VP of Client Services

Core Responsibilities:

Oversees the account management team including cultivating and mentoring talent

• Manages a team of direct reports
• Serves as department head, providing team and client oversight encompassing budget, strategy, day-to-day team execution and client communications 
• Impacting day-to-day agency work so as to maximize value
• Serving as executive presence on marquee client accounts
• Providing strategic oversight of client strategy – e.g. ensuring that we are driving value and set up for success for renewals and organic growth

Drives new client acquisition, retention and organic growth across full client portfolio, by:

• Identifying opportunities for the agency to expand the value of our current client partnerships, owning the client renewal and upsell process
• Overseeing and driving meaningful strategy development and execution of strategy to meet clients’ business goals and objectives which result in expanding annual contracts
• Partnering closely with internal team key stakeholders throughout execution and reporting process to identify opportunities for strategy shifts & improvements
• Building and maintaining strong relationships with clients and key personnel within customer companies
• Tactfully and carefully communicating estimates and budget implications to client to help identify and support client growth opportunities
• Contributing to net new client acquisition through strategic partnerships, marketing, and lead generation opportunities in partnership with Director of Business Development 
• Developing and executing a purposeful pipelining effort, ensuring that we do everything in our power to source new business opportunities for the SimplyBe. agency

Oversees the delivery of high-quality client services across the agency including:

• Collaborating with internal teams and cross-departmentally to ensure that all client work is delivered on time and meets the highest standards of quality
• Developing and managing overarching budgets and timelines for marquee client partnerships in partnership with Account Managers
• Providing executive oversight on the reporting process for key client accounts to ensure the team is conveying the agency’s value to the client’s team and to support strategy shifts if and as needed to meet client goals and objectives 
• Drafting scopes of work with key stakeholder and project management input as needed for client renewals and upsell opportunities
• Carefully reviewing and editing scopes of work for discussion with leadership team
• Serving as the initial point of escalation for client issues among the account management team
• Monitoring client performance against service level agreements, resolving potential issues, and escalating any potential problems as needed
• Overseeing quarterly business reviews for the agency’s client roster to gather feedback and ensure client satisfaction; participates in and supports quarterly business reviews for all clients on an as-needed basis

Provides department leadership direction to evolve efficiencies, which may include:

• Driving process improvement or creation to help the agency run more efficiently and profitably 
• Improving or developing new service offerings for clients
• Overall, contributing to the growth and evolution of the agency’s client services department and company as a whole
• Managing capacity and billability targets within department
• Fulfilling management duties as a senior member of management team

In the role of VP of Client Services, utilize your talent cultivation and management skills to accomplish staff results by:

• Overseeing the onboarding and training of Account Managers
• Communicating job expectations and coaching account team members to meet them
• Supporting the monitoring of overall work performance and appraising job results
• Coaching and growing employees in service of their career development and growth
• Partnering with HR and leadership throughout annual review process to provide employee feedback on job performance