VP, Client Services

We are seeking an experienced Vice President of Client Services to lead our Commercial Business Unit's client-facing operations. This role is responsible for driving exceptional technology services delivery, fostering strong customer relationships, and maximizing organic growth opportunities while maintaining healthy account profitability. The ideal candidate will be a proven leader who excels at building high-performing teams and has strong financial acumen to optimize gross margins across our client portfolio.

Key Responsibilities:

Service Delivery & Customer Success

Oversee end-to-end delivery of client engagements, ensuring quality, timeliness, and alignment with customer expectations

Develop and implement service delivery frameworks and best practices to drive consistent, exceptional outcomes

Maintain high customer satisfaction scores and proactively address any service issues or concerns

Client Relationship Management

Build and maintain strategic relationships with clients at an executive level and operate as a trusted advisor by gaining a deep understanding of client goals

Conduct regular business reviews and strategic planning sessions with clients

Identify account expansion opportunities and collaborate with sales teams to drive organic growth

Serve as the primary escalation point for complex client issues and contract negotiations

Team Leadership & Development

Recruit, hire, and develop a world-class client services organization

Provide mentorship and career development opportunities for team members at all levels

Foster a culture of excellence, accountability, and continuous improvement

Establish clear performance metrics and management systems for the client services team and provide weekly updates to Oteemo leadership

Financial Management

Own P&L responsibility for client services operations, including revenue recognition and margin optimization

Monitor and improve gross margins across client accounts through effective resource allocation and pricing strategies

Collaborate with finance to develop accurate and predictable forecasting and budgeting for the client services organization

Implement cost management initiatives while maintaining service quality standards

Strategic Planning & Operations

Develop and execute strategic plans for scaling the client services organization

Oversee the expansion of our India based global delivery center

Partner with the Oteemo Digital Solutions Group to ensure service offerings align with market needs

Establish operational processes and systems to support efficient service delivery at scale

Drive continuous improvement initiatives based on client feedback and performance metrics

Required Qualifications:

Bachelor's degree in Business, Engineering, or related field; MBA preferred

10+ years of progressive leadership experience in technology focused client services, consulting, or professional services

Willingness to travel to meet clients in person and attend corporate events as required

Proven track record of managing P&L responsibility and driving profitable growth

Strong financial acumen with experience in margin management and account profitability analysis

Demonstrated success in building and scaling high-performing global teams of 25+ professionals

Experience managing complex client relationships and driving organic growth within existing accounts

Excellent communication and presentation skills with ability to engage C-level executives

Strong analytical and problem-solving capabilities

Experience with service delivery methodologies and project management frameworks

Preferred Qualifications:

Experience in technology consulting or professional services industry

Track record of successfully scaling client services organizations through periods of rapid growth

Knowledge of modern software delivery methodologies (Agile, DevOps, etc.)

Experience with CRM and project management tools

Previous experience in a similar VP or Director-level role