Pioneering custom reimbursement solutions for companies with mobile employees
Our client designs and administers vehicle reimbursement programs and expense management solutions for companies with mobile employees.
Companies are under increasing pressure to reduce costs, administration, and liability while increasing employee satisfaction and productivity. Our client's reimbursement experts, technologists, and tax specialists ensure these goals are achieved.
Each program maximizes the benefits of combining tax-free reimbursements with an easily managed and automated process for administration, resulting in lower costs, enhanced productivity, and increased employee satisfaction.
The Position
Reporting directly to CRS Founder & CEO Gregg Darish, the Vice President of Client Services will play a senior leadership role as part of the senior executive team, overseeing all client services operations, holding leadership responsibility for a team of 30+ account managers and call center service representatives.
Responsible for overall client satisfaction, the Vice President of Client Services will recommend appropriate strategies, tactics and operational initiatives to continuously enhance client satisfaction. The VP of Client Services will provide vision and leadership to our Call Support and Account Management teams.
This role will also work closely with both the VP Sales on the business side to help close, onboard, and review CRS users. The VP Client Services will also work in concert with the CTO, participating in SaaS implementation of CRS software, product roadmap recommendations, and internal management software development including CRM software and other management software as required.
Reporting directly to the CEO, the CRS VP Client Services shall:
• Successfully lead & manage a client services team of 30 to 50 staff
• Be responsible for hiring, training, measuring and motivating the team
• Working with global B2B Global 2000 client relationships in onboarding new relationships, and managing & growing existing customers
• Travel when needed to meet key client stakeholders to establish, develop, and maintain those relationships, including the management, expansion and renewal of multi-year customer contracts
• Manage short- and long-term staff planning, recruitment, performance management, work assignments, training, mentoring, career development, and recognition or disciplinary actions
• Set up processes for project team selection, resource loading, KPIs, etc.
• Own & drive overall client satisfaction
• Manage & expand internal call centers with a follow-the-sun client support capability
• Be able to support SaaS software-powered services solutions via training and technical proficiency within the client services team, and strong interface to the software development organization
• Be responsible for business planning and proposals, operating budgets and financial terms / conditions of contracts for both internal and external customers.
• Set up and monitor a set of customer SLAs to which the entire company will adhere
The successful candidate must also have the ability and experience to lead a multi-disciplined organization in a multi-location environment.
Ideal Candidate Profile
Click the hyperlink below for a diagram illustrates the intersection of competencies critical in the VP Client Services position:
VP Client Services Competencies Heatmap
Staff
The team reporting into the VP Client Services runs at about 30 staff. Departments that report into this role include the following:
• Account Management (enterprise side corporate B2B relationship managers)
• Call center (driver-side customer management)
Compensation
Compensation is competitive with the marketplace. In a performance-based environment, this will include base salary, incentive bonus structure based on qualitative and quantitative MBOs, and the opportunity to participate in any liquidity event/change of control that may occur in the future of the company.
