VP of Client Services
 
  • Type: Full-Time
  • Location: New York, NY
  • Department: Client Services

Rakuten Loyalty is one of the fastest growing technology companies in Boston. We are the inventors of the world’s most innovative rewards acceleration platform – servicing the largest loyalty programs around the world. We develop technology that gives loyalty program members the opportunity to earn rewards for their every day online activity – opening up explosive new revenue opportunities for our clients – and giving their members the opportunity to earn the rewards they love anywhere, anytime. Selected by Forbes as the 7th most Innovative Company in the world – Rakuten is focused on rapidly expanding its services to new markets around the globe – Rakuten Loyalty is at the forefront of this effort. Rakuten Loyalty received numerous awards last year – including Best Places to Work, the Best and Brightest Award for our Employees and the Most Innovative Small Company of the Year – as well as having our CEO win the distinguished Innovative All Star award given by the Boston Business Journal and Mass High Tech. We have created a wonderful environment that supports free thought, open communication, the celebration of innovation, and a dedication to moving quickly. Entrepreneurialism is in our blood – and we expect everyone who joins our team to exhibit an attitude that says that no mountain is too high, no problem unsolvable – because with great ambition, ideas, and technology – anything is possible.

Job Description
 

Reporting to CEO, the Vice President of Client Services will be a pivotal member of our talented management team chartered with building and managing the client services team, identifying business needs and opportunities & cultivating profitable client relationships in order to grow revenue.

Responsibilities:

  • Strategic Management of Top Tier Clients
  • Manages a Team of:
  • Key Account Managers
  • Offshore Customer Service Manager
  • Offshore Level I & Level II Representatives
  • Client Project Manager
  • Act as an Ambassador between Fortune 100 Strategic and International Partnerships
  • Inspires and empowers Account Managers to anticipate client needs and identify solutions to meet them.
  • Facilitates communication between clients and internal teams (marketing, implementation, sales, product management and development).
  • Responsible for Growth/Profitability of Client Portfolio
  • Creates & implements marketing and promotional plans to grow revenue and increase user acquisition.
  • Drives implementation and launch of new clients.
  • Client Revenue/Profitability Forecasts
  • Prioritization of Client Projects & Initiatives
  • Acts as an ambassador for our technology & build new client relationships.
  • Regularly solicits feedback regarding client performance.
  • Drives upsells to current clients and sets goals for each Manages expectations & helps resolve cross functional issues.
  • Review and redesign of cross functional operation and process to deliver to client.
  • Determines & manages all end user support including SLAs, responses, escalation paths.
Qualifications
 
Required:
  • Excellent Verbal and Written Communication Skills
  • Experience Managing a High Performance Team of Account Managers
  • A “Manager as a Coach” Management Philosophy
  • Visualization skills for continuous review and improvement.
  • Proven success with B2B & B2B2C Sales
  • Strong presentation skills
  • Past Success Growing Client Revenue Exponentially
  • Track Record of Success Managing Top Tier Clients
  • Success Managing Relationships with Demanding Clients
  • Experience Reporting to Senior, C-Level Executives Experience with Toolbars,Search/e-Commerce/Loyalty Marketing Platforms and Social Networking Applications Highly Desirable
  • Understanding of Scrum Methodology is preferred.

 

Preferred: