Vice President Customer Service

About the Role

We are seeking a highly motivated and experienced Client Services Senior Leader to lead and inspire a global team of 250+ professionals. In this critical role, you will be responsible for the overall success of our client relationships, ensuring customer satisfaction and driving long-term value. You will play a pivotal role in shaping our client services strategy, optimizing operational excellence, and fostering a high-performing and customer-centric culture.

Key Responsibilities

Leadership & Team Management:

• Lead, mentor, and develop a high-performing global team of 250+ client services professionals, including customer success managers, onboarding experts, Professional Services team and technical support specialists.

• Thought leader who understands the hospitality industry and client services function

Client Relationship Management:

• Build and maintain strong, long-term relationships with key client stakeholders at all levels, including C-suite executives, and key decision-makers.

• Proactively identify client needs and anticipate potential challenges.

• Develop and execute strategic client engagement plans to maximize customer value and retention.

• Effectively manage client escalations and ensure timely resolution of client issues.

Operational Excellence:

• Define and implement best-in-class client service processes and methodologies across all client touchpoints.

• Drive continuous improvement initiatives to enhance client satisfaction, operational efficiency, and overall service delivery.

Industry Expertise:

• Demonstrate a deep understanding of the hospitality industry, including hotel and venue operations, business models, revenue management strategies, RFP processes, and the competitive landscape.

• Possess strong knowledge of the technologies and processes used by hotels and venues, such as property management systems (PMS), customer relationship management (CRM) systems, and revenue management systems (RMS).

Strategy & Innovation:

• Develop and execute the long-term client services strategy, aligned with the overall business objectives.

• Identify and explore new opportunities to enhance the client experience and drive customer loyalty.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, Computer Science, or a related field

• 20+ years of total experience across Customer Success, relationship management, Business Development, Service delivery with exposure to Hospitality industry

• Proven experience leading and managing large global teams (100+ span)