Vice President, Client Success (VPCS)

We are seeking a Vice President of Client Success (VPCS)!

Duties And Responsibilities‍

• Leads a team of client-facing relationship owners focuses on building trust, inspiring engagement, and enhancing both value and experience with AmplifAI’s solutions  
• Maintains a portfolio of existing clients as well as launches new clients
• Defines business objectives and develops strategic directions for team’s success
• Supports and develops team members with existing clients in project management, conducting client meetings, providing end-user product support and education
• Supports and develops team members with new clients in launch and rollout processes 
• Ensures team members use prescribed CS tools, templates, and procedures to manage clients
• Assists team members in preparation of both internal and client-facing business reviews
• Confirms team members document client’s achievements through milestones, progress, successes, and opportunities 
• Communicates project updates and results with executives 
• Ensures product satisfaction and return on investment while enhancing customer experience
• Ensures team advocates for customers, giving voice to their feedback while also advocating AmplifAI’s brand, articulating value, and continuously working to demonstrate ROI
• Holds overall responsibility for client retention and growth
• Verifies monthly billing details based on Agreements 
• Conducts Team Meetings and individual monthly 1-1’s 
• Ensures the competency of Client Services processes and procedures through continual evaluation and development of both tools and team members 
• Supports organizational growth by providing strategic input to the CS practice area 
• Collaborates with Executive Leadership to develop goals and growth strategies

Skills 

• Must have management level experience with the proven ability to succeed
• Exceptional communication and relationship building skills
• Passionate and confident; Team player with strong interpersonal skills 
• Analytical thinker with excellent quantitative and superior problem-solving skills
• Proven ability in compiling and analyzing data to identify successes and opportunities 
• Ability to engage decision makers, network accordingly, and present to executives
• Ability to cultivate new business opportunities; ask for other POCs, referrals, etc. 
• Detail-oriented and comfortable with a fast-paced, high-pressure environment
• Entrepreneurial spirit with high level of determination

Qualifications

• 5 years of experience as a leader in client services
• 5 years or more experience managing Operations in a BPO or call center environment
• Proficient in Microsoft Office applications (MS Word, PowerPoint, Excel)
• Bachelor’s degree in Business or related field required (Masters preferred)
• Some travel may be required

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