🚀 VP of Customer Success / Account Management 
📍 United States (Remote)

Job Summary

Our client is a fast-growing scale up in the EWA / employee financial wellness space who are seeking a highly experienced and detail-oriented Vice President of Account Management/Implementations to join the team. This role is critical to the organization’s success in responding to client requests, managing escalations, and ensuring seamless migrations for PEO/payroll channel partners. The VP will be responsible for evaluating client-facing presentation materials, developing and documenting processes, and addressing gaps within the current systems to guarantee accountability and continuous improvement. 
This position is a member of the Leadership Team and will need to demonstrate an aptitude for problem solving, process implementation, identifying friction points, and diplomatically address such for business improvement.

Key Responsibilities:

• Evaluate client-facing presentation materials, including monthly/quarterly reports, ensuring high-quality design and messaging.
• Assess and manage response and escalation issues from Customer Service through Account Management.
• Evaluate and address client requests and related escalation issues.
• Develop and document processes for implementation and PEO/payroll channel/large enterprise partner activation.
• Identify gaps within current systems, assign and direct resources to address these gaps, and document all processes to ensure accountability.
• Collaborate with leadership to proactively resolve potential issues for clients.
• Utilize a strengths-based approach to continuously improve organizational processes.

Qualifications:

• Track record of success in a cross functional space
• Must have a proven track record of leading people
• Proven experience in account management and implementations, preferably within the PEO/payroll industry/large enterprise.
• Strong detail orientation and ability to thoughtfully address organizational gaps.
• Excellent communication and presentation skills.
• Ability to manage and direct resources effectively.
• Experience in process development and documentation.
• Strong understanding of organizational strengths and ability to leverage them for continuous improvement.

Incentives:

• Competitive salary
• Bonus potential at 20% tied to company KPIs.
• Commissions incentive tied to revenue growth in existing portfolio and acquisition/implementation of new clients.

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