Vice President, Client Services

Harris Local Government

Remote-US or Canada

The Vice President of Client Services will play a crucial role in driving our company's success by overseeing all aspects of client relations, service delivery, and customer support. This position requires a versatile individual with a strategic mindset, sales and negotiation abilities, and a proven track record of leading organizational change. The ideal candidate will have a strong background in the software industry and a proven understanding of customer-centric strategies.

Does this describe you?

• Able to start and sustain meaningful relationships with peers, team and customers
• Prefer more autonomy and less direction in reaching goals
• Enjoy speaking one on one as well as to groups
• Like to question the status quo
• Find collaborating with colleagues energizing
• Need to explore “why not?” before dismissing an option
• Thrives in ambiguous situations but focuses on data and metrics to drive decisions
• Uncomfortable with delays and stagnation
• Comfortable experimenting with conflicting concepts
• Expect and welcome accountability

Join a Team Focused On

• Both organic and acquired net revenue growth
• Customer retention and satisfaction
• Employee retention and development
• Experimentation and innovation

Responsibilities

Strategic Leadership:

• Identify new growth opportunities, market trends, and client needs to drive product and service enhancements.
• Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to ensure a unified approach in meeting client expectations.
• Develop and execute the company's client services strategy, aligning it with overall business objectives.

Business Development

• Continue to foster our customer-centric culture within the organization, ensuring that client needs are understood and met.
• Partner with the sales team in driving revenue growth by identifying new business opportunities and expanding existing client relationships.
• Develop and implement effective lead generation efforts within a very experienced Customer Support team.
• Pay consistent attention to ratios and results; be fearless yet calculated in pricing and bundling; review and implement options to drive net revenue growth.

Client Relations And Satisfaction

• Monitor and evaluate client satisfaction levels, implementing initiatives to improve client retention and loyalty.
• Work closely with the VP/Sales and Marketing to both support and take advantage of our personnel in the field.
• Build and maintain strong, long-term relationships with key clients, serving as their trusted advisor.

Service Delivery And Support

• Develop and maintain metrics to measure service performance and identify areas for improvement.
• Keep abreast of emerging technology in the CS space; implement processes and systems to enhance service delivery and improve operational efficiency
• Oversee the delivery of high-quality services to clients, ensuring that contractual obligations are met or exceeded.

Organizational Change And Leadership

• Foster a collaborative and high-performance culture within the client services department.
• Research and collaborate on the structure of the Client Services department in order to reach our need for cross-training, product roadmaps, and bench strength throughout HLG County.
• Partner with the Leadership team on resource allocation with an eye to achieving maximum utilization in each role.

Requirements

• Ability to adapt to a fast-paced and dynamic work environment.
• Strong sales and negotiation skills, with a track record of successfully balancing customer needs with those of the company.
• Curious and analytical mindset with data-driven decision-making abilities.
• Demonstrated ability to develop and execute strategic plans, driving revenue growth and achieving business objectives.
• Exceptional leadership abilities, with experience leading and motivating teams through organizational change.
• Proven experience (8+ years) in a leadership role within the software industry, with a focus on client services, sales, and business development.
• Excellent communication and interpersonal skills, with the ability to effectively interact with clients, internal stakeholders, and team members at all levels.
• Bachelor's degree in Business Administration, Computer Science, or a related field (Master's degree preferred).

Join our team and make a significant impact on our company's growth and success. If you are a strategic thinker, results-oriented, and passionate about delivering exceptional client experiences, we invite you to apply for the position of Vice President of Client Services at HLG County.