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Vice President of Client Relations

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Helpware

Aug 23

Applications are closed

  • Job
    Full-time
    Expert Level
  • Sales & Business Development
    Business, Operations & Strategy
  • Manila

Requirements

  • 1. Education: Bachelor's degree in Business Administration, Marketing, Communications, or a related field (Master's degree preferred).
  • 2. Experience: Extensive experience (typically 10+ years) in client relations, account management, or a similar role, with a track record of success in a leadership position. Proven experience in managing large accounts and complex client relationships.
  • 3. Skills: Strong leadership and team management skills. Excellent communication and interpersonal abilities. High level of strategic thinking and problem-solving skills. Proficiency in client relationship management (CRM) software and other relevant tools. Ability to analyze data and generate actionable insights.
  • 4. Attributes: Exceptional organizational and multitasking skills. Strong client-focused attitude with a commitment to delivering superior service. High level of professionalism and integrity. Adaptability and ability to work in a fast-paced environment.

Responsibilities

  • 1. Develop and implement strategies to improve client satisfaction, retention, and growth. This includes setting long-term goals for client engagement and ensuring that these align with the company's overall objectives.
  • 2. Build and maintain strong, long-term relationships with key clients. This involves understanding their needs, addressing concerns, and ensuring that the company's services or products meet their expectations.
  • 3. Manage and mentor the client relations team, including setting goals, providing guidance, and evaluating performance. Ensure that the team is effectively addressing client needs and maintaining high standards of service.
  • 4. Gather and analyze client feedback to identify areas for improvement. Implement changes based on this feedback to enhance client satisfaction and loyalty.
  • 5. Oversee the negotiation of contracts and agreements with clients, ensuring that terms are favorable and align with company policies and objectives.
  • 6. Work closely with other departments such as sales, marketing, and product development to ensure that client needs are communicated and addressed. This includes coordinating efforts to deliver a seamless client experience.
  • 7. Develop and track key performance indicators (KPIs) related to client satisfaction and relationship management. Use these metrics to report on performance and make data-driven decisions.
  • 8. Handle complex client issues and disputes, working to resolve them effectively and maintaining a positive relationship.
  • 9. Oversee the onboarding process for new clients, ensuring they are effectively integrated and understand how to use the company's products or services. Provide or arrange for training as needed.
  • 10. Identify opportunities for expanding relationships with existing clients and potentially securing new clients. This might involve upselling or cross-selling additional services or products.
  • 11. Stay informed about industry trends and client needs to ensure that the company remains competitive and relevant in the market.
  • 12. Provide regular reports to senior management on client relations performance, including insights and recommendations for improvement. Communicate effectively with clients to keep them informed about company developments and changes.

FAQs

What education qualifications are required for the Vice President of Client Relations role?

A Bachelor's degree in Business Administration, Marketing, Communications, or a related field is required, while a Master's degree is preferred.

How much experience is necessary for this position?

Extensive experience, typically 10+ years, in client relations, account management, or a similar role is required, with a proven track record in a leadership position.

What skills are essential for the Vice President of Client Relations?

Essential skills include strong leadership and team management skills, excellent communication and interpersonal abilities, strategic thinking, problem-solving skills, proficiency in CRM software, and the ability to analyze data for actionable insights.

What are the primary responsibilities of the Vice President of Client Relations?

Key responsibilities include strategic planning, client relationship management, team leadership, gathering client feedback, overseeing contract negotiations, cross-functional collaboration, tracking performance metrics, resolving conflicts, onboarding clients, identifying business development opportunities, and staying informed about market insights.

Is experience in contract negotiation necessary for this position?

Yes, overseeing the negotiation of contracts and agreements with clients is one of the key responsibilities of the Vice President of Client Relations.

What is the importance of client feedback in this role?

Client feedback is crucial for identifying areas for improvement, enhancing client satisfaction and loyalty, and implementing changes based on this feedback.

Will the Vice President of Client Relations be required to train new clients?

Yes, the Vice President will oversee the onboarding process for new clients, ensuring they are effectively integrated and understand how to use the company's products or services, as well as providing or arranging necessary training.

What attributes are needed for success in this role?

Important attributes include exceptional organizational and multitasking skills, a strong client-focused attitude, high professionalism and integrity, and adaptability to work in a fast-paced environment.

How will performance be evaluated in this position?

Performance will be evaluated based on key performance indicators (KPIs) related to client satisfaction and relationship management, with metrics used for reporting and data-driven decisions.

What role does the Vice President of Client Relations play in business development?

The Vice President is responsible for identifying opportunities to expand relationships with existing clients and potentially securing new clients, which may involve upselling or cross-selling additional services or products.

Amazing Customer Experiences. Together.

Technology
Industry
1001-5000
Employees
2015
Founded Year

Mission & Purpose

Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.