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Senior Vice President of Client Engagement

2 months ago

Jacksonville, Florida, United States Greenshades Software Full time
Job Overview

The Senior Vice President (SVP) of Client Engagement will play a crucial role within the executive leadership team, managing both the Client Services and Implementation divisions. This position is tasked with guaranteeing smooth client onboarding, exceptional service delivery, and sustained client satisfaction and loyalty. The successful candidate will be a proactive leader with a solid history in client relations, project oversight, and strategic development within a B2B context, ideally in the payroll or HR services sector.


Key ResponsibilitiesStrategic Direction
  • Formulate and execute a cohesive strategic plan that aligns Client Services with Implementation processes, ensuring a unified and efficient client journey from onboarding to ongoing account management.
  • Partner with senior executives to establish and monitor key performance indicators (KPIs) across both areas, fostering continuous enhancement in client satisfaction, retention, and service quality.
  • Lead the creation and implementation of best practices, standard operating procedures (SOPs), and training initiatives across both teams to guarantee consistency, scalability, and excellence in service delivery.
  • Identify and leverage market opportunities, competitive challenges, and avenues for business expansion, providing strategic insights to the executive team.
  • Represent the organization at industry gatherings, conferences, and forums, demonstrating expertise and thought leadership in client services and implementation.
Operational Management
  • Oversee the operations of both the Client Services and Implementation departments, ensuring effective resource distribution, workload management, and performance evaluation.
  • Drive operational coherence between Client Services and Implementation, ensuring a smooth transition from client onboarding to ongoing account management.
  • Manage relationships with key clients and strategic partners, ensuring prompt 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 Enhancement and Innovation
  • Continuously assess and refine processes across both Client Services and Implementation to boost efficiency, scalability, and client satisfaction.
  • Utilize data and industry best practices to pinpoint opportunities for process optimization and innovation, driving ongoing improvement across all client-facing functions.
  • Implement and track KPIs, project milestones, and other critical metrics, taking corrective actions as necessary to ensure successful outcomes and alignment with organizational goals.
Financial Oversight
  • Develop and oversee consolidated budgets for both Client Services and Implementation, ensuring the effective allocation of resources and alignment with organizational financial objectives.
  • Monitor financial performance metrics across both functions, making data-driven decisions to enhance efficiency, reduce costs, and promote business growth.
  • Oversee forecasting and financial planning for both departments, ensuring that financial targets are achieved or surpassed.
Team Leadership and Development
  • Lead and mentor the Director of Client 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.
  • Encourage 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 role presents an opportunity to influence the future of client services and implementation within the organization, ensuring that the company delivers exceptional value and service to its clients while driving growth and operational excellence.


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