Vice President, Client Services (Remote)

Insperity - Client

Our client is a results-driven public relations and marketing firm with team members in Milwaukee, Phoenix, and Geneva, Switzerland. Their clients come to them with their problems and it’s their job to solve them.

They focus on delivering business results through research-based strategic planning, public and community relations, brand development, digital and traditional marketing, content development, video production, internal communications, and more. Visionary leaders count on our client for everything from crisis communications and reputation management to integrated marketing campaigns and brand development. Their firm has a startup-like environment with sights set high on transforming the way agencies work with clients.

Their employees have been known to create new positions for themselves and are frequently involved in envisioning new services and ways of doing things within the agency.

Position Details

Vice President, Client Services (Remote)
Southeast Wisconsin
Milwaukee, WI

The VP, Client Services plays a key role on the leadership team. The purpose of this job is to run, manage, and oversee the client services experience for all the company’s accounts, and elevate the level of sophistication to our clients’ integrated PR plans.

Within the company, the VP, Client Services serves on the leadership team and reports directly to president & CEO. This is a newly created position that will be responsible for developing multiple new initiatives and processes in conjunction with the leadership team, including the client services philosophy and ongoing training and development opportunities for the company’s team members. Our client believes in research-based strategic planning - for both PR and marketing projects - and you will be responsible for ensuring that the team produces such well thought-out work. In addition, the VP, Client Services plays an important role in agency growth and profitability, bearing final responsibility for the growth and profitability of the company’s accounts. The VP, Client Services will be challenged and inspired by working directly with the leadership team, working with their C-Suite clients and boards of directors, managing a diverse team of professionals, and bringing an innovative and organized approach to client service at the company.

Leading, managing, and holding accountable- Create a vision that motivates and inspires direct reports; provide direction on how they can execute own positions; hold employees accountable for following through with their duties - rewarding and disciplining where necessary.

Organic growth- Proactively find ways to re-sign and grow current client accounts year over year. Work with direct reports to identify new ideas, areas of opportunity and improvement and bring these to clients regularly.

Client satisfaction- Ensure that the clients are satisfied with the work together including establishing baseline client satisfaction metrics, setting goals, and developing and implementing strategies to achieve exceptional client satisfaction results. Seek feedback regularly and resolve issues and concerns quickly and effectively. When necessary, make changes to teams, strategies and budgets to come to mutually beneficial resolutions for both the business and the client.

Team resourcing- Ensure that client account teams are put together with the right mix of talent from the account supervisor to the specialists, including any outside contractors. Identify the number of staff and type of staff that are required to meet agency and client needs. Consider the appropriate balance between internal resources (staff) and external resources (such as contractors). Play an active role in recruiting new team members. Part of team resourcing also includes managing team bandwidth. Develop and manage a system that tracks team bandwidth. This system will keep employees on track to achieve their billable targets, help with resourcing for new business planning, and identify areas for outside support when necessary.

Team development- Ensure the team has the knowledge to do their jobs and grow in their skills and contributions to the agency. This starts with ensuring new team members are properly onboarded and acquire the necessary knowledge, skills, and behaviors to thrive. Our client is a big believer in continuous improvement. They use the Traction 5/5/5 system to manage employees’ work through their core values and the Traction Entrepreneurial Operating System. Work with current team development processes, as well as identify and add new ones to help employees grow in their knowledge and grow in their roles.

Quality plans- Plan development includes research, evaluation, and a focus on achieving measurable objectives. Be the ultimate owner of quality plan writing, making sure team members write quality plans designed with appropriate measurement and results in mind. Develop processes and templates for the team to use to write plans and will review all plans before they go out the door to clients and ensure they meet the company's process and quality standards.

Account profitability- Work with the business development team and your account supervisors to inform scopes of work and the creation of budgets on the front end, and with account leads throughout the delivery of services to ensure budgets are managed successfully. Ensure that any incoming bills from freelancers or outsourced work properly matches estimates, and review/approve prior to sending to Accounting. Review invoices for client work according to contract terms on a monthly basis.

Account service process and tools- Keep a continuous improvement mindset, working with team to evaluate, develop and implement the use of new processes and tools that will standardize the way our client services their clients. You will do so because you understand that processes and tools can improve the quality of our work and provide clearer expectations for employees during their onboarding and training.

General Requirements:

Before applying, make sure you’ll fit in well with the company’s culture. You should be:

  • A Critical Thinker. You are not afraid of asking tough or seemingly obvious questions. You seek deep understanding of a problem, even if the answer leads you down a different path than the one you started down.
  • Venturesome. You are not afraid to try new things. Your desire to do things differently is never for its own sake. It comes from a passion for continuous improvement.
  • Intentional. You do not shoot from the hip. You think before you act and execute on carefully crafted plans, specifically designed to generate results.
  • Perceptive. You do not claim to be an expert. Rather, you place deep trust in research and the insights and answers it can provide. You read between the lines, hearing what’s missed and “reading the room” in order to know what role you need to play.
  • Invested. A drive for excellence and improvement is in your DNA. You pitch in when needed and you do not let your teammates fail. Success for one is success for all.


Required experience and core competencies for this position include:

  • 10+ years of relevant experience in marketing, communications and/or PR related fields
  • A minimum of 4 years of experience working in an agency environment
  • A minimum of 2 years of experience in a similar role, overseeing agency client services and managing a team of direct reports, and serving as an organizational spokesperson
  • Proven experience developing and overseeing the implementation of integrated PR plans, including strategic public relations, digital, brand and marketing
  • Demonstrated experience managing teams and guiding the successful growth and development of direct report
  • A proven ability to manage large accounts, as well as teams, for multiple clients at once and resolve team and client issues
  • References from executive and C-suite leaders with whom you have advised, consulted with, influenced regarding their reputation, PR, brand, marketing and/or communication challenges
  • Excellent written and verbal communications skills and demonstrated ability to delegate tactical assignments and accurately judge and edit work of others
  • Able to produce examples of well-researched, strategic, integrated marketing & PR plans and/or findings reports with strategic recommendations made to your clients
  • Strong written, verbal and people skills with the ability to provide writing samples
  • A Bachelor’s degree in a relevant field

Our client is continuously adding to and strengthening their benefits package year over year. A growing business, they offer an environment with opportunity for career advancement.

During the COVID-19 pandemic, employees are choosing to work from where they feel most safe. All employees work remote on Mondays and have the option to come into the office on staggered days of the week Tuesday-Friday. Enhanced cleaning measures and social distancing requirements are in place for employees who choose to work on-site.

Their current compensation and benefits for this position include:

  • Salary commensurate with years of experience
  • Bonuses and sales performance incentives
  • Vacation/PTO
  • Work remote flexibility
  • 401K
  • Health, Dental, and Vision Insurance
  • Accident & Critical Illness Coverage
  • Parking stipend
  • Onsite restaurant, fitness center and an employee lounge with vending
  • Professional development and many networking event opportunities
  • Great Downtown Milwaukee location
  • This position is not eligible to be performed in Colorado

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