Location: Charlotte, Nashville, or Indianapolis (Hybrid)
Reports To: Chief Executive Officer (CEO)
Division: Project Management Division
FLSA Status: Exempt
Travel Required: 30-40%
Job SummaryThe Senior Vice President (SVP) of Client Relationships will provide executive leadership, strategic direction, and accountability for all client project relationships, engagement lifecycles, and account management operations across TMA's Project Management Division. This role is responsible for ensuring the successful execution of all client engagements and fulfillment of contractual commitments, strengthening client satisfaction and retention, supporting successful contract renewals, and proactively identifying opportunities for additional services and account growth.
The SVP of Client Relationships will take direct personal ownership for the successful management, strategic guidance, and executive oversight of key client relationships and high-value engagement lifecycles. Working closely with the Executive Officers, the SVP ensures that client expectations are met, contractual fulfillment obligations are exceeded, and strategic growth targets are achieved.
The SVP of Client Relationships is responsible for leading, developing, and holding accountable the Client Partner team, who serve as primary relationship, billing, and project liaisons for TMA's clients. The SVP will establish rigorous operating standards, key performance indicators (KPIs), and governance frameworks to measure client account health, billing accuracy, issue resolution, and client retention across all engagements.
The SVP of Client Relationships will champion a client-focused culture across the organization, empowering the Project Management Division to take ownership of the client service experience and to coordinate effectively across all service lines. A core mandate is to build a high-performing Client Partner team that anticipates client needs, resolves issues, protects existing relationships, and identifies opportunities to deliver additional value. Specifically, the SVP of Client Relationships is accountable for:
- Organizational Structure & Team Leadership: Directing and maintaining an effective organizational structure for the Client Partner team, establishing clear roles, account coverage models, performance metrics, and professional development plans to maximize client satisfaction and retention.
- Full Lifecycle Account & Project Alignment: Overseeing the complete client-facing lifecycle for all assigned engagements, from post-sale onboarding and project execution through milestone tracking, ongoing communication, contract completion, issue resolution, renewal readiness, and transition to additional service lines.
- Contract Governance, Financials & Billing Administration: Establishing and enforcing standardized processes to track contractual commitments, project milestones, deliverable acceptance, billing schedules, invoice accuracy, and emerging financial concerns; driving timely coordination and resolution with the appropriate teams.
- Revenue Retention, Renewals & Account Expansion: Leading client retention planning and renewal readiness, maintaining visibility into all upcoming renewals, and proactively identifying cross-selling and upsell opportunities through ongoing client engagement and project insights. Collaborating closely with Sales on renewal strategies, client discussions, and opportunities to expand services and strengthen existing accounts.
- Executive Escalation & Problem Solving: Serving as the senior escalation and resolution leader for all significant client service concerns, project relationship risks, and unresolved commitments; directing coordinated action and keeping clients informed through resolution.
Key Responsibilities- Client Relationship & Account Oversight
- Maintain executive oversight and accountability of all assigned client relationships and the Client Partner function, instilling high levels of trust, satisfaction, and strategic alignment across key accounts.
- Lead all aspects of the client-facing lifecycle, including post-sale transition, project communications, milestone visibility, issue resolution, completion, renewal readiness, and identification of account expansion.
- Team Leadership & Client Partners
- Direct, coach, and mentor the Client Partner team managing daily client engagements, setting clear expectations for client engagement, project coordination, milestone tracking, financial governance, and timely and operational issue resolution.
- Establish and enforce consistent operating guidelines, performance standards, and best practices for all Client Partners covering client communications, project status, contractual commitments, renewal tracking, and service quality.
- Provide executive-level direction and decisive problem resolution when Client Partners encounter complex client concerns, project delays, scope questions, service failures, or critical escalations.
- Contract Governance, Financials & Performance
- Maintain comprehensive visibility into contractual fulfillment across all client service accounts, ensuring that commitments, deliverables, service levels, billing schedules, and invoicing requirements are tracked and that exceptions are addressed promptly through cross-functional coordination.
- Direct the renewal readiness process, including a complete renewal calendar, account health reviews, and retention action plans. Proactively surface additional service, cross-selling, and upsell opportunities and work with Sales to develop appropriate client strategies and commercial follow-up.
- Provide regular executive reporting to the CEO and senior leadership on all client service relationships, retention, project and contract status, renewal readiness, billing concerns, escalations, service risks, and identified account growth opportunities.
- Cross-Functional Collaboration
- Lead cross-functional coordination with Sales, Project Management, Operations, Product, and Finance to ensure clear handoffs, timely decisions, consistent client communications, and fulfillment of all client-facing commitments.
- Voice of the Customer (VoC) Integration
- Establish practical, consistent Voice of the Customer (VoC) processes and client feedback loops to identify operational improvement areas, share client insights with internal stakeholders, and identify opportunities for additional client value.
- Client & Project Risk Management
- Proactively identify, assess, escalate, and drive resolution of risks affecting all client service relationships, including scope changes, communication gaps, project delays, billing disputes, missed commitments, and service concerns, with clear ownership and follow-through.
- Data-Driven Client Health Metrics
- Define, monitor, and analyze quantitative client health metrics, such as Net Promoter Score (NPS), CSAT scores, engagement cadence, and retention risk indicators, to deploy proactive intervention and ensure high account stability.
