Client Experience Manager/VCIO
Posted on Apr 6, 2021 by Xerox
Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the Laser printer or more, Xerox has long defined the modern work experience. Learn more at and explore our commitment to diversity and inclusion.
Client Experience Manager/VCIO
This position is responsible for providing technology consulting services for Managed IT Services clients. Client consulting will focus on identifying business risk, defining long term IT initiatives & developing a technology budget. The CEM/vCIO will act as the central point of contact for maintaining the business relationship. The role is a secondary point of escalation for issues and client concerns. The CEM/vCIO is not an account manager, but is responsible for generating non-recurring revenue, agreement renewals & increasing year over year monthly recurring revenue.
Role and Responsibilities
Plan and attend regular client meetings to help design a 1/3/5-year IT strategy for the client environment
Act as liaison between the technical resources and the client - the ability to make complex IT solutions sound simple will go far here
Responsible for driving project work into the client businesses you are assigned
At times, work onsite in a technical manner assisting the Solutions Architect team in data gathering for a Statement of Work
Responsible for writing and gaining client sign off on annual renewals for Managed Services
Responsible for interfacing with the client's assigned Net Admin to gain clear knowledge on the technical situation of the client's environment
Responsible for guaranteeing customer satisfaction by acting as the customer advocate role to the Xerox service delivery group as a whole
Self-Starter - takes a project from discovery to completion with very little guidance
Communication, Oral - Speaks clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Communication, Written - Ability to communicate in writing clearly and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Education and Experience Preferences
Education: Four year college degree preferred in a related major (infosec/computer science/business admin, etc.)
Experience: 5+ years real world business experience working with clients on IT related matters
Computer Skills: Familiarity of mainstream technology solutions such as Microsoft Windows platforms, firewall/security technology, virtualization technologies, switching/routing technologies, and cloud computing.