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Executive Vice President, Head of Client Services
4 weeks ago
We are seeking a seasoned executive to lead our client services team as Executive Vice President, Head of Client Services. This is a hybrid role based in either our New York or San Francisco office locations.
Key Responsibilities- Develop and maintain strong relationships with our top 10 clients, ensuring their continued growth, satisfaction, and partnership.
- Act as the primary contact for senior client stakeholders, addressing their needs and concerns with professionalism and urgency.
- Travel regularly, domestically and globally, to meet clients on-site, attend industry and client events, and foster strong, face-to-face connections.
- Set the standard for client experience and oversee the Client Service team to ensure we consistently deliver or find ways to evolve our model.
- Partner with SVP, Finance and Client Service leaders to ensure projects and retainer accounts meet profitability standards and address any overages proactively.
- Lead a team of 50+, including 5-7 direct reports who oversee their own portfolios and people orgs.
- Partner with Head of People & Culture, North America to support talent planning, development, and career path opportunities, and succession planning for the Client Services team.
- Manage the team to meet business plan goals, which range from revenue to profitability to expanding into new segments to team and client satisfaction targets.
- Play a key role in the North America Executive Team, contributing to the development and execution of the overall business strategy.
- Support global business on cross-border client service-related strategic priorities and initiatives.
- Expand Hotwire's presence and network in the U.S. through thought leadership, events, and speaking opportunities, forging client and partner connections, and involvement in industry associations and partnerships.
- Must be located in one of our two biggest markets - New York or San Francisco.
- Minimum of 14 years of experience with increased responsibility leading on communications and marketing within the tech industry.
- Must have worked in an agency setting, leading a $10M+ portfolio, within the last 5 years. May have also worked in-house for part of their career.
- A strategic thinker who operates with a growth mindset, comfortable challenging the status quo.
- Proven track record of managing senior client relationships and driving client satisfaction and retention.
- Strong leadership skills with the ability to manage and mentor a large, diverse team.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
- Willingness to travel as needed to meet clients and support business objectives.
