Vice President of Client Service - B2B
November 28
🇺🇸 United States – Remote
💵 $165k - $185k / year
⏰ Full Time
🔴 Lead
📁 Client Services
🦅 H1B Visa Sponsor
Description
• Lead the global B2B client services department, ensuring outstanding service delivery across product lines. • Reimagine and drive strategy for the Client Services department, focusing on key business initiatives, ensuring operations align with organisational goals. • Develop and implement a seamless and integrated customer journey, including onboarding, engagement throughout delivery, satisfaction, retention, and growth. • Lead cross functional work with Sales, Operations, and Delivery leaders to design and implement account-based growth strategies • Establish consistent client success metrics (adoption, satisfaction, upsell) while proactively identifying and addressing high-risk customers. • Collaborate with sales and delivery teams to develop techniques for delivering on-time and within-budget solutions, increasing efficiency and satisfaction. • Partner with peer leaders to resolve client-blocking issues and manage relationships at the executive level. • Develop best practices for core products, while seeking opportunities to drive new value for clients. • Work with Product and Technology teams to ensure the voice of the customer informs the product roadmap and helps deliver world-class solutions.
Requirements
• 15+ years of experience in client services and B2B media • Bachelor’s Degree required, MBA • Experience managing a large client base across multiple industries. • Expertise in managing media, custom solutions, live/virtual events, and demand generation services. • Experience executing strategies that drive client retention and satisfaction. • Experience managing a client services organisation serving a diverse customer base from SMB niche market leaders to enterprise multinational corporations • Knowledge of B2B media products and services • Experience working across multiple departments and teams • Experience managing senior stakeholders • Experience with Salesforce, Tableau, Looker, GAM and ad serving technologies, Asana and project management tools
Benefits
• Uncapped leave, because we trust you to manage your workload and time • When we hit our targets, enjoy a share of our profits with a bonus • Refer a friend and get rewarded when they join Future • Wellbeing support with access to our Colleague Assistant Programmes • Opportunity to purchase shares in Future, with our Share Incentive Plan • ... Plus more great perks based on your location
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