Vice President

Summary

Join ROI·DNA as the exceptionally awesome Vice President, Global Client Services! You will oversee complex client services teams, ensuring accounts exceed expectations and drive revenue growth. As a key member of the executive leadership team, you will contribute to business planning and strategy. You will work closely with account managers, strategists, and delivery teams to exceed client expectations and build strong relationships with key stakeholders. You will also focus on improving account management processes and developing team talent. This role requires strong leadership, communication, and problem-solving skills, along with experience in account management and B2B marketing.

Requirements

• 10+ years of experience in Account Management or Client Services, with at least five years in B2B marketing
• Exceptionally strong leadership skills, experience managing a team of 10+, ideally with experience across global teams
• Proven track record in growing and mentoring team members
• High EQ
• Strong account management and organizational skills
• Creative problem-solving skills
• Superb communication skills - verbal and written
• Professional and respectful communication style with clients
• Strong time management skills
• Proven ability to meet tight deadlines and prioritize multiple tasks with changing priorities
• Ability to multitask and focus on multiple projects and details in a fast-paced environment
• Possess a sense of urgency with the ability to make timely and sound decisions under pressure
• Fluent in Google Applications, Asana, MS Office, and Internet marketing tools; adept at learning other software platforms

Responsibilities

• Build deep, trusting client relationships and employ a consultative approach across the team to ensure high levels of client satisfaction and retention
• Serve as exec sponsor with select clients
• Identify opportunities to expand revenue with existing clients through new services, including ROI·DNA AI Lab products
• Oversee the Client Services and Resourcing/Operations team, growing individuals and fostering a culture of collaboration both in-region and across our regional teams
• Monitor account metrics and KPIs, providing regular performance management to leadership. Identify trends and areas for improvement to optimize account management activity and processes
• Enable account-level profitability and operational excellence via data-driven resourcing management and efficient planning
• Be a key member of our senior leadership team and partner with other leaders cross-functionally to ensure the account management team is able to effectively support all service delivery teams
• Work seamlessly across all agency groups and collaborate globally with Hotwire
• Drive the transformation of the Client Services team into client experience and growth leaders
• Understand client business goals, KPIs, dynamics, and ecosystem; lead the CS team in generating solutions to work within a client’s ecosystem and reach goals
• Enable the client relationships
• Measure and reduce churn rate. Enable and coach the team in building strong client relationships that lead to strong retention (80%+ for retainer clients) and expansion (40%+ of project-based clients sign for additional projects or retainer)
• Ensure the client team operates from a shared vision of client management and consultation
• Ensure the team has the right systems, checkpoints, and escalations to retain our clients
• Anticipate client flags and train the team on how to avoid potential pitfalls and how to manage problems when they arise, being the escalation contact for client issues the team has a difficult time managing
• Drive efficient resourcing, ensuring planned, utilized and scoped time against projects and deliverables are accurate, and that inconsistencies are addressed and improved for the future
• Partner with Growth team to identify and act on sales opportunities within existing accounts and support handoff of new clients to Client Services team
• Train account team to develop skills to uncover and pursue client growth opportunities
• Partner with functional leaders to build accurate SOWs
• Ensure account budgets are managed well, maintaining minimal over-service and that any overages are flagged to Finance proactively, with a plan to recover spend
• Partner with finance to build reporting capabilities that support budget management and work with teams to understand data and budget performance trends
• Lead Client Services and Resourcing/Operations teams comprising personnel at varying levels
• Develop team members through role clarity and growth plans
• Proactively address and manage performance challenges
• Manage team billability and utilization to targets
• Oversee contractor resources, as needed
• Serve as a member of the executive and global leadership teams, contributing to business planning, strategy and execution
• Improve cross-team collaboration and trust by gaining buy-in from other ROI·DNA teams, and ensuring the Client Services team is able to deliver in support of internal team needs and client expectations
• Work with cross-functional leaders to develop new or expanded service offerings or SOWs

Benefits

• 100% remote
• Medical, Dental, Vision, Pre-tax medical & dependent care FSAs
• 401(k) matching program
• Flexible Time Off
• Up to 12 weeks of Parental leave
• Monthly stipends for wellness, mobile, and at-home WiFi use
• Quarterly volunteer hours
• Company-paid certifications
• Performance reviews, opportunities for feedback, and 1x1s with anyone you want, whenever you want
• 100% remote work environment
• Opportunity to work with a dynamic and inclusive team
• Professional development and growth opportunities