Vice President of Client Services, B2B

Future B2B (a division of Future PLC) is a combination of proprietary technology and well-known brands, including SmartBrief, ActualTech Media and ITPro. Future B2B reaches millions of readers and delivers an unparalleled experience across newsletters, advertising, lead generation, content creation, webinars and live events.

Description

We are looking for a dynamic Vice President of Client Service to lead our client services department, overseeing a portfolio of 2,000+ clients across 15 industries. You will be responsible for client satisfaction, retention, and growth strategies across a diverse portfolio of brands and offerings, including media, custom solutions, live/virtual events, and demand generation services. You will lead the strategy, structure, management, and operations of our client success organization with a focus on customer experience, while tracking important business and financial metrics.

What you'll be doing

• Lead the global B2B client services department, ensuring outstanding service delivery across products.
• Reimagine and lead strategy for the Client Services department, focusing on important projects for retention and account-based growth.
• Develop and implement a seamless and integrated customer journey, including onboarding, engagement throughout delivery, satisfaction, retention, and growth.
• Work with Sales, Operations, and Delivery leaders to design and implement account-based growth strategies across 15 markets.
• Establish client success metrics (adoption, satisfaction, upsell) while identifying and addressing high-risk customers.
• Collaborate with sales and delivery teams to develop techniques for delivering on-time and within-budget solutions, increasing efficiency and satisfaction.
• Partner with peer leaders to resolve client-blocking issues and manage relationships at the executive level.
• Develop best practices for primary products, while looking for opportunities to create new value for clients.
• Work with Product and Technology teams to ensure the voice of the customer informs the product roadmap and helps provide world-class solutions.

Experience that will put you ahead of the curve

Experience

• 15+ years of experience in client services and B2B media
• Experience managing a large client base across multiple industries.
• Expertise in managing media, custom solutions, live/virtual events, and demand generation services.
• Experience creating strategies that deliver client retention and satisfaction.
• Experience managing a client services organization serving a diverse customer base from niche market leaders to enterprise multinational corporations

Skills

• Leadership: Works to develop client service teams.
• Strategy: Able to design comprehensive client engagement and retention strategies aligned with business metrics.
• Collaboration: Works to deliver seamless customer experiences and align product development with client feedback.
• Problem-Solving: Can handle escalations and provide impactful solutions.
• Analysis: Proficient in data-driven decision-making to monitor client health and success.

Qualifications

• Bachelor's Degree required, MBA ideal
• Knowledge of B2B media products and services
• Experience working across multiple departments and teams
• Experience managing executive partners
• Experience with Salesforce, Tableau, Looker, GAM and ad serving technologies, Asana and project management tools

What's in it for you

The expected range for this role is $162,000 - $185,000

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Wellbeing support with access to our Colleague Assistant Programs
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level Commercial 2

This is a Remote-based role. Future US is currently eligible to hire in 34 states, these include,

Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Kentucky.

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!

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