VP of Client Services (Hybrid)

Job DescriptionJob Description

Vice President of Client Services (Hybrid)

Position Overview

The Vice President (VP) of Client Services is a senior leadership role responsible for ensuring high-quality service delivery, client satisfaction, and business growth within a Managed Services Provider (MSP) environment. This position oversees key client-facing teams, including vCIOs (Virtual Chief Information Officers), TAMs (Technical Alignment Managers), and Client Success Managers, ensuring alignment with company objectives and service excellence standards.

The VP of Client Services plays a crucial role in driving client retention, expanding service offerings, and optimizing operational processes to enhance overall customer experience. This position requires a strategic leader with a blend of technical acumen, business development skills, and team leadership expertise to foster strong client relationships and drive sustainable growth.

Key Responsibilities

Leadership & Strategic Direction

• Lead and manage the Client Services division, ensuring alignment with the companys strategic vision and service objectives.
• Develop and execute strategies to enhance client satisfaction, retention, and service expansion.
• Provide mentorship and leadership to vCIOs, TAMs, and Client Success teams, fostering a culture of accountability, innovation, and continuous improvement.
• Ensure client service operations support overall company growth while maintaining profitability and operational efficiency.

Client Relationship Management

• Serve as an escalation point for complex client issues, ensuring prompt and professional resolution.
• Oversee the end-to-end client experience, from onboarding to long-term relationship management, ensuring engagement and satisfaction.
• Work closely with sales and account management teams to set realistic client expectations and ensure services are delivered per SLAs.
• Provide strategic IT guidance to key accounts, ensuring clients receive value-driven IT solutions tailored to their business goals.

Business Development & Growth

• Collaborate with sales and business development teams to identify upselling and cross-selling opportunities.
• Participate in client proposals, RFPs, and presentations, providing input on service offerings and IT solutions.
• Drive expansion into new service areas, including cybersecurity, cloud computing, and managed IT solutions.
• Implement opt-out campaigns strategically, ensuring clients remain engaged while maintaining strong retention rates.

Team Development & Talent Management

• Lead and develop a high-performing team by providing ongoing training, coaching, and career development opportunities.
• Conduct regular performance reviews, set clear goals, and provide constructive feedback to enhance team efficiency.
• Promote cross-functional collaboration, ensuring seamless communication between technical and client service teams.
• Operational Excellence & Process Optimization
• Establish and continuously improve service delivery processes, ensuring efficiency, scalability, and high-quality execution.
• Collaborate with operations and technical teams to streamline workflows, reduce costs, and enhance service quality.
• Lead automation and technology adoption initiatives to enhance client service management and reporting capabilities.

Financial Oversight & Budget Management

• Develop and manage budgetary plans for the Client Services division, ensuring financial efficiency while maintaining service quality.
• Monitor profitability, resource allocation, and cost control to optimize business performance.
• Work with finance and sales teams to develop pricing models, forecasts, and financial strategies to support revenue growth.

Required Qualifications

Education & Experience

• Bachelors degree in Computer Science, IT, Business Administration, or a related field (MBA ).
• 8-10+ years of experience in the IT services industry, with at least 5 years in a senior leadership role.
• Proven experience leading client-facing teams in an MSP or IT consulting firm.
• Strong background in MSP operations, IT service delivery, and client management.
• Demonstrated ability to drive client retention, service innovation, and operational efficiency.

Skills & Competencies

• Leadership & Team Management Experience building and leading high-performance teams in a service-driven environment.
• Client Relationship Management Strong ability to cultivate long-term client partnerships and enhance customer experience.
• Financial Acumen Experience managing budgets, P&L, and revenue forecasting.
• Strategic Problem-Solving Ability to address complex client challenges with data-driven solutions.
• Communication & Presentation Skills Excellent verbal and written skills for client engagement, executive reporting, and internal collaboration.
• IT Industry Knowledge Familiarity with cloud computing, cybersecurity, IT infrastructure, and digital transformation.

Certifications

• ITIL, PMP, or other IT service management or project management certifications.
• Technical certifications such as Microsoft, Cisco, AWS, or equivalent are a plus.