Position Overview
The Vice President (VP) of Client Success will serve as a pivotal member of the executive leadership team, overseeing both the Managed and Account Services and Implementation functions. This role is responsible for ensuring seamless client onboarding, high-quality service delivery, and ongoing client satisfaction and retention. The ideal candidate will be a dynamic leader with a proven track record in client services, project management, and strategic planning within a B2B environment, preferably in the payroll or HR services industry.
Key Responsibilities
Strategic Leadership
- Develop and implement a unified strategic vision that integrates Managed and Account Services with Implementation processes, ensuring a seamless and cohesive client experience from onboarding through ongoing account management.
- Collaborate with senior leadership to define and track key performance indicators (KPIs) across both functions, driving continuous improvement in client satisfaction, retention, and service delivery.
- Lead the development and execution of best practices, standard operating procedures (SOPs), and training programs across both teams to ensure consistency, scalability, and excellence in service delivery.
- Identify and capitalize on market opportunities, competitive threats, and areas for business growth, providing strategic guidance to executive leadership.
- Represent the company at industry events, conferences, and forums, showcasing expertise and thought leadership in client services and implementation.
Operational Oversight
- Oversee operations of both the Managed and Account Services and Implementation departments, ensuring efficient resource allocation, workload management, and performance monitoring.
- Drive operational alignment between Managed and Account Services and Implementation, ensuring a seamless transition from client onboarding to ongoing account management.
- Manage relationships with key clients and strategic partners, ensuring timely resolution of escalated issues or concerns that arise during or after the implementation phase.
- Collaborate with cross-functional teams, including sales, product development, and customer support, to ensure alignment on client needs, service offerings, and business strategies.
Process Improvement and Innovation
- Continuously evaluate and enhance processes across both Managed and Account Services and Implementation to improve efficiency, scalability, and client satisfaction.
- Leverage data and industry best practices to identify opportunities for process optimization and innovation, driving continuous improvement across all client-facing functions.
- Implement and monitor KPIs, project milestones, and other key metrics, taking corrective actions as necessary to ensure successful outcomes and alignment with company goals.
Financial Management
- Develop and manage consolidated budgets for both Managed and Account Services and Implementation, ensuring the efficient allocation of resources and alignment with company financial goals.
- Monitor financial performance metrics across both functions, making data-driven decisions to improve efficiency, reduce costs, and drive business growth.
- Oversee forecasting and financial planning for both departments, ensuring that financial targets are met or exceeded.
Team Leadership and Development
- Lead and mentor the Director of Managed and Account Services and the implementation team, fostering a culture of collaboration, accountability, and continuous learning.
- Build and nurture high-performing teams, providing coaching, guidance, and development opportunities to support professional growth and career advancement.
- Foster a culture of accountability, continuous learning, and innovation within the teams, driving engagement and performance across all levels.
Qualifications
- Bachelor’s degree in business administration, management, or a related field; master’s degree preferred.
- Minimum of 10 years of experience in client services, project management, or implementation roles, with at least 5 years in a leadership or executive position.
- Proven track record of driving client satisfaction, retention, and growth in a B2B environment, preferably within the payroll or HR services industry.
- Strong leadership skills with the ability to inspire and motivate cross-functional teams, build consensus, and drive change.
- Excellent communication and interpersonal skills, with the ability to interact effectively with clients, internal stakeholders, and executive leadership.
- Strategic thinker with a deep understanding of market dynamics, competitive landscape, and emerging trends in the industry.
- Highly analytical and data-driven, with the ability to translate complex information into actionable insights and recommendations.
- Demonstrated ability to manage multiple projects and priorities simultaneously, and to adapt to changing business needs and priorities.
- Experience managing budgets and financial performance, with a focus on operational efficiency and business growth.
- Experience in the payroll, HR, or tax industry is a plus.
This position offers the opportunity to shape the future of client services and implementation within the company, ensuring that the organization delivers exceptional value and service to its clients while driving growth and operational excellenceThis is a remote position.
