Vice President, Client Services

Cambridge, MA
Leadership /
Full-time /
Hybrid
Are you a strategic leader ready to spearhead client delivery excellence, drive business growth, and shape a vibrant organizational culture? Reporting to the COO, we are seeking our first VP of Client Services to join our team. In this pivotal role, you will collaborate with the VP of Development and other senior leadership to ensure exceptional client experiences, optimize business performance, and foster a growth-centric mindset within our organization. From ensuring flawless project delivery to cultivating a high-performance team, your strategic vision will play a critical role in shaping the trajectory of our organization.

What you'll do:

    • In collaboration with the VP of Development, ensure the overall successful delivery experience for all clients, ensuring projects are delivered on time, on budget, and in scope.
    • Define and implement effective processes and procedures to ensure consistent and high-quality delivery across projects.
    • Accountable for Account/Engagement Management of all our clients.
    • Own renewals of existing clients in collaboration with Commercial Development and Practice Heads.
    • Identify opportunities for upselling and cross-selling to existing clients.
    • Support Commercial Development and Practices Heads with business development and sales activities for new clients and upselling existing clients.
    • Support Practice Heads and Senior Leadership Team in defining the annual strategy and plan development for the practices.
    • Accountable for achieving practice-level goals for revenues, profit contribution, and other corporate OKRs and KPIs in collaboration with other departments.
    • Right size the capacity and capabilities of the Client Services team.
    • Build and maintain a high-performing Client Services leadership team, including their performance growth.
    • Establish a pool of high-quality, on-demand contract resources to fill staff capability gaps and create surge capacity.
    • Serve as a member of the Senior Leadership Team, leading the stewardship of the business’ values and culture and ensuring these are preserved and developed in the entire organization.
    • Enhance the culture of the team around a “growth-company” mindset that promotes customer satisfaction, identifying opportunities for upselling, and growing the company.

Who you are:

    • Proven record of successfully managing P&L for $20M+.
    • Strong leadership skills with a track record of building and managing high-performance global teams, including multiple levels of directors and managers, remote teams, and technical, non-technical, and creative members to achieve intended results.
    • A good understanding of customers' business challenges and the most appropriate solutions to meet their business needs. Proven experience in client delivery and account management.
    • Experience managing the full lifecycle of professional services practices, from strategy to sales through delivery and client success.
    • Demonstrated ability in creating a collaborative with a specific focus on developing service offerings, developing best practices, and harvesting intellectual capital for re-use.
    • Proficiency in data analysis, leveraging insights to drive informed decision-making.
    • Strategic mindset and ability to contribute to the development and execution of organizational strategies.
    • Great verbal and written communication skills. Comfortable working with and presenting to clients, prospects, and senior stakeholders.
    • Embraces an “always be learning” attitude and work culture.
    • Thrives in a fast-paced environment and adeptly manages competing priorities and organizational changes to build a growth-oriented business.
    • Excited to drive the success of a truly unique company, and build healthy minds, healthy bodies, and a healthy world.

    • We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence. Therefore, we encourage people from all backgrounds to apply to our positions. Please let us know if you require accommodations during the interview process.

What we offer:

    • A competitive salary tied to market benchmarks for similarly sized companies .
    • Coverage of the majority of health and dental insurance premiums so that you can get the right care when you need it.
    • Short term disability, long term disability, and life insurance cover your worst case scenarios.
    • A wellness stipend helps you get and stay healthy.
    • Flexible work hours and time-off allow you to fulfill your other responsibilities and do the things you love.
    • A top notch 401k helps you worry a little less about the future.
    • Our connections---our relationships---are some of our most valuable assets and at Studion, you’ll have the opportunity to collaborate with a group of curious, humble, transparent, and quirky people who are laser focused on outcomes. Our current team members are parents, woodworkers, apple sauce canners, marathon runners, international trekkers, and accomplished musicians---just to name a few. 

    • We know that the right benefits and perks enable team members to do their best work and live their best lives. We look at benefits and perks holistically and focus on what really matters. We are committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. 
Who we are:

We believe healthy, empowered people lead to a better world, and it’s through Learning and Life Sciences that more people thrive. As these industries expand into digital formats, the challenge becomes reaching people where they are, and answering their ever-increasing demand for accessibility and engaging experiences. That’s also our unique expertise.

Through a proprietary blend of methods and techniques, we bridge the human experience and technology to deliver high engagement with efficient and effective solutions. Leveraging our expert global team, we translate clients’ programs into customized digital experiences, from design to operations—at scale.

We study the range of human interactions and meet it with our technical prowess. Our seamless, end-to-end approach retains the efficacy and protocols of clients’ programs regardless of platform, delivery method, and technology. To ultimately deliver meaningful outcomes for clients, and their audiences around the world.

Studion was founded in 2003 as a professional services company specializing in delivering complex custom software platforms and applications to clients.  We’ve been powered by a strong U.S. founding team based in Cambridge Massachusetts, and a pool of talented engineers based in Split, Croatia.  

The Company is mission driven with a historic focus on online learning platforms to marquee clients such as Harvard, MIT, Johnson & Johnson, and prominent non-profits.  Several years ago, we added a second focus on supporting Pharmaceutical Clinical Trials, which are experiencing double-digit overall growth while rapidly increasing investments in digital technologies.  Together, these markets help us achieve our vision of Healthy Minds, Healthy Bodies, Healthy World.

The company has grown to $20 million in annual revenues, with over 200 employees. In 2023, we completed the first year of a two year plan to position the company to grow to $100 million in revenue in the next 7-10 years, with approximately 1,000 employees.