VP of Client Services

MCI Careers • IA

93d

About The Position

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a visionary and results-driven Vice President of Client Services to lead our client-facing organization and elevate the customer experience. This executive role is responsible for shaping and executing client service strategies, building high-performing teams, and fostering trusted partnerships that drive satisfaction, retention, and long-term growth. As VP of Client Services, you will play a pivotal role in strengthening client relationships, enhancing service delivery, and positioning the company as a trusted leader in a dynamic and evolving industry.

Requirements

• Bachelor’s degree in Business, Communications, or related field; MBA preferred.
• 10+ years of progressive experience in client services, account management, or customer success, including 5+ years in a senior leadership role.
• Proven track record of driving client satisfaction, retention, and revenue growth.
• Experience managing large, geographically dispersed teams across multiple industries.
• Expertise in building and scaling client service delivery models.
• Exceptional leadership, strategic planning, and motivational skills.
• Strong communication, negotiation, and relationship-building abilities.
• Proficiency in CRM/CSM platforms and service analytics tools.
• Deep understanding of client lifecycle management and market dynamics.
• Willingness to travel extensively for client engagement and team leadership.
• Demonstrated ability to foster a culture of innovation, accountability, and service excellence.

Responsibilities

• Develop and execute a comprehensive client services strategy aligned with the company’s long-term goals.
• Champion a client-centric culture that promotes loyalty, retention, and lifetime value.
• Build, lead, and mentor a high-performing client services team.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Drive professional development and succession planning to ensure leadership continuity.
• Cultivate strong relationships with key clients, including C-suite executives.
• Serve as executive sponsor for major accounts, ensuring expectations are consistently exceeded.
• Oversee scalable service delivery models that ensure efficiency, quality, and client satisfaction.
• Continuously improve processes and workflows to enhance the client experience.
• Partner with sales and account management to identify opportunities for expansion, renewals, and cross-sell/upsell initiatives.
• Monitor client health metrics to proactively mitigate risks and maximize retention.
• Leverage client feedback, industry trends, and competitive intelligence to inform strategic decisions.
• Anticipate evolving client needs and adapt service strategies accordingly.
• Collaborate with product, operations, marketing, and finance teams to align client service initiatives with company-wide objectives.
• Provide actionable insights from client interactions to influence product development and innovation.
• Define and monitor KPIs for client satisfaction, retention, and service delivery.
• Drive a culture of accountability and continuous improvement across all client service functions.
• Manage departmental budgets and allocate resources to maximize ROI and operational efficiency.
• Represent the client services organization at executive meetings, industry conferences, and public forums to enhance brand visibility and credibility.

Benefits

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance.
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: Bachelor's degree