VC3 · 3 weeks ago
Director, Client Experience
United States
Full-time
Remote
Director/Executive
10+ years expVC3 is a company that provides Managed IT Services and solutions to municipalities and organizations across the United States and Canada. The Client Experience Director will design and oversee strategies to enhance the client experience, ensuring every touchpoint is frictionless and exceeds client expectations, ultimately fostering long-term relationships and business growth.
Information TechnologyPrivate CloudSoftwareWeb DesignWeb Hosting
Responsibilities
Define a comprehensive client experience strategy aligned with the company’s goals and values
Identify key touchpoints in the client journey and create initiatives to remove friction that detracts from the client experience
Implement metrics and KPI’s to measure and track the effectiveness of the client experience initiatives
Liaison with the Executive Leadership team providing a current lens into the client experience
Liaison with the Executive Leadership team to provide a future lens into the ideal client experience
Foster a culture of client-centricity within the organization
Act as a consultant and champion to VC3 leadership on client experience ideals
Provide reports and presentations to the Executive Leadership Team on current state and future goals of the Client Experience team
Provide program guidance to the Client Relationship Management leaders
Collect and analyze client feedback through various channels
Use client insights to identify friction points and areas for improvement
Collaborate with other departments to address and resolve client issues effectively
Identify and implement process improvements to streamline client interactions throughout all segments of VC3
Work cross-functionally to ensure that client experience improvements are integrated into all relevant departments
Analyze client relationship tools and provide recommendations to adapt and improve engagement
Evaluate opportunities of automation that enhance the client experience and remove barriers for client engagement
Evaluate and consult with all VC3 departments on communication channels that keep clients informed and engaged
Provide recommendations to enhance the client communication experience
Develop client experience strategies to increase client engagement, retention, and advocacy
Collaborate with Strategic Advisors, marketing and product management teams to provide feedback and insight on the ideal client experience
Manage the Time integrity billing specialist to improve time entry with all billable resources and to improve client satisfaction and reduce billing questions
Work with finance and Client Relationship Managers to ensure swift action and resolution to billing questions
Work closely with business development, marketing and product management to ensure a coordinated and consistent client experience throughout the customer journey
Consult with the Strategic Advisor team to identify barriers and friction points of initial client engagement, providing recommendations to make it 'easy to do business' with VC3
Consult within departments cross functionally to evaluate and provide guidance to ensure consistent client experience throughout the customer journey
Provide insights and feedback from clients to inform product development, marketing strategies, and sales opportunities
Foster strong internal relationships to ensure smooth execution of client experience initiatives
Qualification
Required
Bachelor's degree in Communication or related field preferred
10+ years of leadership experience
10+ years experience as a trusted advisor to clients in a consulting and industry capacity with the ability to leverage the experience and establish credibility with genuine thought leadership
Excellent organizational and time-management skills
Ability to build strong relationships and influence decisions with internal and external stakeholders
Must be able to travel throughout Canada and US (less than 50%)
Must be able to pass a criminal record check and meet eligibility requirements
Benefits
Company-paid time off
Employee and Family Assistance Program
Company-matched 401(k)/RRSP plans
Structured development through our Leadership Academy
Monthly learning sessions
Mentorship programs
Learning reimbursements
Internal career fairs
Job shadowing
Personalized career-pathing
Company
VC3
VC3 is a managed service provider that serves governments, financial services institutions, and commercial firms.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Audax Private Debt
2022-07-01Debt Financing
2021-03-12Acquired
2016-02-17Series Unknown
Leadership Team
Sandy Reeser
Chief Executive Officer
Recent News
Company data provided by crunchbase