Vice President of Client Services

The Bainbridge Companies•Wellington, FL

About The Position

Position Description: The Vice President of Client Services is a strategic leader responsible for driving client engagement, portfolio performance analysis, and business development alignment. This role will lead the development and execution of client service strategies that enhance client satisfaction, retention, and growth. The VP will collaborate cross-functionally with Operations, Capital Markets, and Business Development to institutionalize best practices, optimize reporting, and scale client-facing processes.

Responsibilities

Conduct portfolio reviews and asset tours to understand product and management differentiators.
Establish relationships with Operations and Capital Markets teams to align on asset and client needs.
Evaluate and enhance client reporting packages, delivery mechanisms, and frequency.
Assess and improve the sales-to-operations handoff and asset onboarding procedures.
Analyze property and portfolio performance against budget and benchmarks.
Develop a standardized performance dashboard template.
Initiate baseline KPIs for business development (pipeline, conversion, retention, churn, cross-sell).
Define business development objectives across a multi-year roadmap:
Foundation and existing client expansion
Channel partner program
New business expansion
Draft CRM requirements and oversee platform selection or optimization.
Develop initial pitch strategy framework, including positioning, value proposition, and case studies.
Lead client roadshow planning and account prioritization.
Design and implement a QBR/YEBR process, including agenda, cadence, and templates aligned with reporting.
Oversee development of a modular pitch deck (company story, results, differentiators, case studies).
Integrate CRM with the pitch process to track leads and opportunities.
Launch initial client roadshow and relationship-building visits.
Develop a channel partner framework and identify joint marketing opportunities.
Build a scalable prospecting engine with standardized outreach templates and cadence.
Define and execute a 12-month conference strategy, including speaking engagements, sponsorships, and client events.
Launch formal QBR/YEBR process with top clients.
Leverage CRM data to evolve client engagement and growth strategies.
Create a comprehensive BD playbook documenting workflows (CRM, pitch, QBR, partner engagement, sales handoff).
Develop a strategic growth roadmap for Year 2, including targets, resource planning, and expansion opportunities.