VP, Client Success

Job Description

Job Description

As the VP of Client Success, you lead the overall implementation, strategic development and success of the Department including Client Services and Account Strategy. As a member of the Executive Team, you will assist in the overall strategic agency growth.

You will be responsible for strategic oversight to the agency's key clients with an emphasis towards product execution and utilization, and revenue growth. You provide mentorship and training to others throughout the agency and implement best practices to the Client Services and Account Strategy team members to enhance efficiency, productivity, and client satisfaction. You leverage industry knowledge and product solutions to cultivate relationships with C-Level leaders and business counterparts.

Success measurement will be factors such as, but not limited to, client satisfaction, revenue retention, and new revenue growth existing client portfolio.

Job Expectations

• Manage the CS Leads, and guide each team to provide proactive communication, excellent service, and revenue growth to the agency's existing clients
• Provide strategic oversight to a desk of clients that is primarily comprised of top tiered accounts
• Direct support for Executive check-ins and escalation support on top tiered clients
• Oversee the agency's client on-boarding and transition process, including best practice implementation
• Develop best practice client communication touch point strategy to ensure client satisfaction and leverage executive resources to strengthen agency relationships
• Help cultivate and grow relationships with Executive-Level leaders and business counterparts
• Lead the development and utilization of Pulse Reporting by focusing on the productivity and growth of the agency's top tiered accounts
• Maintain and provide internal executive reporting for department success measurement
• Establish and implement client satisfaction metrics for on-going measurement of Client Services and Account Strategy teams effectiveness
• Accountable to a deep understanding of agency and client financial management practices and responsible for department Profit and Loss and Budgeting Communicate
• Leverage agency best practices and solutions to support agency growth in new and existing industries
• Assist the development of strategic team evaluation and recruiting efforts to establish effective resource planning model

Job Qualifications

• Demonstrable success in leading and managing significant account growth and retention for clients
• Demonstrates passion for developing, growing, and sustaining revenue relationships with clients
• Exemplary written and verbal communication skills
• Excellent presentation skills and presentation development skills
• A proven track record of the ability to prioritize, organize, and multi-task in a flexible and face paced environment to effectively meet deadlines
• Strategic and creative thinking when solving problems
• Demonstrate an understanding of Search Engine Optimization, Social Media Marketing, Paid Media, Web Design + Development, and Lead Generation
• Demonstrated proficient skills in Google Suite and Microsoft Office
• Strong working knowledge of CRM and task management tools

Required Experience

• Bachelor's Degree in Marketing, Business, or another related field
• 10+ years of large account management, client service, or similar roles
• Digital Marketing, Advertising, or media industry experience