Vice-President, Client Services - Life Sciences

Job Title

Vice-President, Client Services - Life Sciences

Job Description Summary

The Vice President, Client Services leading Life Sciences (LS) is responsible for the overall management of the LS client portfolio & P&L across North America, accountable for the performance and customer satisfaction of a complex, highly technical, and demanding client base. Customer interaction and partnering in a “C-Level” environment is required.  Must be able to develop and communicate both strategic and tactical plans and ensure timely delivery of the same. 



The person in this role is positioned to align with the LS industry and clients and to understand the underlying dynamic and utilization of this knowledge to drive market share growth.  The person in the role is ultimately responsible for nurturing and expanding relationships with strategic customers driving organic expansion, customer loyalty and retention of business. The person will identify opportunities to introduce innovative processes to reduce cost, technologies to drive value and innovation, and services to continuously enhance C&W Services impact to the clients' infrastructure.

Job Description

Principal Responsibilities

• Represents the values of C&W Services to the account teams and the clients
• Oversees the successful operational delivery of contractual scope while driving a culture of continuous improvement to reduce cost waste and optimize the client experience.
• Aligns to establish productive, professional relationships with key customers, seeking to build trust and partnership at strategic levels of the clients, drive strategy to be a partner vs a supplier
• Develops front line service delivery team and leadership, measuring and ensuring safety culture dominance, technical competence, and proactive service orientation
• Create and operationalize Go To Market strategies to advance market share within the Life Science vertical
• Accountable for delivering top and bottom-line financial results
• Acts as a true business partner of customers’ business. Must listen, be curious and passionate to explore opportunities that will mutually benefit both parties
• Seeks and identifies new growth opportunities that may involve new service lines, geographies, Cushman & Wakefield cross sell 
• Proactively assess, clarify, and validate customers’ needs on an ongoing basis
• Coordinates the involvement of company personnel, including support and management resources in order to meet account performance objectives and customers’ expectations.
• Manages, schedules, and attends Quarterly Business Review and Annual Business review meetings for key accounts and engages internal executive leadership participation
• Communicates regularly with key customers on company updates, initiatives, and other pertinent information
• Proactively leads a joint company strategic account planning process that develops mutual performance objectives, financial targets and critical milestones.
• Develop high performing teams that foster balanced leadership around cost controls, client experience, teammate experience and portfolio growth

Other Responsibilities:

• Develop annual operating budgets and periodic forecasts
• Updates executive leadership team on strategic account plans and accomplishments, opportunities/risks and financial results while forecasting anticipated impacts to plan.
• Establishes account growth and renewal plans and engages cross functional resources throughout the renewal lifecycle to improve the readiness of the account ensure retention and growth
• Builds rapport with Business Development, Marketing & Solutions, Client Services, and other functions (Legal, HR, Finance, Technology) to support delivery of services to the customer and minimize risk to C&W Services

Performance Measurements:

• Leading safety culture for the accounts, ensuring all programs are in place and account personnel understand safety as the priority
• Top and bottom-line performance to plan for the account
• Implementation of account strategic plans aligned with C&W Services goals and supporting of client initiatives
• CIP results:  YOY improvement in key survey metric scores including areas of communication, interaction, innovation scores
• New service line expansion (C&W Services and/or Cushman & Wakefield Cross Sell) and $ value added YOY
• Introduction and implementation of innovative ideas and best practices at accounts on a quarterly basis

Required Experience and Knowledge

The successful candidate will have proven experience in developing collaborat