Vice President of Client Services

Summary

Join Future B2B as the Vice President of Client Service, leading a team responsible for 2,000+ clients across 15 industries. You will spearhead client satisfaction, retention, and growth strategies across various offerings, including media, custom solutions, and events. This role involves developing and implementing a seamless customer journey, collaborating with sales and delivery teams, and establishing key performance indicators. You will also work with product and technology teams to ensure client feedback informs product development. The position requires 15+ years of experience in client services and B2B media, along with expertise in managing diverse client portfolios and various service offerings. This remote-based role offers a competitive salary, uncapped leave, profit sharing, referral bonuses, and wellbeing support.

Requirements

• 15+ years of experience in client services and B2B media
• Experience managing a large client base across multiple industries
• Expertise in managing media, custom solutions, live/virtual events, and demand generation services
• Experience creating strategies that deliver client retention and satisfaction
• Experience managing a client services organization serving a diverse customer base from niche market leaders to enterprise multinational corporations
• Leadership: Works to develop client service teams
• Strategy: Able to design comprehensive client engagement and retention strategies aligned with business metrics
• Collaboration: Works to deliver seamless customer experiences and align product development with client feedback
• Problem-Solving: Can handle escalations and provide impactful solutions
• Analysis: Proficient in data-driven decision-making to monitor client health and success
• Bachelor's Degree required, MBA ideal
• Knowledge of B2B media products and services
• Experience working across multiple departments and teams
• Experience managing executive partners
• Experience with Salesforce, Tableau, Looker, GAM and ad serving technologies, Asana and project management tools

Responsibilities

• Lead the global B2B client services department, ensuring outstanding service delivery across products
• Reimagine and lead strategy for the Client Services department, focusing on important projects for retention and account-based growth
• Develop and implement a seamless and integrated customer journey, including onboarding, engagement throughout delivery, satisfaction, retention, and growth
• Work with Sales, Operations, and Delivery leaders to design and implement account-based growth strategies across 15 markets
• Establish client success metrics (adoption, satisfaction, upsell) while 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 primary products, while looking for opportunities to create new value for clients
• Work with Product and Technology teams to ensure the voice of the customer informs the product roadmap and helps provide world-class solutions

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 Programs
• Opportunity to purchase shares in Future, with our Share Incentive Plan