Director, Client Experience

Director, Client Experience Department: Client Experience Employment Type: Full Time Location: Canada - 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: Collect and analyze client feedback through various channels; Client Advisory Councils Surveys Reviews Direct Communications Use client insights to identify friction points and areas for improvement. 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 #J-18808-Ljbffr