Manager, Strategic Advisors - VC3

Description

Key Responsibilities

• Perform staff reviews, coaching, performance accountability, manage headcount, hiring and overall HR management for your team.  
• Build a culture of continuous improvement via feedback, coaching and staff development.
• Ensure Client Roadmaps, Budgets, and Annual Planning activities are completed on schedule, including appropriate proactive follow-up to keep plans on track. For many clients this means planning 12-18 months in advance.
• Assist team members with building strong relationships, improving client alignment and profitability, by performing analysis, asking questions, and making recommendations for improvement.
• Manage and track funnel opportunities for your team, for cross sell and up sell opportunity, as well as project labor and hardware/software.
• Coach your team through opportunity presentation, qualification, and closing the sale.
• Guide the team with Client Relationship Management, Client IT leadership and Client ownership in delivering the results the client needs for the success of their company.
• Assist with creating recommendations to remedy issues identified in your teams trending and service reporting while considering present/future client business needs by working with other internal teams.
• Maintain an in-depth knowledge of the products and services we offer, training and coaching your team on how clients can benefit from our products and services.
• Act as an escalation point for critical client issues, communicate, and manage communication with clients and internally as needed.
• Responsible for the overall scheduling, time and utilization management of team members.  
• Ensuring every hour is a profitable hour and that workflows and procedures are being followed.
• Communicate with all parties in a constructive manner to ensure client expectations are met.
• Coach Strategic Advisors to effectively manage the operational and service requirements of their role.
• Solicit feedback to discover what clients need that we aren’t providing, either service and product improvements as well as new product creation opportunities.
• Perform client follow-up to verify satisfaction level with team and company performance.
• Proactive issue trending and data reporting for the improvement of key metrics.
• Manage team performance and tools to meet or exceed SLO’s, to clients and internally.
• Develop, implement, and effectively maintain accurate processes, standards, guidelines and procedures within the department. Ensure your team follows these and that they are posted in a location that is accessible to your team and other teams that may need these documents.
• Ensure objectives are clear, progress is tracked, and results are reviewed, holding your team accountable to producing results.
• Instill a culture of high performance.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders, and post incident reviews.  
• Provide timely responses and guidance to client requests.
• Providing consultative, advisory and analytical services to support decision-making by identifying & comparing strategic solutions to business problems and opportunities
• Leading and managing business initiative planning that may include business cases, data & financial analysis, risk assessments, cost/benefit analysis, and feasibility studies
• Timely resolution of outstanding billing issues in conjunction with Finance Administrator.

• Ensure quality administrative results from your team.  For example, timely submission of expenses, frequent and business appropriate client communications, and overall professionalism
• Review, revise, submit and annotate any invoicing associated with your department
• Attend training & lead team meetings as required
• Collaborate across all VC3 departments to maximize overall client satisfaction
• Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale and holding all employees accountable.  Set the example to follow for client service
• Additional duties as required

Skills, Knowledge and Expertise

• Business Analysis:  You must be able to identify and assess a client’s business goals, needs and perceptions. By performing analysis on that information and working with various teams within VC3, this information is transformed in to winning solutions for the client.
• Data Analysis:  You must have the necessary experience and knowledge in order to assess the internal performance. These metrics will include analysis of Key Performance Indicators that define client use, like costs, risks and profit. The ability to assess a client’s use of VC3 services is also key in identifying long running issues or trends. 
• Relationship Building: Must demonstrate the ability to build and manage relationships with clients (internal and external) through consistent and proactive communications.  This is most effective by acting responsively and being reliable to client needs.
• Collaboration: You will need to network throughout the organization to pull in the appropriate resources to address the client’s needs throughout their lifecycle.
• Consultative Selling: You must demonstrate the ability to successfully sell and validate revenue opportunities with an “IT solutions” approach to selling.  Through defining IT requirements, the SA will show value by recommending additional VC3 IT products and services.
• 7 years + in progressively responsible Management roles.
• Strong organizational, time management, presentation, and client service skills.

Additional information you will want to know:

• Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment
• VC3 offers a comprehensive benefit package and 401K/RRSP company matching