Vice President of Client Service

The Opportunity

Awareness is positioned as the leader in a fast moving, young and emergent market that is projected to exceed $20bn in five years. The company is growing fast and attracting a very impressive array of customers, including McDonald’s, New York Times, P&G, Exxon, American Airlines, CVS, Hershey and Marriott International.

The market is poised for explosive growth and the company is now looking to add to a world class VP of Client Services to its experienced executive team.

Position Summary

The Vice President of Client Service reports to the CEO and is a member of the company’s executive team. The VP Client Service will be a savvy on-line executive and have a proven track record of scaling service organizations to new levels of success. The candidate will possess strong analytical capabilities and will be responsible for the direction and management of all client service functions, including hiring, training, process automation, and client management best practices. The VP Client Service will be responsible for improving both customer satisfaction and service delivery efficiency that will result in high customer retention.

Ideal Experience

  • At least 10 years of high-touch client management experience in comparable industries (start up environment or small-medium business), with 5 years in a senior management position.
  • Demonstrated success in building and growing a multi-discipline service team spread across multiple locations. Will need to grow team in size and skills while maintaining efficiency & improving client satisfaction levels
  • Ability to support an enterprise sales environment with minimal operational overhead and infrastructure
  • Ability to plan and manage at both the strategic and operational levels.
  • Outstanding team building and interpersonal skills with proven entrepreneurial ability

Required personal traits

  • Action Oriented: Hands on leader with proven track record of improving customer satisfaction, process implementation and service delivery efficiency.
  • Domain expert: Experience with selling online/interactive marketing products and selling to enterprise customers. Experience with the Web2.0 market will be an advantage.
  • Complete implementation skills: Experienced in managing a services group that is responsible for successful client implementations, from concept through design to production
  • Experience managing a service operation that is "high touch" – team members are highly skilled in analyzing client problems, defining a solution and communicating with clients effectively
  • Experienced in delivering post-implementation support to drive incremental services and product sales
  • Outstanding Team Builder: Ability to hire, train and retain a team while keep them productive. Experience with building a geographically dispersed customer service organization.
  • Establish compensation, career path and incentive programs.
  • Experience with building a successful service team in a high growth environment
  • Decisive and Analytical: Analytical thinker who can make swift decisions in a fast-changing market and adapt to changes whilst delivering results
  • Metrics & Process Driven: Manage overall service delivery process, set appropriate metrics and SLAs for client management and establish performance benchmarks
  • Determine skills that the team requires and adapt to suit.
  • Analyze and evaluate the effectiveness of the team’s methods, costs, and results.
  • Role Model: Charismatic leader with ability to create a positive work environment, foster an innovative, collaborative and open culture and be a motivator for the company. Experienced in interacting with executive counterparts in major corporations.
  • Organized and Disciplined: A leader who is capable of building a repetitive and efficient service organization without getting overwhelmed
  • Collaborative: Ability to work closely with executive team to continually automate and productize service department processes.
  • Passionate: Desire to excel at driving a revolutionary market that will change the world.

Awareness is an equal opportunity employer. We believe that diversity enables the broad range of perspectives needed for solid decision-making and creativity. If you are interested in applying for this challenging and rewarding opportunity, please submit your resume and salary expectations to: jobs@awarenessnetworks.com

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