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Vice President of Client Relations

2 months ago

San Francisco, California, United States Coveo Full time
Position Overview

Are you passionate about driving client success? Take the lead in our account management division, transforming customer relationships with innovative solutions.

As a pivotal figure in our Customer Account Management organization, your primary objective will be to guide our team in surpassing targets for growth and client retention. You will establish and nurture executive-level partnerships with major enterprises, ensuring successful business outcomes for our clientele.

Key Responsibilities:

  • Develop, lead, and oversee a team of Account Managers, implementing a comprehensive account management strategy that includes white space analysis and growth initiatives through upselling and strategic account development.
  • Foster and sustain robust relationships with key clients to ensure retention and promote a collaborative, results-oriented team culture.
  • Continuously enhance the Account Management team's capabilities by exemplifying best practices in Account Planning, Opportunity Planning, MEDDPICC, and Executive Selling. Guide the team in portfolio management and prioritization, focusing on creating long-term value for our clients.
  • Monitor team performance across key metrics such as GRR, NRR, and pipeline development. Encourage sales activities, track outcomes, and lead regular forecast and pipeline review sessions.
  • Collaborate closely with cross-functional teams and the Executive team, including Customer Success, Subscription Renewal, Solution Engineering, Professional Services, and Legal.

Qualifications:

You are a dynamic leader who excels in a fast-paced environment and is motivated to make a significant impact. You aspire to cultivate a high-performing team with a strong sales orientation while promoting a culture of excellence.

Joining a company that prioritizes innovation and customer-centricity is essential to you. Your background includes experience in a growth-oriented organization, equipping you with the skills to navigate challenges and leverage resources effectively. You embody humility, collaboration, curiosity, creativity, and above all, passion.

Desired Skills:

  • Over 10 years of experience in enterprise customer relationship management and quota-bearing roles, with a proven history of achieving quota and retention targets.
  • At least 7 years of experience in people management, demonstrating values-driven leadership and the ability to build high-impact, integrity-focused teams.
  • Experience in managing and closing complex sales cycles with demanding Fortune 1000 clients.
  • Strong grasp of the AI industry and its market dynamics.
  • Strategic mindset with the ability to analyze data and make informed, data-driven decisions.
  • Prior experience in recruiting and developing an account management or related team.

What Sets You Apart:

  • A proven track record of implementing programs that achieve leading GRR and NRR.
  • Experience with Account Planning, Opportunity Planning, and MEDDPICC methodologies.
  • Experience in establishing Customer Advisory Boards, User Communities, and other customer engagement initiatives.
  • Deep expertise in Commerce, Customer Service, and Generative AI.
  • Advanced degrees and relevant certifications.

If this resonates with you, we encourage you to share your resumé and demonstrate why you are an essential addition to our team.