VP Client Services

VP Client Services

The VP Client Services is responsible for leading Managed Service Programs (MSP) to maximize revenue, profitability, client satisfaction, supplier satisfaction, and program compliance. Develops and implements strategies and provides leadership. Analyzes and interprets results and determines actions required to maintain and develop relationships with qualified customers. Provides consultation regarding complex business issues to colleagues throughout the organization.

General Responsibilities:

• Develops and implements business plans and strategies to enhance invaluable client relationships.
• Leads the client relationship team to expand existing client relationships, improve client satisfaction, strengthen client commitment, ensure client retention and Statement of Work (SOW) compliance, and increase account revenue.
• Creates and manages key matrix at all levels to ensure regular communication with all key stakeholders and senior management.
• Identifies and closes any gaps or issues preventing clients from agreeing to be reference clients.
• Ensures requisitions are filled as early as possible to achieve spend management targets.
• Demonstrates subject matter expertise in the sales process.
• Manages successful transitions between key business partners and teams to ensure high quality while reducing cost of sales.
• Creates a pipeline of internal and external recruits to fulfill client resource demand that is aligned with sales forecasts; ensures strategies are in place to fill future client demand and develop talent.
• Develops and mentors high performing relationship managers while supporting overall talent development.
• Finalizes team organizational structure, goals, and targets for upcoming fiscal year and develops and utilizes account planning approach.
• Conducts stakeholder mapping efforts to manage appropriate relationships.
• Secures thought leadership, speaking and publishing opportunities for Program Management execution and best practices.
• Participates in special projects and performs other duties as assigned.

About You:

• Skilled in communicating effectively verbally and in writing, including excellent presentation skills and report writing.
• Ability to establish and maintain effective working relationships.
• Skilled in negotiating and amending contracts, description of services, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Ability to effectively manage finances, including budgets and P&Ls.
• Ability to take an innovative approach to resolving client and internal issues in order to create the most cost-effective, deliverable solutions.
• Ability to strategically plan and serve as a catalyst for organizational change, cultivate a shared vision with others, and motivate others to transfer vision into action.
• Knowledge of and the ability to lead client facing business reviews and facilitate program improvement workshops.
• Knowledge of and the ability to strategically align tasks and people with organizational goals and objectives.
• Proficiency with Microsoft Access, Visio and Project is preferred.
• Proficient with Microsoft Office products, such as Word, Excel, PowerPoint and Outlook.