Vice President - Client Success And Client Relationship Management - San Francisco, Ca

Greetings everyone,

I hope you are staying safe. We are hiring a Vice President - Client Success and Client Relationship Management to join our Digital Engineering team.

Who are we?

For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernization. For a brief 1 minute video about us, you can check https://youtu.be/uJWBWQZEA6o.

Vice President - Client Success and Client Relationship Management

Location: San Francisco, CA

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Position Overview: As the Vice President of Client Success and Client Relationship Management, you will play a critical role in ensuring the satisfaction, retention, and growth of our client base. You will lead a team responsible for building and maintaining strong relationships with our clients, driving their success, and maximizing their value from our products or services. Your strategic vision, exceptional leadership skills, and customer-centric mindset will be vital in achieving our company's goals.

Responsibilities:

• Team Leadership: Build and lead a high-performing team of client success managers, relationship managers, and other client-facing professionals. Provide guidance, mentorship, and support to ensure the team's success in delivering exceptional client experiences.
• Client Success Strategy: Develop and implement a comprehensive client success strategy aligned with the company's overall objectives. Define key metrics and performance indicators to measure and drive client satisfaction, retention, and growth.
• Collaboration and Communication: Foster effective collaboration and communication across cross-functional teams, including Sales, Marketing, Product Development, and Customer Support. Ensure a seamless client experience throughout their lifecycle.
• Client Relationship Management: Oversee and nurture relationships with key clients, acting as a trusted advisor and strategic partner. Collaborate with clients to understand their business objectives and ensure our products or services meet their needs effectively.
• Customer Feedback and Insights: Gather feedback from clients, analyze their needs and preferences, and leverage insights to enhance our offerings and improve the client experience. Advocate for clients' interests internally, ensuring their voices are heard and acted upon.
• Client Retention and Expansion: Develop and implement strategies to improve client retention rates and maximize client lifetime value. Identify opportunities for contract renewals, upselling, and expansion of our services to drive revenue growth.
• Customer Success Initiatives: Develop and execute initiatives to drive customer success and increase client engagement. Identify opportunities for upselling, cross-selling, and expanding our products or services within the client base.
• Performance Measurement and Reporting: Establish metrics and reporting mechanisms to track the team's performance and the overall health of client relationships. Regularly provide executive-level reports and insights to inform business decisions.

Qualifications:

• Strategic Thinking: Ability to develop and execute strategic plans, set goals, and prioritize initiatives to achieve business objectives. Strong analytical and problem-solving skills to identify opportunities and overcome challenges.
• Education: Bachelor's degree in business administration, marketing, or a related field. A master's degree or MBA is a plus.
• Customer Focus: Deep understanding of customer success principles and a passion for delivering outstanding client experiences. Ability to empathize with clients, understand their needs, and advocate for their interests within the organization.
• Leadership Skills: Exceptional leadership and people management abilities. Experience in building and motivating high-performing teams. Effective at fostering collaboration, developing talent, and driving a customer-centric culture.
• Business Acumen: Solid business acumen with the ability to understand clients' industries, market trends, and competitive landscapes. Experience in leveraging customer insights to inform product or service improvements and business strategies.
• Communication and Influence: Excellent verbal and written communication skills. Strong negotiation and influencing abilities to navigate complex client relationships and drive desired outcomes.
• Results Orientation: Track record of achieving and exceeding targets, both in terms of client satisfaction and revenue growth. Ability to effectively manage resources and budgets to optimize outcomes.
• Experience: Proven experience in a senior leadership role within client success, account management, or customer relationship management, preferably in a technology or software company. Demonstrated success in driving client satisfaction, retention, and revenue growth.

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