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VP of Client Services

Company: PR/Marketing /Advertising, New York, NY
Location: New York
Posted on: February 15, 2019

Job Description:

Role

Company is seeking a VP of Client Services who will be responsible for managing a global account management practice and team for both the supply and demand side of the business. This leadership role will focus on high product adoption, client satisfaction, and improved retention. Core responsibilities include developing and implementing processes that positively influence key client business metrics, improving client ticket systems, aligning with cross-functional leaders to drive a company-wide culture of client success, and hiring and coaching a team of direct reports to maximize individual and team performance. This role requires building effective services, programs, and systems that leverage both people and automation to support a wide variety of client sizes and industries.

Responsibilities Provide vision, leadership, and guidance to direct reports; coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved. Establish consistency in the execution of effective service practices; deliver against key client metrics, and continually review and enhance operational performance and strategy. Align with cross-functional stakeholders in Product, Marketing and Sales serving as the CSM Business Partner. Perform essential leadership responsibilities -- meet regularly with each team member to monitor and discuss performance and personal development; drive accountability for key metrics, address performance issues swiftly, identify training and development needs and create plans to implement them; continually identify staffing needs and participate in hiring processes. Design, implement, and track key metrics within Company’s customer service technology solution to analyze performance and identify trends and improvement opportunities; institute a regular communication cadence to inform relevant business partners and stakeholder groups of data and discoveries. Serve as the escalation point for troubleshooting. Participate in new service or compliance roll outs to ensure customer service management and client readiness. Qualifications Minimum of 3 years of Sales and Client relationship experience tied to client retention and growth within the Adtech/Programmatic industry 4-year business degree Proven track record in leading teams through planning and development of strategic processes and efficiencies Demonstrated ability to work in a fast paced, deadline driven environment Expertise in improving and managing services processes and methodologies Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning & organization and judgment Proven track record of reduction in churn and implementing processes to increase customer engagement with systems and automation.

Keywords: PR/Marketing /Advertising, New York, NY, New York , VP of Client Services, Executive , New York, New York

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