Vice President, Client Success

Summary

Join our team as the highly experienced and detail-oriented Vice President of Client Success! This critical role ensures seamless client migrations and manages escalations for PEO/payroll channel partners. You will evaluate client materials, develop processes, and address system gaps for continuous improvement. As a member of the Leadership Team, you will demonstrate problem-solving skills, implement processes, identify friction points, and diplomatically address them for business improvement. The VP will also collaborate with leadership to proactively resolve potential client issues and utilize a strengths-based approach to improve organizational processes. This position offers competitive salary, bonus potential, and commissions.

Requirements

• Track record of success in a cross functional space
• Must have a proven track record of leading people
• Proven experience in account management and implementations, preferably within the PEO/payroll industry/large enterprise
• Strong detail orientation and ability to thoughtfully address organizational gaps
• Excellent communication and presentation skills
• Ability to manage and direct resources effectively
• Experience in process development and documentation
• Strong understanding of organizational strengths and ability to leverage them for continuous improvement

Responsibilities

• Evaluate client-facing presentation materials, including monthly/quarterly reports, ensuring high-quality design and messaging
• Assess and manage response and escalation issues from Customer Service through Account Management
• Evaluate and address client requests and related escalation issues
• Develop and document processes for implementation and PEO/payroll channel/large enterprise partner activation
• Identify gaps within current systems, assign and direct resources to address these gaps, and document all processes to ensure accountability
• Collaborate with leadership to proactively resolve potential issues for clients
• Utilize a strengths-based approach to continuously improve organizational processes

Benefits

• Competitive salary
• Bonus potential at 20% tied to company KPIs
• Commissions incentive tied to revenue growth in existing portfolio and acquisition/implementation of new clients
• 401(k) with company match
• Paid parental leave
• Generous PTO and holiday schedule