Vice President Account Management

Primary Goal: The Vice President of Account Management plays a pivotal role in overseeing client relations and enhancing the customer experience at GLOBO. This entails effective business and relationship management across all client relationships, with a focus on expanding our service offerings. The Vice President of Account Management will have direct leadership responsibility, overseeing the Client Account Management Team and the Implementation and Delivery Team. Additionally, they provide support to the Account Managers across GLOBO’s key accounts. Key duties include managing client contracts, ensuring service delivery meets client expectations and contractual obligations, overseeing product and service delivery, network performance and management, Joint Operating Committee, and Quarterly Business Reviews. The Vice President is accountable for managing profit and loss, including achieving budgetary and margin goals. The Vice President will serve as the primary lead for client retention and contract renewal, ensuring client satisfaction and driving business strategy goals, including successful upselling to meet annual targets.

Responsibilities: 

• Develops the Customer Success Department by defining, maintaining, and managing achievement of the Department KPIs, reporting to leadership on client trends, and running the customer experience L10 meetings.
• Manages and mentors the Account Management team to ensure renewal strategies, relationship development, and client management are efficient and optimal
• Support the RFP Process for all current and new logo business
• Lead Senior Level meetings within our key segments - Healthcare, Government, Education, and Legal
• Drives initiatives within and is accountable for client retention and growing existing client base
• Monitors evolving client needs and trends that will meet the current
• and future client demands.
• Works in conjunction with the Marketing Department to develop marketing campaigns and new pieces of thought capital
• Works in conjunction with the Sales team with knowledge of the Pipeline, introducing prospective opportunities based on existing relationships, and conducting training on the language industry.
• Facilitates transition from Sales to Customer Success by assigning and overseeing a Customer Success Manager and owning the relationship with a predetermined number of Top Strategic Customers.
• Views the Customer Experience across all company functions, “owns the customer” and all the customer-related data
• Liaises with internal GLOBO departments to help advance customer interests in conjunction with GLOBO’s goals.
• Work with the Executive team to determine the Executive Sponsor of key clients
• Other duties as assigned

Required Minimum Education and Experience:

• Bachelor’s degree in Business or related field preferred
• 8-10 Years of Account Management experience is required. Experience in the Language Services Industry or Healthcare services is a plus
• A minimum of five years of supervisory/team leadership experience
• Demonstrated capability in anticipating client needs, identifying opportunities for upselling or cross-selling, and delivering tailored solutions to enhance their experience and drive mutual success.
• Excellent verbal and written communication skills
• Entrepreneurial mindset with a "goals over roles" attitude
• Ability to thrive in a fast-paced and dynamic startup environment
• Ability to provide strategic sales, business development leadership, and marketing, helping to ensure the firm holds true to its purpose and vision for success
• Ability to work effectively both independently and collaboratively in a fast-paced environment
• Strong presentation skills, including the ability to articulate complex concepts clearly and persuasively. Additionally, tailor presentations to address client needs and concerns, building rapport and trust with key stakeholders
• Attention to detail and a commitment to producing high-quality work
• Proficiency in leveraging data analytics tools and techniques to analyze client accounts, identify trends, and uncover insights that inform strategic decision-making.
• Experience with HubSpot CRM preferred
• Up to 50% travel required (domestic U.S.)

Additional Preferred Requirements: 

• Ability to work independently in a decentralized environment without the reliance on direct authority
• Highest level of personal and professional integrity and ethics
• Proven ability to interpret strategic and operational business requirements, providing expert advice and financial counsel
• Broad understanding of current and emerging technology practices
• High level of initiative, accountability, and follow-through
• Value strong teamwork and collaboration skills
• Demonstrated problem-solving and decision-making skills;
• Ability to manage multiple initiatives and projects and prioritize needs
• Strong sense of service and passion for the company and business
• Authorized to legally work for any employer in the United States
• Willingness to submit to any requested background checks
• Fluent in English