Position SummaryThe Vice President, Strategic Client Delivery is accountable for the overall health, performance, and growth of assigned strategic accounts, with direct ownership of three core outcomes:
- Customer Satisfaction through proactive relationship management and escalation avoidance
- Account Profitability (P&L performance)
- Growth and Expansion of the client relationship
This role operates as the executive owner of the client relationship, responsible for ensuring delivery excellence, financial performance, and long-term client value through strong governance, proactive engagement, and cross-functional leadership. The role also helps drive innovation in how services are delivered, including the adoption of AI-enabled tools and practices that improve quality, speed, scalability, and cost efficiency.
Essential Duties & Responsibilities- Own Customer Satisfaction and Client Experience - Drive high client satisfaction and advocacy by proactively managing client health, building strong executive relationships, and anticipating issues early to prevent escalation.
- Own Account P&L and Financial Performance - Manage profitability of assigned accounts by ensuring delivery is executed within financial targets while optimizing cost, efficiency, and margin.
- Shape service costing and delivery efficiency - Provide input into service costing and delivery models while identifying and implementing ways to deliver services faster, better, and more cost-effectively.
- Drive Growth and Expansion - Continuously identify and execute opportunities to increase revenue within assigned accounts through expansion, cross-sell, and upsell of additional services and solutions.
- Lead Executive Client Engagement - Serve as the executive sponsor and trusted advisor to client leadership teams; build and maintain long-term relationships and lead executive business reviews and governance forums.
- Demonstrate and communicate client value - Ensure clients recognize measurable business value beyond delivery metrics by connecting services to strategic outcomes, cost optimization, risk reduction, innovation enablement, and overall business impact.
- Ensure Delivery Excellence Across Services - Partner with support, application management, and professional services teams to ensure seamless, high-quality delivery and a unified client experience across all services.
- Partner with Global Delivery Centers on service and skills development - Work collaboratively with Global Delivery Centers to identify, develop, expand, and refine services and capabilities based on client needs, delivery priorities, and market demand.
- Manage Risk and Client Health - Proactively identify and mitigate risks to client satisfaction, retention, and profitability; align internal teams to address issues early and maintain strong client outcomes.
- Drive Commercial and Strategic Alignment - Partner with Sales, Marketing, and business leadership to align delivery outcomes with growth objectives; support renewals and influence commercial strategies to maximize client and company value.
- Define, expand, and sustain strategic account priorities - Partner with Sales and Marketing to identify strategic accounts, define the criteria and value drivers that distinguish them, sustain those relationships through differentiated engagement and long-term growth planning, and help elevate additional accounts into strategic account status over time.
- Enable Sales and Marketing on service positioning - Partner with Sales and Marketing to enable the effective positioning and selling of new and evolving professional services and managed services offerings through clear value messaging, internal education, and go-to-market support.
- Mentor and elevate the delivery organization - Serve as a mentor, teacher, and experienced leader within the broader delivery organization by providing guidance, sharing best practices, and applying practical experience to strengthen team capability, execution quality, and leadership effectiveness.
- Strengthen Governance and Operating Discipline - Define and track key client metrics, establish governance models, and drive performance management and continuous improvement across delivery and engagement models.
- Develop account health metrics - Establish internal metrics and indicators that provide a comprehensive view of each account's true health, including client satisfaction, delivery performance, financial performance, growth potential, and risk signals.
- Advance AI-enabled service delivery - Partner across delivery and operational teams to identify, develop, and implement AI-enabled solutions, tools, and practices that improve service quality, increase speed, reduce cost, and strengthen the scalability of delivery models.
Education- Bachelor's degree (or equivalent experience) required; advanced degree (MBA or equivalent) preferred.
Location- United States (remote, with travel required based on client and business needs)
Required Qualifications- 15+ years of leadership experience in enterprise software, services, or SaaS environments
- Prior leadership experience as a senior Services Delivery Manager or leader of a services delivery organization in a complex enterprise environment
- Experience creating, redesigning, or materially transforming a services delivery organization within a top-tier enterprise software, services, or SaaS company
- Proven experience owning client relationships, P&L performance, and growth outcomes
- Strong track record in executive-level, customer-facing roles managing strategic accounts
- Demonstrated ability to assume senior leadership responsibility quickly and drive immediate operational, client, and commercial impact
- Executive-level client engagement and relationship management expertise
- Strong commercial and financial acumen, including P&L management
- Experience working in complex, matrixed global organizations
- Demonstrated ability to influence cross-functional stakeholders without direct authority
Preferred Qualifications- Ability to proactively manage risk and complex client situations with urgency, clarity, and sound judgment
- Strong analytical and data-driven decision-making capabilities
- Experience identifying and applying AI, automation, and digital tools to improve service delivery effectiveness, efficiency, and scalability
- Excellent communication and stakeholder management skills
- Recognized ability to mentor, coach, and elevate teams through practical guidance, best-practice sharing, and experienced leadership
- Ability to balance customer satisfaction, financial performance, and growth objectives
The general salary range for this type of role is 186k - 232k depending on skills and experience. The actual compensation offered will ultimately be based on several factors such as: a candidate's location, and the level of applicable skills and professional experience. Rimini's target pay for each position is available upon request during the applicant's Interview process.
Benefits for US employees include:
- Medical, Dental, and Vision insurance
- Disability insurance
- Paid Parental Leave
- 401(k) program
- Generous Paid time off (PTO)
