Senior Vice President of Client Services

Description

The Senior Vice President of Client Services is an executive leadership role responsible for the strategy, leadership, performance, and overall client outcomes of Stirista’s Client Services organization.

As both a strategic leader and hands‑on executive, the Senior Vice President establishes the department’s vision, operating model, performance expectations, and service standards. This role ensures consistent delivery of high-quality, data‑driven marketing solutions and a value‑focused client experience across Stirista’s portfolio.

The Senior Vice President serves as the executive sponsor for key client relationships, guides complex engagements, and provides leadership during critical client situations. This position partners closely with Growth, Sales, Operations, Product, Analytics, Media, and other departments to align client strategy, improve delivery, support revenue retention and expansion, and strengthen the end‑to‑end client experience.

This leader is accountable for building a scalable, high‑performing Client Services organization that balances client needs, employee development, operational excellence, and Stirista’s business objectives.

• Provide executive leadership and strategic direction for the entire Client Services department, including the Client Services Manager, Team Leads, Specialists, and Coordinators.
• Lead through the department’s management structure by establishing clear expectations, decision‑making authority, performance standards, and accountability at every level.
• Develop and execute the Client Services strategy, organizational structure, operating model, and long‑term roadmap in alignment with Stirista’s growth objectives.
• Oversee the successful execution of client engagements across data, acquisition email, digital media, CDP, analytics, and other Stirista offerings throughout the full account lifecycle—from sales handoff and onboarding through campaign execution, ongoing account management, and monthly or quarterly business reviews.
• Establish department‑wide service standards, operating procedures, workflows, escalation protocols, and performance metrics to ensure consistent and scalable client experience.
• Monitor the overall client portfolio for account health, satisfaction, retention risk, delivery challenges, and growth opportunities. Ensure the team proactively identifies and addresses potential issues.
• Ensure clients understand and recognize the value of their partnership with Stirista by guiding the team in delivering thoughtful, insight‑driven recommendations aligned with each client’s business and marketing objectives.
• Serve as executive sponsor for strategic and high‑value client accounts, building and maintaining relationships with senior client stakeholders and serving as a trusted advisor and escalation point.
• Provide executive leadership and decision‑making for complex or high‑risk client situations, balancing client expectations, employee capacity, operational requirements, financial impact, and company objectives.
• Build, lead, coach, and develop a high‑performing Client Services leadership team while ensuring consistent development and career growth opportunities across the broader department.
• Foster a culture of accountability, collaboration, responsiveness, client advocacy, continuous improvement, and professional development.
• Drive accountability for client outcomes, including client satisfaction, loyalty, retention, expansion, and the quality and timeliness of cross‑functional delivery.
• Partner with Growth and Sales leaders to strengthen client transitions, support renewals, identify up‑sell and cross‑sell opportunities, and contribute to sustainable revenue growth.
• Serve as a subject‑matter expert in digital…