VP Client Engagement

Overview

The focus of the VP, Client Engagement is to develop and execute against growth, renewal and retention strategies on their customers within the top customer tier. The VP Client Engagement is accountable for the coordination and transparency needed to drive a successful, multi-pronged growth and retention strategy as well as a multi-level relationship engagement across the customer leadership team.

Responsibilities

• Develop, foster, and maintain relationships with customer accounts.
• Liaison between company and client or prospect. Serves as the client’s advocate, including monitoring and supporting all activity and managing problem resolution, escalating customer issues quickly, if necessary. Responsible for managing, tracking, and closing all client issues.
• May include relationship management of customers in the Top 40 category, as defined by revenue, product mix, and strategic elements.
• Ensure effective communication with clients regarding new edits and system issues and upgrades. Communicate any client needs/ideas for future development to meet client's requirements and expectations.
• Review client data to manage and monitor edit savings and identify potential problems with overrides, revenue or invoicing.
• Enter and maintain assigned customer records in the Customer Relationship Management (CRM) database as required.
• Travel to clients and prospective clients, as required, to strategically manage client relationships and optimize use of core service offerings. This role requires a proactive approach to monitoring client needs and actively soliciting requests for additional services and improvements to current services, when appropriate. Responsible for ensuring customer satisfaction by resolving issues quickly and creatively.
• Interact with operations and marketing/sales to communicate notable client trends to keep company communications closely aligned with changing client issues, requirements, and attitudes.
• Synthesize and articulate key findings as appropriate for operations, sales, finance, product development, and executive audiences using sound financial and market analysis. Proactively present strategic recommendations.
• Work closely with sales, operations and management to ensure on-going customer satisfaction. Team with sales executives to identify sales opportunities and provide support.
• Report weekly to SVP, Client Engagement on overall client satisfaction levels, new client issues, unresolved client matters, and customer requested needs.
• Assist with various marketing efforts, including attending tradeshows/conferences, participating in webinars, and responding to RFPs.
• Department responsibilities also include creating and financial forecasts to support corporate and finance initiatives.

Qualifications

• B.S. or M.B.A. in Business Administration or a related degree is required. 
• Strong working knowledge of …