Virtual Chief Information Officer (vCIO)

Provide: Resume and cover letter highlighting skills and relevant experience.

Those who apply without a cover letter will be immediately disqualified.

Macro Connect is a small but growing team working out of a historic police station in the Eastern Market neighborhood of Detroit. We are focused on helping schools, nonprofits and businesses achieve breakthrough performance by leveraging data and technology.

Our goal is to hire a virtual Chief Information Officer (vCIO) that fits our company values and can provide extraordinary service to our customers. New hire will be responsible for managing relationships with C-Suite level points of contact at our clients, building and managing technology budgets and setting the strategic direction for technology in our clients' environments.

We value diversity - in thought and in personal and professional background - and are committed first and foremost to finding the right people then providing them with coffee, an office full of dogs, and a training pathway to reach their potential.

When we asked our team what 3 words sum up the company culture, the most repeated answers were: transparent, community-minded, and supportive. We utilize open-book management to share our financial information with all of our employees. We like and care about our co-workers and will drop everything to help someone in need. We care deeply about Metro Detroit and believe we can play a part in the bright future ahead. If we are working against a deadline, we do whatever it takes to meet it. If we face a difficult challenge, we work together to overcome it. If we make a promise, we see it through.

Our clients have high expectations and we expect our employees to take that in stride, keep a smile on their face, and produce great results. Details matter to us and we pride ourselves on getting things right the first time. We love turning technical jargon and complex data into practical solutions that improve outcomes for our clients.

Core Job Responsibilities:

• Learn business goals of owned clients and provide ongoing strategic IT alignment via regular cadence meetings and ad hoc client touchpoints
• Provide consultative services to clients regarding additional ways that can resolve or improve the client’s IT experience, productivity, or cybersecurity.
• Act as a translator for business needs to technology solutions and technology solutions to business value. Articulate business value of technology to non-IT stakeholders at clients.
• Own the preparation and execution of client operating budgets in collaboration with sales and our technical alignment managers (TAMs)
• Understand and remediate consequences of work that has not been executed as expected.
• Assist as an escalation resource for all client issues. Provide direction on both technical and communication approach to help maintain best-in-class customer service.
• Work with Service Manager and TAM-vCIO team to provide input for continual improvement of standards, documentation, and processes.
• Use strong customer service skills (good organization, clear helpful communication, and timely response and resolution) to help maintain best-in-class customer service.
• Assist in vendor escalation and interfacing as required for various products and services.
• Track time and document effort in our PSA.
• Requirement: stepping in to technical support opportunities when a teammate or client is in need

Toughest Part of the Job

• Juggling multiple priorities, but always following through on promises to meet customer and team member demands.
• Picking up the phone and/or showing up when a customer is dissatisfied or an escalation is identified.
• Seeking technical advice from a variety of sources.
• Adapting skillsets to meet changing technologies.
• Making quick decisions that are in the best interests of the customer and company.
• Demonstrating the value of our products and services to grow team revenue.

Desired Skills and Experience:

• Experience managing and/or supporting multiple dissimilar client environments with the goal of finding efficiencies through standardization and best practices.
• Ability to work independently and within a team environment
• Strong technical problem-solving skills and understanding of current IT technologies.
• Ability to talk with executives and non-technical decision makers about technical items in business terms and with business acumen.
• Highly customer focused with exceptional customer service, inter-personal, written and verbal communication skills.
• Ability to prioritize, manage, and follow-up on multiple priorities effectively.

Minimum Requirements:

• Experience in managing, engineering, and/or delivering the technical, hardware, software, and user support requirements for a 20 user company or environment
• Preferred: experience working in an MSP environment
• Relevant degree and/or certifications
• Relevant customer service experience
• Reliable transportation for use during business hours
• Ability to be a self-starter, who can be trusted to work largely unsupervised
• Ability to pass a criminal background check in order to be eligible to work in schools
• Ability to work Monday through Friday during traditional business hours with occasional after-hours commitments as needed.

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance
• Profit sharing

Salary : $50 - $60