Vice President, Client Relationship Management

The role

Lead and grow SPS North America's existing enterprise client relationships, focusing on retention, satisfaction and revenue expansion. Build executive-level partnerships with C-suite stakeholders and coordinate with internal teams to deliver a consistent client experience.

What you will do

• Serve as senior relationship leader for a portfolio of strategic enterprise clients
• Develop and execute plans to strengthen client relationships and address retention risks
• Identify opportunities to expand SPS services within current client organizations
• Lead executive meetings, quarterly business reviews and strategic planning discussions
• Develop strategic account plans with retention goals, revenue forecasts and partnership goals
• Serve as the client's voice internally and coordinate Operations, Solutions, Finance and Business Development
• Manage contract renewals, pricing discussions, scope changes and service expansions
• Provide executive-level oversight of complex client concerns and escalations
• Identify select new business opportunities through industry relationships and referrals
• Monitor portfolio performance and report regularly to senior leadership

Required qualifications

• 10+ years of progressive experience in enterprise client relationship management, strategic account management, customer success, business development or commercial leadership
• Bachelor's or Master's degree in Business Administration, Marketing, Technology, Liberal Arts or a related discipline
• Proven success managing and growing large, complex enterprise client relationships, preferably in Document Outsourcing, BPO, Managed Services or related industries
• Demonstrated ability to retain and expand client accounts and build long-term strategic partnerships
• Experience engaging and influencing C-suite executives and multiple stakeholders
• Track record managing significant client portfolios, revenue responsibility, contract renewals and account profitability
• Experience developing and executing strategic account plans
• Strong understanding of complex service agreements, contract negotiations, pricing and service delivery models
• Experience managing client escalations and collaborating with cross-functional teams
• Experience conducting executive business reviews and presenting performance results
• Ability to identify opportunities to expand existing service offerings
• Executive presence, consultative selling, negotiation and influencing skills

Nice to have

• Experience in Financial Services, Banking, Legal and/or Insurance industries
• Understanding of organizational information management, document processing, workplace services and business process workflows
• Exposure to new business development and enterprise sales opportunities

Benefits

• Career growth and opportunities to learn new skills
• Learning and development programs
• Recognition programs for all levels of employees
• Paid time off: minimum 80 hours per calendar year for full time; minimum 1 hour per 30 hours worked for part time or temporary; may increase with tenure or assigned account
• Bonuses for employee and client referrals
• Medical, dental and vision insurance
• HCFSA, DCFSA and HSA accounts
• Commuter transit and parking pre-tax plans
• Supplemental life, accident, critical illness and hospital indemnity insurance
• Legal program, identity theft protection and pet discounts and pet insurance
• Group home and auto insurance
• Employee assistance program (EAP)

Before you apply

• Applicants may not use AI tools or other real-time assistance during interviews
• No AI or automated tools are used to screen or select candidates; human recruiters and hiring managers review applications
• Colorado only: applications accepted for an expected minimum of 5 days from posting date

About the company

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. In North America it serves clients across banking, insurance, legal, higher education, professional services and many Fortune 500 companies.