VP Client Relationships

Job Summary

The role is for a customer-facing relationship owner who consistently builds trust across our customer base. This role exists to ensure customers consistently feel known, heard, followed up with, or confident that their issues are owned through to resolution, and to seek opportunities to connect with our channel partner clients, their agents, and/or field teams and dealerships. This is not a pure support role, not a sales role, and not a product-request order-taker. The role is a hybrid account relationship management position responsible for proactive outreach, relationship coverage, identifying growth potential, issue visibility, and coordinating internally to ensure follow-up with each of our top clients. The person must be strong enough to earn external trust while disciplined enough not to promise fixes, roadmap changes, or special handling that the company has not committed to delivering.

Expectations   

You are expected to demonstrate integrity and trust in all interactions, both within the company and with clients, affiliates, competitors, and the industry. Speak up with your ideas and opinions, especially when they offer a different perspective, and show resilience during challenging times. Strive to deliver exceptional, “WOW” experiences to colleagues and clients, balance quality with meeting deadlines, and contribute to the future growth and improvement of our organization. Your role is to positively impact our people, products, processes, and outcomes, making lives better both internally and externally.

Key Responsibilities

1. Relationship coverage:

• Own proactive relationship management across assigned strategic accounts, agents, dealer groups, and high-priority dealer contacts.
• Establish a regular outbound cadence for priority relationships, including phone calls, check-ins, implementation follow-ups, and post-resolution confirmation calls.
• Ensure customers hear from StoneEagle outside of QBRs, support tickets, renewals, escalations, and sales conversations.
• Identify opportunities to reconnect with key clients and develop a strategy to rebuild momentum.
• Regularly seek out and attend key client meetings with agents, field reps, or dealerships to promote StoneEagle's support for their goals.

2. Escalation coordination:

• Serve as the customer-facing escalation coordinator for relationship-sensitive issues.
• Capture the customer's actual problem, business impact, urgency, and desired outcome.
• Route issues to the correct internal owner without personally becoming the owner of every technical fix.
• Track escalated issues until there is a clear internal owner, status, next step, and customer-facing follow-up plan.
• Follow up with customers to confirm whether the issue is resolved from their perspective, not just whether StoneEagle internally marked it complete.
• Maintain a hot-list process for aging, high-risk, high-visibility, or repeatedly escalated customer issues.
• Maintain a regular direct-to-CEO meeting cadence until the CEO deems it unnecessary.

3. Success Measurements

• Achieves 100% follow-through on customer commitments, QBR action items, and customer requests, with no missed or unaddressed items.
• Maintains a documented and consistent contact cadence with every major customer, ensuring proactive engagement across assigned accounts. 
• Maintains a reliable customer relationship health scoring model that accurately identifies account risk and relationship strength.
• Demonstrates accuracy of customer health assessments, with customer outcomes aligning to assigned risk levels and relationship scores. 
• Improves or sustains customer retention through proactive relationship management, issue follow-up, and consistent customer engagement.
• Consistently delivers successful customer outcomes through accountability, responsiveness, and follow-through rather than activity volume alone.