VP of Client Success

Job Summary: 

 A Vice President of Client Success is responsible for soliciting, reviewing, analyzing and acting on client feedback, via all sources, with appropriate branch level leaders and executive team members to help drive continuous improvement and implement process enhancements. This position proactively communicates and work with high-value clients to ensure satisfaction.

 

Data sources include Work Points, Business/Market Intelligence, Power Bi Survey results, Ask Nicely Survey results, Google, Strong Room, C3, CAM Dashboard, Client Deliverables, CCTRs, client contracts, Board Meetings, vendor sources, Town Square, and Client Feedback survey.

 

Essential Duties and Responsibilities: 

Work with leadership team to respond to client feedback, actions and follow-up

• Initiate, execute and follow up on SRP (Service Recovery Plan), informing and actioning with BP, VP, Directors and other appropriate team members.
• Serve as POC to manage all BBB escalations and resolution from initiation to close out
• Serve as leadership POC on initial escalation from Boards or Owners informing and actioning with BP, VP, Directors and other appropriate team members to secure positive client resolution.
• Initiate Board of Director Check Ins for proactive client relationship and inform and action with BP, VP, Directors and other appropriate team members any required actions to ensure client satisfaction.
• Prepare Weekly Summary Report containing relevant data and information covering: SRP Process accounts, Upcoming actions, Acct loss themes, Client Escalation/Review Tracker (+/- Week over Week). This report will be provided to the BP and VP by COB on Thursday
• Implement and manage the Franklin Covey “Leading Customer Loyalty Program”, to align with the purpose and objectives of Associa’ s 5-star Customer Service Model.

• Baseline data points including Employee Pulse Rating, Employee Turnover, CAM Turnover, Client Rating, % Positive and % Negative scores will be measured and charted against through the course of the program to determine help measure program impact.

• Monthly CCTR meeting between Directors of Community Managers and Homeowner Service manager to ensure alignment of departments and operating processes aligned to customer feedback.

 

Identifies/coordinates/actions Operational Functions, Business Metrics and Conducts Analysis

• CCTR Monthly reporting analysis

• Identify trends
• Identify movement (escalations, deliverable concerns, CAM turnover)
• Identify and action next steps for clients scored as ‘1’ or ‘2’
• Present at leadership meeting, along with action items and assignments

• Manage the client loss process; Board outreach and follow up, notification of termination, Salesforce input, and conduct autopsy.
• Partner with Ops/HR for new team on-boarding to train new hires on Client TLC tools and touches.
• Partner with Accounting to ensure financial deliverables are on time and accurate for all high touch financial clients.

 

 

Outreach

• Establish and maintain on-site client and GM touch points and engagement program.
• Partner with HR of on-site team member touch points
• Conduct quarterly On-Site GM Round Table Forum on an established cadence
• Establish and maintain recurring Board Boot Camp program
• Establish and Implement Board Training Series for both existing and prospective clients

  

Contracts / Renewals

• Work in partnership on client contracts with CAM and Director to secure renewals, and with BP on rates and terms.
• Work in partnership with Sales on existing clients RFPs for successful renewals
• Work in partnership with Sales and with the BP on new client acquisition presentations
• Implement and manage a branch program for On-Boarding New Clients to ensure positive experience
• Participate in client communications during transitions for potential retention/escalations items
• Implement and manage branch Key Result Area’s (KRAs) contract program.

Success Measurements Year One

• 50% reduction in lost client’s YoY
• Improvement in CCTR scores to maximum of 25%-30% of clients on 1 and 2 rating
• Reduction in number of clients on SRPs to maximum of 25%

Qualifications

Required Experience/Skills:

• 5+ years of experience in client-facing role
• Ability to influence others to stated outcomes
• Strong