Vice President of Client Service, 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.

What you'll be doing...

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 drive client satisfaction, retention, and growth through a diverse range of offerings, including media, custom solutions, live/virtual events, and demand generation services. You will also drive the strategy, structure, management, and operations of the Client Success organisation with a focus on customer experience, while tracking key business and financial metrics.

Reporting to the VP, Global Head of Strategy and Operations of B2B, You will;

• Lead the global B2B client services department, ensuring outstanding service delivery across product lines.
• Reimagine and drive strategy for the Client Services department, focusing on key business initiatives, ensuring operations align with organisational goals.
• Develop and implement a seamless and integrated customer journey, including onboarding, engagement throughout delivery, satisfaction, retention, and growth.
• Lead cross functional work with Sales, Operations, and Delivery leaders to design and implement account-based growth strategies
• Establish consistent client success metrics (adoption, satisfaction, upsell) while proactively 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 core products, while seeking opportunities to drive new value for clients.
• Work with Product and Technology teams to ensure the voice of the customer informs the product roadmap and helps deliver world-class solutions.

Experience that will put you ahead of the curve...

• 15+ years of experience in client services and B2B media
• Bachelor’s Degree required, MBA
• Experience managing a large client base across multiple industries.
• Expertise in managing media, custom solutions, live/virtual events, and demand generation services.
• Experience executing strategies that drive client retention and satisfaction.
• Experience managing a client services organisation serving a diverse customer base from SMB niche market leaders to enterprise multinational corporations
• Knowledge of B2B media products and services
• Experience working across multiple departments and teams
• Experience managing senior stakeholders
• Experience with Salesforce, Tableau, Looker, GAM and ad serving technologies, Asana and project management tools

What's in it for you...

Please note, the salary range for this position is $165,000 - $185,000

This is a remote based position, with options to go into the New York office.

Future US is currently eligible to hire in 34 states - 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.

• 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 Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

… Plus more great perks based on your location

Internal Job Family Level C3

Who are we…

We’re Future. We’re 3000+ colleagues over 250+ brands speaking to 400 million people every month across the globe through websites, events and magazines. We’ve got ambitious plans that build on our growth momentum and unlock new opportunities and we’re looking for accomplished people who want to be a part of it.

Our Future, Our Responsibility - Inclusion and Diversity at Future

We have a voice and we’re going to use it. We promote diversity and inclusion not just in our recruitment processes, but everything we do. We’re an equal opportunity employer and we will continue to ensure our recruitment process is free of bias and our workplaces are inclusive, positive, free of discrimination and respecting of all backgrounds and beliefs. Our culture is underpinned by our values and employees - current and future - are treated with respect and fairness.

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

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

#LI-Hybrid. #LI-Remote