VP of Client Services

POSITION OVERVIEW

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.

 

 

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

Strategic Leadership

• 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.

Team Leadership & Development

• 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.

Client Relationship Management

• Cultivate strong relationships with key clients, including C-suite executives.
• Serve as executive sponsor for major accounts, ensuring expectations are consistently exceeded.

Service Delivery Excellence

• Oversee scalable service delivery models that ensure efficiency, quality, and client satisfaction.
• Continuously improve processes and workflows to enhance the client experience.

Revenue Retention & Growth

• 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.

Market Intelligence & Insights

• Leverage client feedback, industry trends, and competitive intelligence to inform strategic decisions.
• Anticipate evolving client needs and adapt service strategies accordingly.

Cross-Functional Collaboration

• 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.

Performance & Accountability

• Define and monitor KPIs for client satisfaction, retention, and service delivery.
• Drive a culture of accountability and continuous improvement across all client service functions.

Budget & Resource Management

• Manage departmental budgets and allocate resources to maximize ROI and operational efficiency.

Executive Representation

• Represent the client services organization at executive meetings, industry conferences, and public forums to enhance brand visibility and credibility.

 

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Bachelor’s degree in Business, Communications, or related field; MBA preferred.
• 10+ years of progressive experience in client services, account manag