Job Description
We are seeking an experienced Vice President of Client Services to lead our Commercial Business Unit's client-facing operations. This role is responsible for driving exceptional technology services delivery, fostering strong customer relationships, and maximizing organic growth opportunities while maintaining healthy account profitability. The ideal candidate will be a proven leader who excels at building high-performing teams and has strong financial acumen to optimize gross margins across our client portfolio.
Key Responsibilities:
Service Delivery & Customer Success
- Oversee end-to-end delivery of client engagements, ensuring quality, timeliness, and alignment with customer expectations
- Develop and implement service delivery frameworks and best practices to drive consistent, exceptional outcomes
- Maintain high customer satisfaction scores and proactively address any service issues or concerns
Client Relationship Management
- Build and maintain strategic relationships with clients at an executive level and operate as a trusted advisor by gaining a deep understanding of client goals
- Conduct regular business reviews and strategic planning sessions with clients
- Identify account expansion opportunities and collaborate with sales teams to drive organic growth
- Serve as the primary escalation point for complex client issues and contract negotiations
Team Leadership & Development
- Recruit, hire, and develop a world-class client services organization
- Provide mentorship and career development opportunities for team members at all levels
- Foster a culture of excellence, accountability, and continuous improvement
- Establish clear performance metrics and management systems for the client services team and provide weekly updates to Oteemo leadership
Financial Management
- Own P&L responsibility for client services operations, including revenue recognition and margin optimization
- Monitor and improve gross margins across client accounts through effective resource allocation and pricing strategies
- Collaborate with finance to develop accurate and predictable forecasting and budgeting for the client services organization
- Implement cost management initiatives while maintaining service quality standards
Strategic Planning & Operations
- Develop and execute strategic plans for scaling the client services organization
- Oversee the expansion of our India based global delivery center
- Partner with the Oteemo Digital Solutions Group to ensure service offerings align with market needs
- Establish operational processes and systems to support efficient service delivery at scale
- Drive continuous improvement initiatives based on client feedback and performance metrics
Required Qualifications:
- Bachelor's degree in Business, Engineering, or related field; MBA preferred
- 10+ years of progressive leadership experience in technology focused client services, consulting, or professional services
- Willingness to travel to meet clients in person and attend corporate events as required
- Proven track record of managing P&L responsibility and driving profitable growth
- Strong financial acumen with experience in margin management and account profitability analysis
- Demonstrated success in building and scaling high-performing global teams of 25+ professionals
- Experience managing complex client relationships and driving organic growth within existing accounts
- Excellent communication and presentation skills with ability to engage C-level executives
- Strong analytical and problem-solving capabilities
- Experience with service delivery methodologies and project management frameworks
Preferred Qualifications:
- Experience in technology consulting or professional services industry
- Track record of successfully scaling client services organizations through periods of rapid growth
- Knowledge of modern software delivery methodologies (Agile, DevOps, etc.)
- Experience with CRM and project management tools
- Previous experience in a similar VP or Director-level role