Vice President, Client Relationship Management

SPS North America•New York, NY

2h•$175,000 - $190,000•Hybrid

About The Position

The Vice President of Client Relationship Management leads and strengthens SPS North America's existing client relationships while driving sustainable, profitable revenue growth across the current portfolio. The role focuses primarily on maximizing the value of current client relationships and has secondary responsibility for identifying and developing select new business opportunities. The Vice President builds trusted executive-level relationships, supports client satisfaction and retention, identifies opportunities to expand services and technology offerings, and represents client needs across SPS. The role also oversees strategic account planning, contract and pricing discussions, complex escalations, and portfolio performance. It works closely with Operations, Solutions, Finance, Business Development, and other internal teams to deliver a consistent, high-quality client experience and support the company's long-term growth strategy. The position is based in New York, NY, with a hybrid work schedule available, and requires approximately 25% travel depending on business and client needs. The role supports work in on-site and remote environments and collaboration across multiple time zones.

Requirements

10+ years of progressive experience in enterprise client relationship management, strategic account management, customer success, business development, or a related commercial leadership role.
Bachelor's or Master's degree in Business Administration, Marketing, Technology, Liberal Arts, or a related discipline.
Proven success managing and growing large, complex enterprise client relationships.
Demonstrated ability to retain and expand client accounts, identify additional revenue opportunities, and develop long-term strategic partnerships.
Experience engaging and influencing C-suite executives, senior decision-makers, and multiple stakeholders in large organizations.
Track record of managing significant client portfolios, revenue responsibility, contract renewals, and account profitability.
Experience developing and executing strategic account plans focused on retention, satisfaction, and revenue expansion.
Strong understanding of complex service agreements, contract negotiations, pricing strategies, and service delivery models.
Demonstrated ability to manage client escalations and collaborate with cross-functional teams to resolve complex business challenges.
Experience conducting executive business reviews, presenting performance results, and communicating strategic recommendations.
Ability to identify opportunities to expand existing service offerings and introduce solutions based on client needs.
Exceptional executive presence and ability to build credible, trusted relationships with senior-level stakeholders.
Highly developed relationship management, consultative selling, negotiation, and influencing skills.
Strong commercial acumen and ability to grow revenue while protecting client retention and profitability.
Strategic thinking and business planning capabilities, including translating client needs into actionable account strategies.
Excellent verbal and written communication skills, including executive-level presentations and business reviews.
Strong analytical and problem-solving abilities, sound business judgment, and decision-making skills.
Leadership capabilities and ability to influence cross-functional teams without direct authority.
Proactive approach to identifying client risks, resolving concerns, and anticipating future business needs.
Excellent organizational skills and ability to manage multiple strategic relationships and competing priorities.
Self-awareness, adaptability, and resilience in complex client environments.
Proficiency with CRM systems, account planning tools, and standard business technology applications.
Ability to work independently and collaborate effectively with cross-functional teams.
Ability to work in on-site and remote environments and collaborate across multiple time zones.
Ability to sit, stand, walk, bend, and kneel for extended periods as required.
Ability to communicate effectively in person, virtually, and by telephone.
Ability to operate standard office equipment, including computers, printers, and other business-related technology.
Ability to perform tasks requiring fine motor skills, manual dexterity, and visual acuity, including close and distance vision.
Ability to lift or move objects as needed to perform job responsibilities.
Ability to manage competing priorities, deadlines, and challenging business situations professionally.

Nice To Haves

Experience in Document Outsourcing, Business Process Outsourcing (BPO), Managed Services, or related industries.
Experience in Financial Services, Banking, Legal, and/or Insurance industries.
Understanding of organizational information management, document processing, workplace services, and/or business process workflows.
Exposure to new business development and enterprise sales opportunities.

Responsibilities

Lead strategic relationships for a portfolio of enterprise clients, building trusted partnerships with C-suite executives, senior decision-makers, and key stakeholders.
Develop and execute strategies to strengthen client relationships, improve satisfaction, retain clients, and proactively address account risks.
Identify and develop opportunities to expand SPS services within existing client organizations, including workplace services, outsourcing, document management, and technology-enabled offerings.
Conduct executive meetings, quarterly business reviews, and strategic planning discussions to communicate performance, demonstrate value, address challenges, and identify opportunities.
Develop strategic account plans covering retention objectives, growth opportunities, relationship mapping, revenue forecasts, and long-term partnership goals.
Represent client needs within SPS and coordinate with Operations, Solutions, Finance, Business Development, and other teams to align service delivery with client expectations.
Partner with internal stakeholders on contract renewals, pricing discussions, scope changes, and service expansions while identifying ways to improve account profitability.
Provide executive oversight of complex client concerns and escalations, collaborating with operational leaders to develop solutions and protect client relationships.
Identify select new business opportunities through industry relationships, networking, referrals, and market knowledge, partnering with the broader sales organization.
Monitor portfolio retention, revenue growth, profitability, satisfaction, and account expansion; update senior leadership and recommend strategies to achieve business objectives.

Benefits

Career growth opportunities and opportunities to learn new skills.
Learning and development support.
Employee recognition programs.
Paid time off: full-time employees receive a minimum of 80 hours per calendar year; amounts may increase based on tenure and/or assigned account.
Employee and client referral bonuses are available to current employees.
Medical, dental, and vision coverage.
Health care and dependent care flexible spending accounts (HCFSA and DCFSA) and a health savings account (HSA).
Commuter transit and parking pre-tax plans.
Supplemental life insurance, life insurance, short-term disability, accident insurance, critical illness insurance, and hospital indemnity.
Legal program and identity theft protection.
Pet discounts and pet insurance.
Group home and auto insurance.
Employee assistance program (EAP).
Education discounts.
401(k) with matching.
Entertainment discounts.