Position Summary

The VP Client Success will be accountable for client satisfaction and implementing standards of excellence in terms of client engagement and day-to-day management of customers. Responsible for leading a team of Client Success Directors and Client Success Managers who have direct accountability for the day-to-day management of customers. The role will not exceed more than 10-15 direct reports. This is a remote position.

Essential Responsibilities, Accountabilities and Results

• Ensure Performance Management of the Client Success team with an emphasis on client service, client satisfaction resulting in client satisfaction and contract renewals.
• Provide Strategic guidance and leadership on portfolio of accounts, on right sizing opportunities for portfolio, and on account structure, resulting in cost savings and performance.
• Develop and implement strategic initiatives in alignment with corporate goals and tailored for each individual customer resulting in a customer centric organization.
• Develop and nurture strong relationships with all customers within the portfolio.
• Identify areas for improvement within SGS to provide the best service to the clients.
• Develop and implement SGS standards of excellence in terms of client service and client engagement, resulting in a customer centric organization.
• Ensure Client Success team becomes the front-line for job-level client escalations. Improve and monitor issue resolution and investigation process with all departments in Operations, resulting in better and quicker issue resolution. Identify areas for improvement to better manage and correct issues, being the vital link between the client and Operations, resulting in better quality delivered to the client.
• Proactively engage Ops leadership to drive right capabilities and resourcing, resulting in a strong delivery.
• Support SGS financial policies impacting the client, resulting in a disciplined financial collaboration with customers.
• Support commercial growth strategy, identify opportunities for cross sell and up sell resulting in extending revenue.
• Manage direct reports by focusing individual performance and career development, developing individual training plans for direct reports in new roles and providing timely performance feedback & evaluations to develop our next generation of Client Success leaders and drive best practices.
• Coach and mentor Client Success direct reports and their teams, to reinforce the organization' goals and values resulting in a high performing culture.
• Motivate and foster team building and cooperation within Client Success team and between all SGS departments (especially with Commercial and all Ops teams) to ensure maximum efficiency, team work and top service level to the client ("Win together")
• Analyze and control expenditures to conform to budgetary requirements to control costs.

Competency Requirements

• 15 years of relevant industry experience
• Demonstrated experience in Strategic Account Management and Customer Relationships
• Exhibits strong interpersonal skills that encourage team cooperation, promote enthusiasm and motivate relationship-building
• Uses interpersonal savvy to rally internal and external resources to help bring long-term, strategic recommendations to life
• Manages needs of team members to maximize learning and productivity while minimizing turnover
• Brings both strategic and management acumen while effectively leveraging end-to-end tools and processes
• Has the ability to provide big picture strategic thinking, vision and insights to drive big ideas and initiatives
• Builds one-on-one relationships with senior level clients to foster a partnership
• Adopts a proactive approach to anticipating internal and external concerns
• Owns the crucial ability to reactively address and remedy current as well as unanticipated situations
• Knowledge of Microsoft Office Products (Word, Excel, Outlook) and possess ability to navigate and use other web-based systems as necessary

Educational & Experience Minimum Requirements

• Bachelor's degree. College/Associate's degree.
• FCMG and Agency/Client Service a plus.
• Experience Managing complex accounts.
• Experience managing a strategic team of Regional or National customers.
• Excellent written and oral communication skills.
• Demonstrated ability to resolve issues and drive continuous improvement.
• Proficiency in Microsoft Office suite.
• Fluent in English.

Travel Requirements

Travel is required on infrequent basis.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

This is a remote position in the US. We are open to candidates in various states, with the exception of those residing in the following: AK, DC, DE, ME, NH, NM, OK, HI, MS, MT, NV, NE, ND, SD, UT, VT, WY, WV

Bachelors (required)

15 years: Years of relevant industry experience (required)
Demonstrated experience in Strategic Account Management and Customer Relationships (required)
FCMG and Agency/Client Service a plus. (preferred)
Experience Managing complex accounts. (required)
Experience managing a strategic team of Regional or National customers. (required)
Excellent written and oral communication skills. (required)
Demonstrated ability to resolve issues and drive continuous improvement. (required)
Knowledge of Microsoft Office Products (Word, Excel, Outlook) and possess ability to navigate and use other web-based systems as necessary (required)