Vice President, Client Success (PR Agency)

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Red Fan is rapidly establishing itself as the go-to communications partner for high-growth B2B tech companies. To scale this capability, we are now adding a Vice President (VP) role to oversee our Client Success team and work directly with the President on the go-to-market strategy and new business development. This is a new role at the agency and one we are very excited about.

The ideal person for this role has been in the agency world, can command a room, has a proven track record of quickly building trust with clients and staff. In addition, the VP of Client Success has worked in the fast-paced world of B2B companies in rapid growth mode and is proven in their ability to help companies position exit strategies from building brand equity toward IPO or acquisition.

The VP of Client Success must have a proven track record of determining a variety of high impact integrated PR and marketing strategies, which includes but is not limited to securing, maintaining, and growing business as well as providing strategic client counsel, leading internal teams, and providing mentoring and guidance to staff to secure the results they aim to achieve on behalf of each client.

The VP of Client Success knows all sides of the business, is excited to put a new structure to serve clients and is known for being a stellar client strategist and mentor to client success managers. They know the importance of managing a strong P&L while being committed to providing our clients with stellar services and results. Our reputation is as good as our client management and our ability to back it up with the raving fan-worthy services. To execute on this at the highest level, we have a Client Success Department made up of proven client success managers focused on strategy and ensuring our clients get the very best expertise against the campaigns and goals we have set together.

The VP of Client Success role at Red Fan is responsible for building out a stellar scalable client success department that meets the needs of our target clientele and is held to the highest standards. The VP of Client Success is client-facing and has a solid and productive relationship with the Supervisor of our Services team. They work together to ensure the talent maps to the business goals for each client and plan ahead. In this role, the VP is a tremendous coach and oversees the client success team’s best practices, training, and development. Additionally, the VP operationalizes best practices for establishing five-star raving fans of the agency.

The ideal person for this role is an experienced self-starter who is well connected externally, is a strong people manager, understands the importance of P&L management and shared services and has the drive to scale the business and be a visible thought-leader in the industry. The VP of Client Success reports directly to our President, provides oversight and direction for the client success services department, and oversees staff to ensure they are consistently exceeding expectations for our clients with measurable impact.

Position Summary:

The VP of Client Success position is part of the agency’s management group and is focused on the company’s business goals. The VP has seasoned award-winning experience in designing and supervising a team in executing integrated marketing and communications campaigns, marketing, management, technology, and B2B/B2C vertical experience; a minimum of 10 to 15 years is required. 

 While our ideal candidate may have large agency experience, they must be able to demonstrate how they would parlay that experience to the culture and unique client/agency challenges that small to mid-size public relations agencies face. They must ultimately ensure client arrangements are on track and fruitful both for the client as well as for the agency and team members running the day-to-day efforts as measured by contract renewals and overall agency growth.

Essential Duties and Responsibilities:  To perform this role successfully, an individual must be able to execute the following:

Revenue Management

  • Responsible for overseeing and growing a multi-million dollar agency. This includes nurturing existing client relationships, growing retainers through additional services, and preparing for natural client turnovers by developing client referrals and supporting the new business team with proposal development and team selection.
  • Proven ability to drive strategy for annual company P&L goals by leading Red Fan’s customer success efforts in measurable ways and net profit margins 
  • Maintain profitability by ensuring clear communication management with the services team to manage team hours and agency resources. This includes managing effective time-tracking, client billing, scope creep, activity reports and general administration, meeting all required deadlines.
  • Stay ahead of client needs by pinpointing additional agency services and drive awareness of those needs to our marketing channels and work with agency leadership to build out those new offerings.
  • Coordinate with Client Services teams on pricing and assigned team members to ensure potential clients are meeting the team members that will indeed work on their account (resource management).
  • Work with Client Services team to successfully renew agency accounts. This means that client discussions around renewals are taking place 90-days in advance and that clients know our process for keeping their Red Fan team intact by having a process around renewals.

Successful revenue management is evidenced by services group utilization by area of expertise and individuals plus revenue under contract, client renewals and overall account profitability

PR Results, Client Service and Business Development

  • Generate high-quality PR results based on each of the assigned client’s goals
  • Assume a “buck-stops-with-me” responsibility for client programs
  • Takes a data-backed approach to strategy as well as measuring results in terms that clients appreciate and value 
  • Direct and guide agency teams and provide senior strategy with high-value clients
  • Maintain strong relationships with a handful of personal media and other industry contacts
  • Invest in a strong understanding of social media and marketing worlds
  • Ensure strong internal relationships with both the client and agency teams to ensure that you are able to take the lead on client outreach, research, presentation development, and regular participation, negotiation and closing of client renewals and new business pitches with directors, CFO and the owner of the agency
  • Ensure achievement of all client PR program deliverables, with high-quality results, by team
  • Direct PR programs, launches, and plans; press tour management; attendance as required
  • Strategic thinking; active participation in positioning workshops, and add value/counsel to all program elements (i.e. customers/speaking, media, top tier business press and senior industry analysts, and well-known industry pundits
  • Supervise team members on client presentations, including creation and correct positioning for flow and/or strategic editing.
  • Ensure a complete understanding of client technologies and markets in a wide variety of industry sectors; includes imparting knowledge to team and directing their research efforts as well.
  • Manage team accountability to deliver client results; serve as primary contact and strategic direction for all team members; coach and instruct an entire team through a launch and orchestrate the various components within the team
  • Other duties as assigned

Successful client service is measured by achieving client benchmarks and goals as evidenced by client renewals, referrals, references, low team and client turnover, as well as other internal success measurements.

Company Leadership/People and Team Management

  • Consistent participation in management meetings; adding value to strategic discussions; includes internal strategy sessions as well as planning for company offsites, etc.
  • Regularly participates and leads internal training brainstorms and team building sessions to demonstrate knowledge and leadership; coaches others.
  • Support the rollout of management decisions; provide support/synergy with operations/executive teams; make staffing recommendations.
  • Stress and time management; strong organizational skills and control over the balance of work/life demands.
  • Strong leadership skills and presence that includes impactful communication, negotiation, and polished presentation delivery/counsel.
  • Serve as a role model for everyone, uphold agency values, policies and procedures, lead by example and promote team building.
  • Be ready, willing, and able to roll up sleeves and help do what it takes to get the job at hand done with top results.
  • Provide direct feedback, mentoring and coaching daily to all team members to help aid in their career development and job performance successes, and resolve any team job performance issues such as accountability, productivity or unacceptable client performance directly with team members, involving the agency president or HR when necessary.
  • Assume personnel management for direct reports and help others in their growth and abilities to manage others. This includes participation in conducting performance and salary reviews, employee development and coaching/mentoring, promotion, or probation.
  • Invest in your own expertise and growth
  • Other tasks as assigned

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty as outlined.  The requirements listed below are representative of the knowledge, skill, and or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education/Experience:

4-year college degree and/or Masters degree

Proven experience in management in an agency environment with P&L responsibilities

B2B, Tech and Corporate Communications client experience

A minimum of 10 to 15 years of experience is required

Computer Skills:

Office productivity software, Asana, HubSpot, Google Workspace, Microsoft Office, Cision, Trendkite

Language Ability:

Read, analyze and interpret complex documents and concepts.  Respond effectively to sensitive inquiries.  AP style proficient.  Write Speeches, and articles using innovative techniques.  Make persuasive presentations on complex topics to management, public groups, clients and board of directors.

Reasoning Ability:

Must be able to strategize and plan for the growth of client success team and team members. Must be able to lead a team in coming up with strategies for clients.

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Location

200 E 32nd St, Austin, TX 78705

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