VP, Client Services

Purpose of the Job:

Responsible for maintaining the overall relationship with a portfolio of clients and leading Client Services team members. Work with operations leadership to ensure to drive quality and financial performance. Work with senior members of client team (e.g. CFO, Controller, Assistant Controller) to structure our services and create maximum value for client. Increase revenues by identifying opportunities to expand billable scope or scale of services to existing clients. Drive account strategy to grow, defend or maintain existing client business. Represent Client Services team to client and internal leadership.

Essential Functions and Responsibilities:

1. Owns senior-level relationship with client decision makers.

1. Owns P&L to Gross Margin level for a portfolio of client accounts

1. Work with President and operations management to develop individual client strategies and portfolio strategy

1. Works with operations leadership to ensure performance delivery meets and exceeds client and internal expectations

1. Drive creation of reports and client scorecards

1. Oversee creation and presentation of Weekly, Monthly or Quarterly Business Reviews

1. Conduct advanced performance analysis and work with Operations and Production Support teams to drive program performance improvement

1. Oversee global financial performance of client programs; drive profitability improvements by working with operations, production support and IT teams or with client to increase efficiency or automate key processes

1. Identifies business risks; ensures clients are encouraged to express concerns and that concerns are escalated internally before they become a significant risk to the business

1. Work with finance team to create bills and collect on overdue accounts as needed

1. Grow our business by understanding client business needs and working with them to increase billable scope or scale of our work

1. Develop pricing models for new business

1. Negotiate contracts, such as amendments and renewals, with existing clients.

1. Keep executive team informed about key client issues and strategy; present client performance and strategy to executive team

1. Guides Client Services team members on maintaining relationships, obtaining relevant information and driving our client strategy

1. Train, develop and mentor members of Client Services, Production Support and Operations team on areas such as client relationship handling, communication, analysis or other specialized skills.

1. Work with IQ leadership across departments to create and drive overall Client Strategy:

1. Sales Supports the sales team in efforts to increase sales through expanding the customer base with participating in process assessments, due diligence discussions/meetings, client presentations etc.

1. Technology Working with technology teams, ensuring equipment and resources are adequately available to support client needs.

1. Operations Working with the operations teams, ensuring resources are set optimally to drive the most favorable performance and long-term profitability

1. HR Ensure staffs compliance with company policies.

1. Supports the CFO in the development of the annual budget and monthly projections.

1. Oversee creation of client bills, ensuring consistency with contract billing terms, and approve bills created by finance team.

1. Lead company projects as determined by the executive committee

Other Duties and Responsibilities:

• Updates appropriate IQ executives on client issues.

• Conceive/design and lead special projects that will add value in line with overall company strategy, as determined by the executive committee.

Authority & Leadership Responsibility:

• Lead regional Client Services team of 2-6 people

• Set and measure KRAs for team members and group

Knowledge and Skills:

• This position requires 5-7 years of prior experience with Client Management, consulting role, supervising a team, deep experience with Excel and PowerPoint. Qualified candidates will have experience managing internal and external clients, preferably in a Financial Services capacity.

• Knowledge / expertise in managing similar operations (preferably business operations) in a production / transactional environment (financial, accounting, manufacturing, etc).

• Experience with accounting, manufacturing/distribution, hospitality (restaurant/hotel), or property management operations is important and may be necessary depending on specific needs. This position requires strong communication, planning, organization, analysis, team management, facilitation, conflict resolution, decision making, problem solving, and project management skills.

• Must be able to set and execute his/her own agenda within very broad parameters from senior leadership

• Must have the ability to communicate effectively both verbally and in writing with personnel at all levels including C-Level (e.g. CFO, CEO).

• PC applications proficiency (Word, Excel, MS Project, Access, PowerPoint).

• Planning and analysis skills including the development of reports and presentations covering performance in various areas.

• Ability to oversee completion of multiple tasks through delegation and prioritization.

• Ability to coordinate simultaneous projects with multiple-level tasks and functions independently.

• Ability to quickly grasp our clients business and organization in order to effectively interact with their employees, particularly senior management and others in purchasing, receiving, human resources and accounting.

• The ability to master the use of client systems (particularly accounting/ERP systems such as Oracle, SAP, Intacct, etc)

• Ability to manage and supervise Direct reports, contractors and project team members.

Preferred:

• Familiar with the fields concepts, practices, and procedures.

• Experience with workflow routing/process software/concepts

• Experience managing multiple client processes

• Experience with Manufacturing/Distribution, Hospitality (restaurant/hotel), Property Management industries and accounting/financial professional services

Educational Requirements: Minimum Bachelors degree in a related field

Working Conditions and Environment:

Office setting, employee must be willing to work at location in a small to mid-sized office setting, plus attend client conferences and meetings that may or may not be held during the workday. Travel to client offices at various global locations is necessary, as well as attendance at company management meetings at offices throughout the globe.