Be a solution finder, Be Quad

The Vice President Client Services is responsible for strategic thought leadership and day-to-day account management that drives Quad’s services and account revenue growth. This role ensures that all client needs are being met by monitoring and directing Client Services Directors/Managers activities and by maintaining an effective, continual level of direct contact with assigned clients. The Vice President Client Services oversees the growth and profitability of high profile and complex assigned account(s) and is responsible for the development of the Directors/Managers Client Services.

The primary objective of this role is to lead and drive sales and EBIDTA among assigned accounts through five basic requirements:

• Retain account
• Grow account through increased services and revenue
• Improve profitability and EBITDA
• Increase Client's sales, Customer Count and Brand Image
• Increase Quad's equity and worth as a partner supplier/company

Responsibilities: 

The Vice President Client Services is expected to:

• Understand customers business and objectives (overall and/or departmental) in order to continually bring proactive solutions.
• Lead strategic account planning for identified accounts that includes strategic account plans, retention and growth targets, profitability optimization, account budgeting and sales forecasting process.
• Provide strategic counsel and thought leadership.
• Lead the development of presentations for prospective clients.
• Navigate the senior most levels of client organizations with an ability to fluidly transition up and down the client decision hierarchy. Establish and maintain communication and relationships with client's senior and mid-level management
• Lead and oversee education to client on Quad's services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Quad offerings and are mutually beneficial for the client and Quad 
• Lead, develop and oversee the client/agency contract and scope of work.
• Ensure client is satisfied with performance of our Client Services Team and level of service. 
• Oversee account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability.
• Meet regularly with Director(s)/Manager(s) Client Services and teams to evaluate their performance and ensure their needs are being met by Quad’s support services
• Review, evaluate, and critique ideas/output, to ensure work meets brand and project strategies/objectives, client demands, and quality standards.
• Visit client sites regularly to gauge the team's performance and attitude. Ensure adequate training and education is planned and executed for team personnel.
• Keep management informed regularly of events/issues that could impact client relationship.
• Ensure proper communication is occurring between Directors/Managers Client Services and their teams and between client teams and Quad’s support departments
• Partner with the Operations Group Managers on integrating Continuous Improvement and best practices into current and future Client Services locations.
• Partner with the client and onsite leadership to ensure continuous improvement activities and goals are met.
• Ensure account teams are adhering to Human Resources policies and procedures.
• Lead and oversee Client Services team members receive appropriate training, education and professional growth.
• Understand and lead quarterly business reviews for clients 
• Lead RFPs and proposals for clients 

Qualifications: 
Appropriate education and/or experience may be substituted on an equivalent basis

• Bachelor’s degree in advertising, communication, marketing or related field required. (MBA a plus)
• Minimum 15+ years of high-level account management/customer service experience within retail marketing, corporate marketing department and/or advertising agency. At least 8 years of management experience required.
• Proven track record of senior level account management and managerial experience with successful track record of organizing and motivating teams to meet and exceed goals and objectives.
• Ability to think strategically and act tactically in order to align Quad's services with customer needs.
• Marketing knowledge and expertise with a solid understanding of marketing strategy, creative, photography/videography, print production, media and digital. 
• Experience developing and managing to budgets.
• Demonstrated ability to develop and maintain outstanding client relationships - at the most senior levels.
• Strong business acumen and knowledge to assess new business opportunities and when to change current account strategies. 
• Exceptional negotiation skills required.
• Knowledge and experience of customer services, sales, retail structure, operations, account service/sales management best practices and proven ability to communicate and implement.
• Ability to manage and develop staff in a highly interactive team environment.
• Ability to respond quickly and effectively to clients' needs and issues.
• Advanced written and verbal communication and interpersonal skills.
• Ability to understand and communicate complex concepts/business issues verbally and in writing to clients, associates and management. 
• Ability to relate to and develop relationships with Client’s at all levels of leadership.
• Experience with Microsoft Word, Excel, Outlook, and PowerPoint.
• Travel as required, with possibility of short-term temporary assignments (out-of-town).

#LI-AW1