, providing IT strategy, consulting on projects, scheduling and attending review meetings, and collaborating with the technical team to anticipate needs.

Vision for Success:

• Come to work today with a great attitude.

• Build relationships and provide fanatical customer service and advocacy to our clients.

• Lead regular account reviews with clients to deliver the best technology solutions to clients.

• Provide strategic IT goals and consultative services for clients.

• Track and document clear and effective communications with clients.

• Be an integral part of team learning and development through example and training.

• Customer experience is exceptional and fosters happiness and retention.

Responsibilities:

• Build and maintain a positive relationship with clients.

• Ensure the timely and successful delivery of client needs.

• Communicate often with clients providing a concierge-like customized experience and document all results.

• Schedule, prepare for, and attend client visits and reviews.

• Work closely with the Director of Client Success on key team training and learning experiences and exercises.

• Drive communication regarding projects between clients and service members.

• Ensure all clients’ site and network details are sufficiently documented.

• Conduct proactive maintenance reviews to ensure core infrastructure stability.

• Provide highly impactful and strategic consultative services to clients regarding additional services that can resolve or improve the client’s IT experience, productivity, or additional network security.

• Collaborate with technical teams to identify client projects and/or additional services needed.

• Work closely with service management to drive client happiness and retention.

• Regularly perform risk assessments to stay ahead of client satisfaction issues and help manage and mediate overall risk level of the client success team.

• Prepare quotes for product purchase requests and coordinate with order fulfillment to oversee delivery of approvals.

• Maintain or improve business proficiency via courses, exams, etc.

• Other duties as requested.

Qualifications:

>5 year minimum or more of account management or client success experience as well as 5 or more years of technical experience.