VP Client Relationships

Key Responsibilities

• Own proactive relationship management across assigned strategic accounts, agents, dealer groups, and high-priority dealer contacts.
• Establish a regular outbound cadence for priority relationships, including phone calls, check-ins, implementation follow-ups, and post-resolution confirmation calls.
• Ensure customers hear from StoneEagle outside of QBRs, support tickets, renewals, escalations, and sales conversations.
• Identify opportunities to reconnect with key clients and develop a strategy to rebuild momentum.
• Regularly seek out and attend key client meetings with agents, field reps, or dealerships to promote StoneEagle's support for their goals.
• Serve as the customer-facing escalation coordinator for relationship-sensitive issues.
• Capture the customer's actual problem, business impact, urgency, and desired outcome.
• Route issues to the correct internal owner without personally becoming the owner of every technical fix.
• Track escalated issues until there is a clear internal owner, status, next step, and customer-facing follow-up plan.
• Follow up with customers to confirm whether the issue is resolved from their perspective, not just whether StoneEagle internally marked it complete.
• Maintain a hot-list process for aging, high-risk, high-visibility, or repeatedly escalated customer issues.
• Maintain a regular direct-to-CEO meeting cadence until the CEO deems it unnecessary.

Success Measurements

• Achieves 100% follow-through on customer commitments, QBR action items, and customer requests, with no missed or unaddressed items.
• Maintains a documented and consistent contact cadence with every major customer, ensuring proactive engagement across assigned accounts.
• Maintains a reliable customer relationship health scoring model that accurately identifies account risk and relationship strength.
• Demonstrates accuracy of customer health assessments, with customer outcomes aligning to assigned risk levels and relationship scores.
• Improves or sustains customer retention through proactive relationship management, issue follow-up, and consistent customer engagement.
• Consistently delivers successful customer outcomes through accountability, responsiveness, and follow-through rather than activity volume alone.