VC3

Develop and oversee strategies to enhance client experience, act as a trusted advisor to leadership, and drive process improvements across the organization. | Over 10 years of leadership experience, proven ability to influence stakeholders, and experience in client consulting or industry leadership. | Director, Client Experience Department: Client Experience Employment Type: Full Time Location: USA - Remote Description At VC3, we don't just solve IT problems - we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time. We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond | Own It | Be Curious| Serve as One We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar. Employees at VC3 are valued for their creative initiative. Our work culture is embedded with a cohesive and collaborative approach, where employees are encouraged to use their talents to assist clients, plan strategy, and work together to deliver exceptional results. We value autonomy and freedom and always encourage you to take the time to celebrate and reward great work. The Impact you will have:As the Client Experience Director, you will be responsible for designing, consulting, and overseeing strategies to enhance the VC3 Client Experience throughout their journey. You will work with teams throughout the organization to ensure every touchpoint with our clients is frictionless and exceeds their expectations, ultimately fostering long-term relationships and business growth. The Client Experience Director is the head advocate for the client throughout VC3. This position requires an individual that will provide strategic client experience vision and passion for excellence. What you will be doing: Develop Client Experience Strategy: • 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 Executive Sponsorship: • 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 Client Relationship Management Team: • Provide program guidance to the Client Relationship Management leaders. Client Feedback and Analysis:o Collect and analyze client feedback through various channels; • Client Advisory Councils • Surveys • Reviews • Direct Communications o Use client insights to identify friction points and areas for improvement. o Collaborate with other departments to address and resolve client issues effectively. Process Improvement: • 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. Client Communication: • Evaluate and consult with all VC3 departments on communication channels that keep clients informed and engaged. • Provide recommendations to enhance the client communication experience. Client Retention and Growth: • 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. Cross-functional Collaboration: • 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. The tools you bring: • 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 What's in it for you: • Flexibility- We're remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life. • Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it's today's needs or tomorrow's goals, we've got you covered. • Grow with Us - Whether you're just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility. • People-First Culture - We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve. • Transparent Leadership - From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way. 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 Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted. Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!

Supporting enterprise network security, monitoring security events, and troubleshooting network issues. | Experience with enterprise networking, firewalls, VPNs, and wireless infrastructure; certifications like CCNA or equivalent; strong understanding of network protocols. | Senior Cybersecurity Engineer with Network Security Expertise Department: ThinkGard - Security Employment Type: Temps plein Location: USA - Remote Description At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time. We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond | Own It | Be Curious| Serve as One We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar. The Impact you will have: You will play a key part of ThinkGard, a division of VC3, in safeguarding client systems by monitoring security events, investigating incidents, and responding swiftly to potential threats. You will understand and follow the VC3 way, a set of standards and processes that produce a predictable result for the client, ensuring clients are informed and protected. Key Responsibilities • Manage security events derived from monitoring and our ticket queues and triage as appropriate to meet the established service level agreements • Promptly transfer cybersecurity tickets to the client or internal point of contact • Clearly convey indicators of compromise, isolation, and remediation steps • Analyze and interpret system, security, and application logs in order to diagnose faults, spot abnormal behavior, and rule out false positives • Effectively utilize End Detection and Response tools to investigate alerts, anomalies and build accurate timelines related to possible compromise • Follow established procedures to investigate, escalate, contain, or eradicate malicious activity • Develop and deliver written and oral reports to clients, teammates, and management to aggregate and communicate security information and metrics • Provide input and recommendations to improve internal processes and procedures related to SOC duties and responsibilities • Participate in threat hunting activities and other special projects as required • Maintain accurate and real time timesheets, record complete and accurate notes of troubleshooting and communication with clients • Additional duties as assigned The tools you bring: • Minimum 5 years experience in Information Security or related fields • Minimum 5 years experience in EDR solutions, ESGs, vulnerability management, and content filtering • Two or more current security-related industry certifications • One of the following certifications is preferred: CompTIA Security+, CompTIA CySA+, CCNA, C|EH, SSCP, or equivalent • Experience with SIEM platforms, firewall management, and endpoint detection and response platforms • Go Beyond – you take that extra step to create moments that are unexpected but appreciated. • Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line. • Be Curious - You challenge the status quo and aim for continuous improvement and constant learning. • Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success. What’s in it for you: • Flexibility– We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life. • Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered. • Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility. • People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve. • Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way. 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 Thank you for your interest in VC3. We appreciate all applications; however, only those candidates selected for an interview will be contacted. Learn more about VC3 by visiting our website and follow us on LinkedIn to stay informed!