VP, Client Services

The VP of Client Services at ArrowStream will guide the Account Management and Customer Success teams to penetrate additional opportunities within the existing client base and deepen relationships to ensure client longevity. Key responsibilities include:

1. Mentor and develop direct reports and all account management team to ensure best client and account manager experience.
2. Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
3. Foster a collaborative and supportive team environment, promoting knowledge sharing and cross-functional collaboration.
4. Coordinate and schedule team trainings around account maintenance and upselling.
5. Conduct on-going meetings and calls to communicate frequently with Management and Account Management teams on updates, information, concerns, and opportunities.
6. Ensure all internal systems and databases are up-to-date with client information, all potential and current client/lead information.
7. Focus on career development for all Account Management team members.

• Develop and maintain long-term relationships with key clients, understanding their business goals and identifying opportunities for account growth.
• Address client concerns and proactively resolve issues to maintain high levels of client retention and loyalty.
• Proactively anticipate needs of AS clients and identify any potential issues. Create recommendations and facilitate action for resolution with the appropriate brands.
• Review client data and work with Client Operations and Manufacturer Relations teams in driving additional revenue through direct manufacturers programs and optimizations.
• Create client engagement opportunities specific to AS accounts.

Key responsibilities also include:

• Collaborate with Account Management leadership to develop strategic account plans aligned with objectives.
• Work closely with the account management team to develop and execute cross-sell strategies and initiatives.
• Conduct regular account reviews to evaluate performance, identify areas for improvement, and develop action plans.
• Monitor market trends, industry developments, and competitor activities to identify potential risks or opportunities for the company.
• Represent AS at client and industry conferences and client events.

Additionally, the VP of Client Services will:

• Act as a liaison between BEP brands and AS Account Management, developing campaigns and ensuring alignment of goals and expectations.
• Develop training and incentive programs for Account Management around these goals.
• Ensure that all AS Account Managers have the necessary information and resources to excel in their roles.

Qualifications

• A 4-year Bachelor’s degree or relevant experience.
• 10+ years of related experience.
• Exceptional leadership skills.
• High proficiency in Microsoft Office (Excel, Word, PowerPoint etc).
• Excellent communication, negotiation, and relationship-building abilities.
• An analytical mindset with proficiency in leveraging data to inform decision-making.
• Innovative and adaptable, with a passion for staying updated on industry trends.
• A valid and unrestricted driver's license with the ability to rent a car.