Vice President, Client Relationship Management

Location: New York, NY (hybrid work schedule available)
Reports To: Senior Vice President of Strategic Client Group

Position Overview

We are seeking a highly accomplished, strategic Vice President of Client Relationship Management to lead and strengthen SPS North America's existing client relationships while driving sustainable, profitable revenue growth across our current portfolio.

This individual will be responsible for developing trusted, executive-level relationships with key clients, ensuring exceptional client satisfaction and retention, and identifying opportunities to expand existing partnerships through additional services, solutions, and technology offerings. The role will focus primarily on growing and maximizing the value of current client relationships, with secondary responsibility for identifying and developing select new business opportunities.

The ideal candidate is an experienced enterprise relationship leader with a proven ability to manage complex client portfolios, influence C-suite stakeholders, navigate challenging client situations, and translate client needs into strategic growth opportunities. Success requires a strong combination of relationship management, commercial acumen, consultative selling, and cross-functional leadership.

The Vice President will play a critical role in protecting existing revenue, strengthening client partnerships, expanding SPS's presence within current accounts, and contributing to the company's long-term growth strategy.

Key Responsibilities

• Strategic Client Relationship Management: Serve as a senior relationship leader for a portfolio of strategic enterprise clients, building trusted partnerships with C-suite executives, senior decision-makers, and key stakeholders. Maintain a deep understanding of each client's business, organizational priorities, challenges, and long-term objectives.
• Client Retention & Satisfaction: Develop and execute strategies to strengthen client relationships, improve satisfaction, and proactively address risks to retention. Monitor account health, identify potential concerns, and partner with internal teams to resolve issues before they impact the client relationship or business.
• Existing Account Growth & Revenue Expansion: Identify and develop opportunities to expand SPS's services within current client organizations. Leverage knowledge of client operations, business needs, and organizational changes to introduce additional workplace services, outsourcing solutions, document management, and technology-enabled offerings.
• Executive Engagement & Strategic Reviews: Establish consistent engagement with senior client stakeholders through executive meetings, quarterly business reviews (QBRs), and strategic planning discussions. Communicate performance, demonstrate value, address challenges, and identify opportunities to strengthen and expand the partnership.
• Account Strategy & Portfolio Management: Develop comprehensive strategic account plans for key clients, including retention objectives, growth opportunities, relationship mapping, revenue forecasts, and long-term partnership goals. Prioritize initiatives based on client needs, revenue potential, profitability, and strategic value.
• Cross-Functional Leadership & Client Advocacy: Serve as the voice of the client within SPS, collaborating closely with Operations, Solutions, Finance, Business Development, and other internal teams to ensure service delivery aligns with client expectations. Drive accountability and coordination across departments to deliver a consistent, high-quality client experience.
• Commercial Strategy & Contract Management: Partner with internal stakeholders to manage contract renewals, pricing discussions, scope changes, and service expansions. Identify opportunities to improve account profitability while maintaining competitive and mutually beneficial client relationships.
• Issue Resolution & Escalation Management: Provide executive-level oversight of complex client concerns and escalations. Work collaboratively with operational leadership to develop solutions, restore confidence, and protect long-term client relationships.
• New Business Development: In addition to growing existing accounts, identify select new business opportunities through industry relationships, networking, referrals, and market knowledge. Partner with the broader sales organization to support strategic opportunities and contribute to overall company growth.
• Strategic Planning & Performance Management: Monitor portfolio performance, including client retention, revenue growth, profitability, satisfaction, and account expansion. Provide regular updates to senior leadership and recommend strategies to strengthen client relationships and achieve business objectives.

Required Qualifications & Experience

• 10+ years of progressive experience in enterprise client relationship management, strategic account management, customer success, business development, or a related commercial leadership role.

• 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 within Document Outsourcing, Business Process Outsourcing (BPO), Managed Services, or related industries.

• Demonstrated ability to retain and expand existing client accounts, identify additional revenue opportunities, and develop long-term strategic partnerships.

• Experience engaging and influencing C-suite executives, senior decision-makers, and multiple stakeholders within large organizations.

• Track record of managing significant client portfolios, revenue responsibility, contract renewals, and account profitability.

• Experience developing and executing strategic account plans focused on client retention, satisfaction, and revenue expansion.

• Strong understanding of complex service agreements, contract negotiations, pricing strategies, and service delivery models.

• Demonstrated ability to manage client escalations and collaborate with cross-functional teams to resolve complex business challenges.

• Experience conducting executive business reviews, presenting performance results, and communicating strategic recommendations.

• Ability to identify opportunities to expand existing service offerings and introduce additional solutions based on client needs.

• Experience in Financial Services, Banking, Legal, and/or Insurance industries preferred.

• Understanding of organizational information management, document processing, workplace services, and/or business process workflows preferred.

• Exposure to new business development and enterprise sales opportunities is a plus.

Skills & Competencies

• Exceptional executive presence and the ability to establish credibility and build trusted relationships with senior-level stakeholders.

• Highly developed relationship management, consultative selling, negotiation, and influencing skills.

• Strong commercial acumen, with the ability to identify opportunities for revenue growth while protecting client retention and profitability.

• Strategic thinking and business planning capabilities, including the ability to translate client needs into actionable account strategies.

• Excellent verbal and written communication skills, including executive-level presentations and business reviews.

• Strong analytical and problem-solving abilities, with sound business judgment and decision-making skills.

• Demonstrated leadership capabilities and the ability to influence cross-functional teams without direct authority.

• Proactive approach to identifying client risks, resolving concerns, and anticipating future business needs.

• Excellent organizational skills and the ability to manage multiple strategic relationships and competing priorities.

• High level of self-awareness, adaptability, and resilience when navigating complex client environments.

• Proficiency with CRM systems, account planning tools, and standard business technology applications.

• Ability to work independently while collaborating effectively with cross-functional teams.

Travel Requirements

This position requires travel of approximately 25%, depending on business and client needs.

Physical Demands & Work Environment

• Ability to work in both on-site and remote environments and collaborate across multiple time zones as needed.

• Ability to sit, stand, walk, bend, and kneel for extended periods as required.

• Ability to communicate effectively in person, virtually, and by telephone.

• Ability to operate standard office equipment, including computers, printers, and other business-related technology.

• Ability to perform tasks requiring fine motor skills, manual dexterity, and visual acuity, including close and distance vision.

• Ability to lift or move objects as needed to perform job responsibilities.

• Ability to manage competing priorities, deadlines, and challenging business situations in a professional manner.

Other Duties

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Responsibilities and activities may change at any time, with or without notice.