Job Description
Job Description
This is a full-time hybrid role for a Vice President of Client Services, based in Savage, MN, with opportunities to work from home. The VP of Client Services will lead and scale client service operations, oversee and manage client relationships, execute strategic plans, and lead the delivery of exceptional client services. Key responsibilities include building and maintaining strong client partnerships, developing and implementing client strategies, fostering client satisfaction and retention, and collaborating with internal teams to ensure service excellence. The individual will also lead and mentor a team, drive performance, and contribute to the company's sales and business growth initiatives. This executive role will be responsible for standardizing and enhancing the client journey across the company's portfolio to drive retention, increase productivity, and support organizational growth. The ideal candidate is a strategic leader who excels at developing talent, building high-performing teams, and delivering an exceptional client experience in a professional environment.
Responsibilities:
Client Retention & Client Experience
- Achieve and maintain a client retention rate of 90% or higher.
- Ensure consistent execution of the client journey for all new and existing clients.
- Participate in new client kick-offs and regular client updates, offering feedback to improve implementation and engagement.
- Improve client implementation rates to 75% or more of all recommendations by 2026.
Team Leadership & Development
- Lead (strategically) and manage (tactically) the Client Services organization.
- Foster a high-performing, collaborative team structure.
- Mentor and develop the client service team to prepare for future company growth.
- Enhance team member engagement and support professional growth within the Client Services department.
Talent Acquisition & Retention
- Recruit top talent for Program Manager roles in Client Services with a focus on client engagement and cultural fit.
- Establish a supportive, growth-oriented environment that attracts and retains high-quality team members.
Operational Efficiency & Scalability
- Drive productivity improvements through the adoption of new system tools and automation.
- Assist and collaborate in the implementation and integration of an ERP system to automate and streamline processes.
Qualifications:
- Proven success in leading and scaling client services teams in a professional or software services environment.
- Demonstrated track record of improving client satisfaction, retention, and team performance.
- Experience in designing and implementing operational processes that support scalability and growth.
- Strong leadership skills with a passion for coaching and developing high-potential talent.
- Ability to influence across all levels of the organization and foster cross-functional collaboration.
- Proficiency in using data analytics to inform decision-making and improve client outcomes
- Excellent communication, interpersonal, and problem-solving skills
- Experience with ERP systems and process automation is a plus.
- Must reside in the Twin Cities, MN area.
About Company
StrategicSource, Inc. (SSI) is a veteran-owned, values-driven company founded in 1992 and located in Savage, Minnesota, with the idea of delivering innovative spend management solutions to increase profits. SSI helps clients reduce costs, save time, and improve profitability through the effective management of services and supplies. With over 30 years of experience, StrategicSource generates real, measurable, and auditable results that help clients become more profitable and more efficient. SSI was placed on the Minnesota Best Places to Work list for 2023 and 2024 and was placed on Inc. Magazine’s list of the fastest-growing private companies in 2025.