VP of Client Services

The Role

The VP of Client Services will guide the ArrowStream Account Management leadership, Account Management and Customer Success teams to penetrate additional opportunities for the Platform within the existing client base of ArrowStream, as well as deepen relationships to ensure longevity of clients. They will help drive new business through other BEP brands, as well as outside business by adding profitable value and revenue to the company.

Responsibilities

• Mentor and develop direct reports and all account management team to ensure best client and account manager experience.
• Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
• Foster a collaborative and supportive team environment, promoting knowledge sharing and cross-functional collaboration.
• Coordinate and schedule team trainings around account maintenance and upselling.
• Conduct on-going meetings and calls to communicate frequently with Management and Account Management teams on updates, information, concerns and opportunities.
• Have full understanding of all brands and their unique processes, as well as a strong understanding of our competition in the industry and positioning.
• Ensure all internal systems and databases are up-to-date with client information, all potential and current client/lead information.
• 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.
• Develop client engagement opportunities specific to AS accounts.
• 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.

Requirements

• 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)
• Ability to travel at least 20% - 30% of the time
• 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
• Valid and unrestricted driver's license with the ability to rent a car