Vice President, Client Relationship Management

Confidential Company•New York, NY

6d•$150,000 - $185,000•Onsite

About The Position

The Vice President of Client Relationship Management leads the strategy, development, retention, and growth of the company’s existing client relationships. The role provides strategic oversight of key enterprise and B2B accounts and the client relationship management function, focusing on executive partnerships, customer satisfaction, renewals, client lifetime value, and revenue growth across the company’s services. The Vice President serves as a strategic advisor to senior client stakeholders, builds an understanding of their business objectives and evolving needs, and partners with internal leaders to align client strategies with company priorities and service capabilities. The role develops and executes client relationship strategies, establishes account management practices, monitors portfolio performance, mitigates retention risks, and promotes proactive, consultative client engagement. It also provides direction, coaching, and performance oversight to client relationship management team members, as applicable. The position is based in the New York City headquarters and requires in-person work and approximately 20–40% travel, averaging around 25%. The stated pay range is approximately $150,000–$185,000.

Requirements

Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related field, or equivalent relevant experience.
At least 10 years of experience in client relationship management, strategic account management, customer success, account management, client services, or a related B2B commercial function.
At least 5 years of experience in senior leadership, a director-level, or equivalent strategic role with responsibility for enterprise client relationships, account portfolios, or commercial performance.
Demonstrated success managing and expanding complex B2B client relationships, including enterprise or multi-site accounts.
Proven track record driving client retention, contract renewals, upselling, cross-selling, and revenue growth within existing accounts.
Experience developing and executing strategic account plans, client engagement strategies, renewal plans, and commercial growth initiatives.
Experience engaging executive-level client stakeholders and leading business reviews, strategic planning discussions, and complex commercial negotiations.
Experience managing client portfolios, monitoring performance metrics, developing forecasts, and reporting results to senior leadership.
Ability to partner effectively with Operations, Sales, Finance, Solutions, and other cross-functional teams.
Experience identifying client risks, managing escalations, and protecting and strengthening important business relationships.
Strong proficiency with CRM systems and account management tools, including pipeline management, opportunity tracking, forecasting, and reporting.
Proficiency in Microsoft Office, particularly Outlook, Excel, and PowerPoint.
Excellent analytical, organizational, communication, presentation, and problem-solving skills.
Ability to work in person in the New York City headquarters offices and travel based on business needs.
Ability to manage competing priorities, lead strategic initiatives, and adapt to changing business needs.
Ability to communicate complex business matters to executive audiences, influence cross-functional teams, and exercise sound judgment with sensitive client and commercial matters.

Nice To Haves

Experience in recurring revenue, managed services, technology, workplace services, professional services, business process outsourcing, staffing, facilities management, or other B2B service environments.
Experience managing strategic relationships with Fortune 500 organizations or other large, complex enterprise clients.
Experience overseeing multi-site, national, or geographically dispersed client portfolios.
Experience working with senior stakeholders in Procurement, Operations, Facilities, Human Resources, Real Estate, IT, Finance, or other corporate functions.
Experience managing commercial relationships involving multiple service lines, locations, departments, or business units.
Demonstrated success improving client retention, renewal rates, revenue growth, account profitability, and customer satisfaction.
Experience developing executive reporting, strategic account plans, portfolio forecasts, and performance dashboards.
Experience leading or developing client relationship management teams and implementing scalable account management processes.
Experience supporting contract negotiations, pricing strategies, Statements of Work, and complex commercial agreements.

Responsibilities

Develop and execute a client relationship management strategy focused on retention, satisfaction, revenue growth, and long-term partnerships.
Provide strategic oversight of key enterprise and B2B client accounts and build trusted relationships with executive stakeholders and decision-makers.
Serve as an executive point of contact for strategic accounts, including complex matters, escalations, commercial discussions, and relationship development.
Develop strategic account plans covering relationship priorities, retention, growth opportunities, stakeholder engagement, and long-term objectives.
Lead or oversee executive business reviews and Quarterly Business Reviews, addressing outcomes, performance, priorities, risks, and opportunities.
Monitor client satisfaction, relationship health, engagement, and portfolio risks; establish escalation and client recovery strategies with internal partners.
Represent client interests internally while balancing contractual commitments, operational capabilities, financial considerations, and company objectives.
Own retention and account-growth strategy across the assigned portfolio and oversee renewal planning and execution.
Identify and advance upsell, cross-sell, and other expansion opportunities across client locations, departments, business units, service lines, and markets.
Partner with Sales, Solutions, Operations, Finance, and other teams on client-specific solutions, proposals, Statements of Work, service expansions, and commercial opportunities.
Lead or support high-value renewal discussions, pricing negotiations, contract amendments, and other strategic commercial engagements.
Maintain visibility into renewal pipelines, expansion opportunities, revenue forecasts, commercial activity, and account performance.
Drive accountability for retention, renewal rates, revenue growth, account expansion, and other commercial performance metrics.
Establish account management processes and standards for account planning, executive engagement, renewal management, opportunity tracking, and client reporting.
Develop and monitor KPIs related to retention, renewals, revenue growth, satisfaction, account health, and expansion activity; analyze performance and create action plans.
Maintain executive-level reporting on client health, renewal timelines, forecasts, risks, and opportunities, using disciplined CRM documentation and pipeline management.
Ensure account strategies and commercial commitments align with contracts, pricing guidelines, service capabilities, and company objectives.
Partner with Finance and other stakeholders to evaluate account economics, revenue, pricing, and account value; recommend portfolio priorities and resource allocation to senior leadership.
Coordinate cross-functional planning and accountability for strategic initiatives, renewals, service expansions, and client projects.
Work with Operations leadership to evaluate service performance, address recurring concerns, and strengthen client confidence and retention.
Advocate for client needs while maintaining commercial discipline and alignment with operational and financial objectives.
Provide strategic direction, coaching, and performance oversight to client relationship management team members, as applicable.
Set expectations, goals, and performance measures for the client relationship management function; promote consistent best practices and accountability.
Coach team members in executive presence, consultative relationship management, negotiations, account strategy, and escalation management.
Foster proactive client engagement, collaboration, continuous improvement, and commercial awareness; develop scalable processes, tools, and team capabilities.