Virtual Chief Information Officer (vCIO)

The vCIO is responsible for establishing and maintaining client business level strategic relationships and is the business point of contact for the client.  The vCIO meets with the owners/executives/point of contacts of our client companies to better understand their business goals and objectives.  The vCIO meets with them regularly and facilitates the Quarterly Business Reviews (QBR) with the client.  QBRs must be engaging, value-providing and non-technical so that the business executives recognizes the value they receive.  In addition to providing a basic summary of the services we have been performing and observations made on a regular basis, the meetings also include future planning and budgeting.

The meeting agendas are structured so that we demonstrate our value by identifying how the client can use technology to:

  • Increase revenue
  • Reduce costs
  • Enable their employees to be more efficient
  • Gain or maintain competitive advantage
  • Reduce or mitigate risk
  • Solution stack compliance

In addition, in between regular client meetings, the vCIO is available to answer quick, high level questions regarding technology and business. 

Because we want the vCIO to act in the best interest of the client, this is not a commission based role.

The vCIO is responsible for establishing technology budgeting and strategic roadmaps for clients that both reduce business risk and facilitate technology improvements and optimization across the business.

Department: Administration
Reports to: Managing Partner

Essential Duties and Responsibilities

Includes the following and other duties may be assigned.

  • Maintain and enhance business relationships across the client’s organization
  • Team with colleagues in the service department to ensure the highest levels of client satisfaction
  • Ensure that all services consistently meet client expectations
  • Function as client advocate to resolve issues related to (billing, support, etc.)
  • Proactively identify opportunities to improve the client’s IT operations
  • Develop in-depth knowledge of our service catalog and how it relates to customer’s needs
  • Document and manage internal processes and procedures related to client management
  • Receive requests for service and products details from customers and provide timely responses
  • Manage the Business Review Process, inclusive of service level objective(s) achievement, strategic technology roadmap and recommended IT operational improvements
  • Conduct onsite or online presentations that showcase the services and products of the company to active customers
  • Track all account activity in the Professional Services Automation (PSA) system
  • Create opportunities, when appropriate and follow-up activities.
  • Attend weekly sales cadence meetings and service huddles as appropriate
  • Work in ConnectWise Manage, CRM to manage clients and opportunities

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.

Use of Technology – Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Communications – Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Visionary Leadership – Displays passion and optimism; inspires respect and trust; mobilizes others to fulfill the vision; provides vision and inspiration to peers and subordinates.

Business Acumen – Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.

Adaptability – Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Innovation – Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others’ attention.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor’s degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Certificates, Licenses, Registrations

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision and distance vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

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