VP Client Services

VP Client Services

The VP Client Services is responsible for leading Managed Service Programs (MSP) to maximize revenue, profitability, client satisfaction, supplier satisfaction, and program compliance. Develops and implements strategies and provides leadership. Analyzes and interprets results and determines actions required to maintain and develop relationships with qualified customers. Provides consultation regarding complex business issues to colleagues throughout the organization. The VP Client Services is a strategic leader responsible for driving high-volume revenue initiatives while overseeing large-scale spend under management programs to ensure operational efficiency and client value.

Responsible for a portfolio of clients, delivering a multitude of products (ie: staff augmentation, services procurement, etc), with teams in multiple countries or regions. Team size will vary but ideally will be greater than 30 colleagues. Responsible for managing high volume revenue.

BUSINESS KPIs:
Operational oversight of program Management of Program P&L, team performance, meeting target NPS scores and client KPIs, client stakeholder management, Adecco/TAG Wallet share - specifically:
Spend Under Management / Revenue / SG&A cost / DC / EBITDA.

GENERAL RESPONSIBILITIES:

Develops and implements business plans and strategies to enhance invaluable client relationships. Leads the client relationship team to expand existing client relationships, improve client satisfaction, strengthen client commitment, ensure client retention and Statement of Work (SOW) compliance, and increase account revenue. Creates and manages key matrix at all levels to ensure regular communication with all key stakeholders and senior management. Identifies and closes any gaps or issues preventing clients from agreeing to be reference clients.

Ensures requisitions are filled as early as possible to achieve spend management targets. Demonstrates subject matter expertise in the sales process. Manages successful transitions between key business partners and teams to ensure high quality while reducing cost of sales. Creates a pipeline of internal and external recruits to fulfill client resource demand that is aligned with sales forecasts; ensures strategies are in place to fill future client demand and develop talent.

Develops and mentors high performing relationship managers while supporting overall talent development. Finalizes team organizational structure, goals and targets for upcoming fiscal year and develops and utilizes account planning approach. Conducts stakeholder mapping efforts to manage appropriate relationships

Secures thought leadership, speaking and publishing opportunities for Program Management execution and best practices. Participates in special projects and performs other duties as assigned

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelor's degree with a minimum of ten (10) years of relationship management experience, including a minimum of four (4) years of supervisory experience; or equivalent combination of post high school education and experience.
• Ability and willingness to travel is required.

KNOWLEDGE, SKILLS & ABILITIES:
Skilled in communicating effectively verbally and in writing, including excellent presentation skills and report writing. Ability to establish and maintain effective working relationships. Skilled in negotiating and amending contracts, description of services, Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Ability to effectively manage finances, including budgets and P&Ls. Ability to take an innovative approach to resolving client and internal issues in order to create the most cost-effective, deliverable solutions.

Ability to strategically plan and serve as a catalyst for organizational change, cultivate a shared vision with others, and motivate others to transfer vision into action. Knowledge of and the ability to lead client facing business reviews and facilitate program improvement workshops. Knowledge of and the ability to strategically align tasks and people with organizational goals and objectives. Proficiency with Microsoft Access, Visio and Project is preferred.

Proficient with Microsoft Office products, such as Word, Excel, PowerPoint and Outlook

It's an exciting time to be part of our team. We're proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You'll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That's why we give you the autonomy and support you need to work in the way that makes you most productive,…