Vice President of Client Services

Vice President of Client Services

Job Summary

The VP of Client Services is a strategic role at Big Squid focused on ensuring customer success with Big Squid's products and services. The VP of Client Services is tasked with the responsibility of owning the customer lifecycle, from the moment a new customer signs a contract to the point a customer was to leave the company. This role oversees product implementation, consulting services, and customer success. Additionally, Big Squid has a number of partner relationships and this role is tasked with ensuring partner satisfaction. This is a Full-time position with Benefits.

Responsibilities

  • Own and manage all processes and resources related to the implementation, services, and customer success of Big Squid's products and services
  • Hire, fire, promote, and retain employees in the Services department
  • Report on key services metrics, including Consulting Utilization, Consulting Revenue, Consulting Margin, Customer Satisfaction, and Customer Retention
  • Participate in weekly executive leadership meetings
  • Report progress to the Board of Directors
  • Oversee all billing or reporting of services to customers and partners
  • Manage and resolve customer escalations
  • Work with other departments to improve product, sales, and operational functions to ensure the highest customer satisfaction possible
  • Adhere to all company policies to ensure secure data system and safe working environment
  • Additional duties, as determined by management, to better accomplish objectives of the role

Qualifications

Required:
  • The successful candidate will have a minimum of 10-15 years business experience
  • Leadership and mentoring skills are required
  • Ability to work at the executive level
  • Experience leading services and consulting teams


Preferred:
  • Advanced degree such as an MBA or equivalent 
  • Experience in the cloud software industry

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