Department: Client Services
Role: Vice President (12-15 years experience)
Role OverviewThe Vice President, Client Services, is responsible for leading the strategic direction, growth, and overall health of key client relationships. This role oversees a portfolio of high-value accounts, drives profitable growth, and ensures exceptional client experiences through proactive, consultative partnership.
As a senior leader, this individual builds and mentors high-performing teams, fosters cross-functional alignment, and positions the agency as a trusted strategic partner. Success in this role requires anticipating client needs, driving business impact beyond expectations, and consistently delivering value that strengthens long-term partnerships.
Key Responsibilities Client Growth & Portfolio Leadership - Lead account strategy across a portfolio of key and/or complex accounts to drive profitable growth and retention
- Identify and execute opportunities for organic growth, including upselling and cross-selling services
- Oversee account planning, forecasting, and performance tracking to ensure financial health and resource optimization
- Participate in high-level client negotiations and strategic discussions
Client Partnership & Strategic Leadership - Build and maintain senior-level client relationships, serving as a trusted advisor
- Anticipate client needs and deliver proactive, insight-driven recommendations
- Ensure consistent delivery of high-quality work that drives measurable client outcomes and satisfaction
Cross-Functional Collaboration - Partner with internal teams (e.g., media, strategy, operations) to ensure seamless execution and alignment
- Drive a customer-centric mindset across the organization
- Identify opportunities to improve processes, efficiency, and overall client delivery
Team Leadership & Talent Development - Lead, mentor, and develop a high-performing Client Services team
- Create and manage talent plans aligned to client needs and business goals
- Establish clear performance expectations, provide ongoing coaching, and support career development
- Recruit and onboard top talent
Business Development - Contribute to new business efforts including research, strategy development, and pitch support
What Success Looks Like in This Role - Sustained profitable growth and retention across assigned accounts
- Strong, trusted relationships with senior client stakeholders
- Demonstrated expansion of services and increased account value
- High levels of client satisfaction and loyalty
- Well-developed, engaged, and high-performing teams
- Seamless cross-functional collaboration resulting in efficient, high-quality delivery
- Meaningful contribution to broader agency growth and new business success
Required Knowledge and Skill Set - Deep expertise in client services, account management, and agency operations
- Strong business acumen with the ability to manage revenue, profitability, and forecasting
- Strategic thinking with the ability to translate client needs into actionable growth plans
- Advanced relationship-building and client partnership skills
- Proven ability to lead, coach, and scale high-performing teams
- Expertise in negotiation, upselling, and organic growth strategies
- Excellent communication and influencing skills across all levels
- Strong understanding of industry trends, market dynamics, and emerging technologies
- Ability to operate effectively in a fast-paced, complex environment
Qualifications - 12-15+ years of agency experience in client services, account management, or related roles
- Demonstrated success managing complex accounts and driving revenue growth
- 8+ years of people leadership experience
- Experience in media and/or life sciences preferred
- Proven track record of building strong client relationships and delivering business impact
- Willingness to travel as needed based on client requirements
