Kelley Create is a dynamic and innovative business technology company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

The purpose of the Virtual Chief Information Officer (vCIO) is to position our program, products, and service offerings to align with our client’s technology and business strategies to help ensure client satisfaction and retention. This is achieved by engaging at the strategic level, cultivating relationships, and engagement from pre-sales to post-sales account management. It is the responsibility of the vCIO to serve as the client’s primary point of contact for all questions or concerns, route items to the appropriate teams, and follow up to ensure an exceptional experience was provided. The vCIO is a knowledgeable technology advisor who possesses strong business acumen, customer service skills, and strategic thinking.

The vCIO will conduct regular business reviews with clients and develop their strategic technology plans and technology budget. The vCIO will participate in pre-sales validation for new opportunities, where upon engagement will oversee onboarding and function as the assigned vCIO for the length of the client relationship. As the vCIO you will learn and understand our client’s industry-specific IT requirements and technology needs.

Essential Functions of the Job:

• Develop and maintain a trusting professional relationship with each assigned client.
• Schedule, prepare, and lead the Strategic Technology Planning (STP) process for all assigned clients.
• Identify upsell/cross-sell opportunities that align with client-stated objectives and unique business goals.
• Engage with client at a strategic level to align technology to business objectives and goals.
• Develop technology roadmaps and budgets.
• Ongoing development and understanding of key vertical market trends, regulations, and compliance requirements applicable to assigned clients.
• Review project proposals in collaboration with Professional Services team.
• Respond to and resolve issues and escalations with patience, respect, and professionalism.
• Liaison between client and internal teams.
• Engage with the SSDEs (Sr. Service Desk Engineers) at their branch to discuss proactive systems architecture needs and expected changes, quarterly (post STP) reviews of any changes the vCIO foresees in the environment for the next 6 months, and recommendations the SSDE has for the vCIO to discuss with the client.

Other Duties and Responsibilities of the Job:

• Represent technology in client internal meetings and planning sessions where appropriate.
• Conduct pre-sales discovery and validation for qualified potential new clients.
• Manage the relationship during onboarding of assigned new clients.
• Provide client with product and/or service quotes in a timely manner.
• Ongoing development of IT and industry knowledge.
• Provide education to technical teams specific to client business and technology strategies.
• Advise on solutions to minimize risks and support client business objectives.
• Help to minimize and eliminate delays and when applicable, proactively step in to help projects stay on time.
• Review service trends analysis for assigned clients and identify opportunities to optimize services.

Skills and Abilities:

• Successful customer service and/or sales experience
• Ability and desire to provide exceptional customer service
• Ability to easily establish and maintain rapport with individuals at various levels of an organization
• Ability to achieve “Trusted Advisor” status with business decision makers
• Driven and focused on obtaining results "No excuses" attitude
• Self-motivated with the ability to work in a fast-moving environment with little to no supervision
• Excellent grammar and writing skills with experience in preparing written communications
• Excellent verbal communication skills with the ability to explain things simply and clearly
• Ability to communicate in a positive, effective, and efficient manner
• Ability to act with a sense of urgency while paying attention to detail
• Ability to multi-task effectively and thrive in a fast-paced environment
• Ability to work independently and as part of a team
• Ability to prepare, organize and present information to groups of people
• Ability to work afterhours and respond to on-call support team
• Familiarity with LAN/WAN design and troubleshooting
• Familiarity with Windows operating systems: Windows (7,8,10) Window Server (2012, 2016 etc.)
• Proficient with Microsoft Office Applications including Visio

Key Performance Indicators (KPI’s):

• Key Behavioral Standards
• Meeting onboarding and scoping timelines
• Direct client feedback on engagement and value

Experience Requirements:

• Minimum of five years’ experience in an IT support or consulting role
• Minimum of five years’ experience with O365, Windows Servers and supporting technologies.
• Minimum of five years’ experience with LAN and WAN configuration, setup, and troubleshooting
• Minimum of five years’ experience providing excellent exceptional service directly to end users

Education/Certification Requirements:

• A BA/BS in related field is preferred
• One or more of the following industry certifications Net , MCSA/E, MOS, CCNA, CISSP are preferred
• Possesses reliable transportation

Physical Requirements Essential to Perform the Duties of the Job:

• Frequently communicates with co-workers, customers, and vendors in person, on the telephone, and on the computer to provide assistance
• Frequently operates a motor vehicle while traveling to client site
• Frequently exposed to outside elements when traveling to client site
• Frequently sits and/or stands for long periods of time
• Frequently uses the computer with fingers and hands for documentation, research, and troubleshooting
• Frequently works in a well-lit, tempered room
• Frequently views the computer to perform duties
• Frequently bends, stoops, kneels, or climbs when installing or moving computers, monitors, servers, etc.
• Occasionally lifts objects such as office supplies, computers, monitors, and servers with weight up to 50 pounds

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities

Equal Opportunity Employer:

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.