Vice President, Client Relationship Management
SPS North America
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Benefits offered by this job
Job summary
SPS North America is seeking a Vice President of Client Relationship Management to lead strategy for top enterprise accounts in New York. You will guide client retention, renewal planning, and revenue growth across service offerings.
Collaboration with Operations, Sales, Finance, and Solutions will be essential to align client priorities with company capabilities. The role emphasizes executive engagement, strategic reviews, and proactive client management to strengthen long-term partnerships and
Qualifications
- Bachelor's degree or equivalent relevant experience required.
- 10+ years of experience in client relationship management or related B2B function.
- Proven track record in enterprise client management, renewals, upsell and revenue growth.
Responsibilities
- Develop and execute client relationship strategies focused on retention and growth.
- Oversee renewal planning and execution for strategic accounts.
- Collaborate with Sales, Solutions, and Operations to develop client solutions and opportunities.
Skills
Education
Tools
Job description
Location: New York, New York, United States
Job Title: Vice President of Client Relationship Management
Reports To: Senior Vice President, Strategic Accounts
The Vice President of Client Relationship Management is responsible for leading the strategy, development, retention, and growth of Company’s existing client relationships. This role provides strategic oversight of key client accounts and the client relationship management function, with a focus on strengthening executive partnerships, driving customer satisfaction, maximizing client lifetime value, securing renewals, and identifying opportunities for revenue growth across Company’s service offerings.
The Vice President serves as a trusted strategic advisor to senior client stakeholders, developing a deep understanding of their business objectives, organizational priorities, and evolving needs. This position partners closely with Operations, Sales, Finance, Solutions, and other internal leaders to align client strategies with business objectives, ensure accountability for client commitments, and identify opportunities to expand Company’spresence within existing accounts.
The role is responsible for developing and executing client relationship strategies, establishing consistent account management practices, monitoring portfolio performance, mitigating retention risks, and driving a proactive, consultative approach to client engagement. The Vice President will also provide leadership, guidance, and performance oversight to client relationship management team members, as applicable, to support sustainable growth, strong client partnerships, and long- term business success.
Develop and execute a comprehensive client relationship management strategy focused on client retention, satisfaction, revenue growth, and long‑term partnership development.
Provide strategic oversight of key enterprise and B2B client relationships, ensuring alignment between client objectives and service capabilities and business priorities.
Build and maintain trusted relationships with executive‑level stakeholders, decision‑makers, and other key client representatives.
Serve as an executive point of contact for strategic accounts, particularly for complex client matters, escalations, commercial discussions, and relationship development.
Develop a thorough understanding of client business models, organizational structures, strategic priorities, industry trends, and evolving service requirements.
Establish a proactive and consultative approach to client engagement that strengthens Company’sposition as a strategic business partner rather than solely a service provider.
Oversee the development and execution of strategic account plans that define relationship priorities, retention strategies, growth opportunities, stakeholder engagement, and long‑term objectives.
Lead or oversee executive business reviews and Quarterly Business Reviews (QBRs), ensuring discussions address business outcomes, service performance, strategic priorities, risks, and opportunities.
Monitor client satisfaction, relationship health, engagement levels, and emerging risks across the client portfolio.
Establish appropriate escalation and client recovery strategies in partnership with Operations and other internal leaders to address significant concerns and protect client relationships.
Represent the client’s interests internally while balancing contractual commitments, operational capabilities, financial considerations, and Company’s broader business objectives.
Identify opportunities to strengthen client loyalty, improve the overall customer experience, and increase the strategic value of Company’s client partnerships.
Own the strategy for client retention and account growth across the assigned portfolio, establishing clear priorities and measurable performance objectives.
Oversee renewal planning and execution for strategic accounts, ensuring timely preparation, stakeholder alignment, commercial readiness, and proactive mitigation of renewal risks.
Develop and execute strategies to expand Company’s relationships within existing clients, including opportunities across additional locations, departments, business units, service lines, and geographic markets.
Identify and advance upsell, cross‑sell, and other expansion opportunities that align with client needs and Company’s capabilities.
Partner with Sales, Solutions, and Operations to develop client‑specific solutions, proposals, Statements of Work (SOWs), service expansions, and commercial opportunities.
Lead or support high‑value renewal discussions, pricing negotiations, contract amendments, and other strategic commercial engagements.
Evaluate account performance and growth potential to prioritize resources and investment toward the most significant retention and expansion opportunities.
Establish and maintain visibility into the client portfolio’s renewal pipeline, expansion opportunities, revenue forecasts, and anticipated commercial activity.
Drive accountability for client retention, renewal rates, revenue growth, account expansion, and other established commercial performance metrics.
Identify opportunities to increase client lifetime value, strengthen recurring revenue, and improve the overall profitability and sustainability of client relationships.
Partner with executive leadership to develop strategies for at‑risk accounts, competitive threats, changing client requirements, and opportunities to deepen Company’s market position within existing customers.
Monitor client and industry trends to anticipate emerging needs and position Company for future service opportunities.
Establish consistent processes, standards, and expectations for client relationship management, including account planning, executive engagement, renewal management, opportunity tracking, and client reporting.
Develop and monitor key performance indicators (KPIs) related to client retention, renewal performance, revenue growth, client satisfaction, account health, and expansion activity.
Analyze portfolio performance, identify trends, and develop action plans to address risks, improve results, and capitalize on growth opportunities.
Maintain executive‑level visibility into client relationship health, renewal timelines, commercial forecasts, account risks, and strategic opportunities.
Establish disciplined account management practices, including accurate CRM documentation, pipeline management, forecasting, account reviews, and commercial activity tracking.
Ensure account strategies and commercial commitments align with contractual obligations, pricing guidelines, service capabilities, and company objectives.
Develop reporting and communication processes that provide leadership with actionable insights into client performance and portfolio trends.
Identify opportunities to improve client relationship management processes, strengthen cross‑functional coordination, and increase consistency across the client portfolio.
Partner with Finance and other relevant stakeholders to evaluate account economics, revenue performance, pricing considerations, and opportunities to improve account value.
Provide recommendations to senior leadership regarding client portfolio priorities, resource allocation, retention strategies, and growth initiatives.
Partner closely with Operations to ensure client expectations, contractual obligations, and service commitments are understood and supported by appropriate operational plans.
Collaborate with Sales, Solutions, Finance, Legal, and other internal teams to align commercial strategies, client solutions, and business priorities.
Serve as a senior liaison between Companyand its clients, ensuring effective communication, timely issue resolution, and alignment on business objectives.
Facilitate cross‑functional planning and accountability for strategic client initiatives, renewals, service expansions, and client‑specific projects.
Work with Operations leadership to evaluate service performance, address recurring concerns, and develop solutions that strengthen client confidence and retention.
Support the development of client‑specific proposals, business cases, pricing strategies, and commercial recommendations.
Ensure internal teams have appropriate visibility into client priorities, commitments, expectations, and emerging business opportunities.
Advocate for client needs while maintaining appropriate commercial discipline and alignment with Company’s operational and financial objectives.
Identify opportunities to leverage Company’sbroader capabilities and service offerings to address client challenges and create additional value.
Support executive‑level client communications and negotiations involving complex service requirements, commercial considerations, or strategic relationship matters.
Provide strategic direction, coaching, and performance oversight to client relationship management team members, as applicable.
Establish clear expectations for client engagement, account planning, commercial discipline, relationship development, and performance accountability.
Develop and promote consistent best practices for managing enterprise relationships, conducting executive business reviews, identifying growth opportunities, and mitigating client retention risks.
Coach team members on executive presence, consultative relationship management, commercial negotiations, account strategy, and client escalation management.
Establish appropriate goals and performance measures for the client relationship management function and monitor progress against established objectives.
Foster a culture of proactive client engagement, accountability, collaboration, continuous improvement, and commercial awareness.
Identify development opportunities and support the growth of client relationship management capabilities across the organization.
Partner with other leaders to align client relationship management priorities with broader company strategies and business objectives.
Support the development and implementation of scalable processes, tools, and practices that improve team effectiveness and portfolio performance.
Demonstrated ability to develop and execute strategic client relationship management initiatives that support retention, account growth, and long‑term business value.
Exceptional executive relationship‑building skills, including the ability to influence senior decision‑makers and establish trusted strategic partnerships.
Strong commercial acumen, with the ability to identify revenue opportunities, evaluate account economics, and drive profitable growth within existing client relationships.
Proven ability to lead complex client negotiations, renewal discussions, commercial escalations, and strategic account planning.
Strong strategic thinking and business judgment, with the ability to balance client objectives, operational requirements, contractual obligations, and financial performance.
Demonstrated ability to assess client portfolio health, identify retention risks, and develop effective mitigation strategies.
Strong leadership, coaching, collaboration, and performance management capabilities.
Ability to influence cross‑functional teams and drive accountability without directly managing every stakeholder involved in client delivery.
Exceptional presentation and communication skills, including the ability to communicate complex business matters clearly to executive audiences.
Strong analytical skills, including the ability to interpret account performance data, revenue forecasts, client feedback, and commercial trends to inform decisions.
Demonstrated ability to establish consistent account management processes, performance standards, and measurable objectives.
Ability to navigate complex organizational structures and build relationships across multiple stakeholder groups, locations, and business units.
Strong problem‑solving, negotiation, conflict‑resolution, and decision‑making skills.
Demonstrated professionalism, discretion, responsiveness, and sound judgment when managing sensitive client and commercial matters.
Ability to manage competing priorities, lead strategic initiatives, and adapt to changing business needs.
Commitment to continuous improvement, customer satisfaction, operational alignment, and sustainable business growth.
Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related field, or equivalent relevant experience.
10+ years of experience in client relationship management, strategic account management, customer success, account management, client services, or a related B2B commercial function.
5+ years of experience in a senior leadership, director‑level, or equivalent strategic role with responsibility for enterprise client relationships, account portfolios, or commercial performance.
Demonstrated success managing and expanding complex B2B client relationships, including enterprise or multi‑site accounts.
Proven track record of driving client retention, contract renewals, upselling, cross‑selling, and revenue growth within existing accounts.
Experience developing and executing strategic account plans, client engagement strategies, renewal plans, and commercial growth initiatives.
Demonstrated experience engaging executive‑level client stakeholders and leading business reviews, strategic planning discussions, and complex commercial negotiations.
Experience managing client portfolios, monitoring performance metrics, developing forecasts, and reporting results to senior leadership.
Proven ability to partner effectively with Operations, Sales, Finance, Solutions, and other cross‑functional teams to achieve client and business objectives.
Experience identifying client risks, managing escalations, and implementing strategies to protect and strengthen important business relationships.
Strong proficiency in CRM systems and account management tools, including pipeline management, opportunity tracking, forecasting, and reporting.
Proficient in Microsoft Office, particularly Outlook, Excel, and PowerPoint.
Excellent analytical, organizational, communication, presentation, and problem‑solving skills.
Ability to work in person in the New York City headquarters offices and travel based on business needs.
Experience in recurring revenue, managed services, technology, workplace services, professional services, business process outsourcing (BPO), staffing, facilities management, or other B2B service environments.
Experience managing strategic relationships with Fortune 500 organizations or other large, complex enterprise clients.
Experience overseeing multi‑site, national, or geographically dispersed client portfolios.
Experience working with senior stakeholders in Procurement, Operations, Facilities, Human Resources, Real Estate, IT, Finance, or other corporate functions.
Experience managing commercial relationships involving multiple service lines, locations, departments, or business units.
Demonstrated success improving client retention, renewal rates, revenue growth, account profitability, and customer satisfaction.
Experience developing executive reporting, strategic account plans, portfolio forecasts, and performance dashboards.
Experience leading or developing client relationship management teams and implementing scalable account management processes.
Experience supporting contract negotiations, pricing strategies, Statements of Work (SOWs), and complex commercial agreements.
Fine and/or gross motor skills, including the ability to grasp, lift, and/or carry objects.
Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
Ability to speak, hear, and communicate in person and virtually.
Ability to work on‑site and off‑site in a professional office or client environment.
Ability to handle conflict and work under deadlines and business demands.
Manual dexterity required for operating office machinery, including computers, printers, copiers, and other essential business equipment.
Ability to talk on the phone and input data simultaneously on a computer.
Ability to lift or move office materials or equipment as needed.
Specific vision abilities required by this job include close vision, distance vision, the ability to adjust focus, and the ability to distinguish differences in color when required by job duties.
The physical demands described are representative of those that must be met to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Some travel is required for this position. Approximately up to 20-40% of the time. Averaged around 25%.
Pay Range is approximately $150k-185k
We appreciate your understanding and thank you for your time!
- Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
- Learning & Development: At our company, we promote a work culture of learning so that you can develop to be the best at what you do.
- We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
- Full‑Time Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
- Part‑Time Benefit Offerings: 401k w/ matching, Entertainment Discounts, & Paid Time Off (if eligible).
Our company offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.
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