Viverae

  • VP, Client Services

    Job Location US-TX-Dallas
    ID
    2018-1983
    Type
    Regular Full-Time
  • Overview

    The Vice President of Client Services drives the efforts to support client implementation and retention in order to exceed client expectations.  This individual leads a group of Senior Account Managers and Account Management teams to provide a high level of proactive service including timely response and follow up.  The Vice President will be responsible for key business metrics such as overall client retention and satisfaction.  In addition, this individual will be responsible for overall client management processes and collaborate with key management peers around providing seamless client service delivery.   The Vice President will also manage account management client assignment and capacity, build training plans, and provide metrics on service KPI’s and productivity.  By collaborating with the CEO, COO, Business Operations Management, and Product Management, this individual will continue to evolve and improve the overall service delivery capabilities of the team.

    Experience must include engaging and meeting with senior executive level client and partner contacts. The ideal candidate must be able to communicate very clearly and effectively in both written and verbal formats, and have past experience presenting to small and large groups.

    Responsibilities

    • Lead team to meet or exceed all department objectives, initiatives and metrics including client retention goals
    • Continuous development and refinement of processes, policies and procedures within Account Management function
    • Ensure a high level of proactive service including timely response and follow up; routine outreach to provide ongoing support and program consultation
    • Manage and continuously improve new client implementation process as well as project management process
    • Proactive collaboration with peer leaders in Service Delivery to ensure seamless client experience
    • Build development and career planning for managers and individual contributors of the Account Management team
    • Support Sales team as needed in finalist presentations
    • Contribute to the expansion of business at existing and new client accounts
    • Occasional travel to client sites required
    • Other duties as assigned

    Qualifications

    • A minimum of 10 years leading customer-facing, service-oriented teams focusing on relationship management across multiple companies
    • Experience in a SAAS environment preferred
    • Experience in healthcare services, benefits consulting, or Human Capital Management preferred
    • Experience with Relationship Management processes for strategic, large, complex accounts
    • Background will include utilizing and driving CRM and CRM best practices across a service delivery organization.
    • Experience in managing new client implementation process and project management
    • Proven track record in successful training and development of staff
    • Exceptional verbal and written communication skills as well as organizational and problem-solving skills
    • High-energy, results-oriented approach to account and project management
    • Ability to handle multiple projects and tasks
    • Strong computer skills (MS Word, Excel, and PowerPoint)
    • Bachelor’s degree in business or related field required
    • MA/MS/MBA degree or equivalent in relevant field preferred

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