VP, Client Services

Position Overview:

The VP, Client Services leads Health Monitor Network’s Client Services organization and owns client relationships and delivery outcomes post-contract, ensuring campaigns are executed with excellence across teams, partners, and channels.

As a senior client-facing leader, this role represents Health Monitor Network with confidence and credibility, building trust with clients, and collaborating with external vendors and partners. The VP guides complex conversations when priorities, timelines, or expectations shift, acting as the connective tissue between clients and internal disciplines to set expectations, align priorities, and resolve complexity so delivery teams can operate effectively.

The role also leads a growing Client Services practice, focused on developing leaders, strengthening delivery discipline, and scaling a consistent, high-performing service model.

Key Responsibilities:

Client Service Excellence

• Serve as a senior client-facing leader in complex or high-stakes situations, guiding conversations with clients, vendors, and partners to align expectations and maintain delivery momentum
• Lead and develop a team of Client Service Managers, setting clear expectations for execution excellence and client stewardship
• Build a performance culture centered on ownership, responsiveness, and high standards of work
• Own day-to-day and strategic relationships with client creative and media agencies

Client Communication & Experience

• Ensure consistent, high-quality client communication that reinforces confidence, clarity, and professionalism
• Guide teams on effective executive-level communication, expectation-setting, and issue resolution
• Maintain oversight of client experience health, ensuring issues are addressed quickly and transparently
• Be accountable for client satisfaction and relationship health across assigned accounts

Delivery Standards & Operating Model

• Define and enforce service delivery standards across campaign execution, reporting, and client communication
• Establish a consistent operating rhythm that enables predictable delivery and proactive risk management
• Own delivery governance, including escalation paths, decision rights, and cross-functional accountability
• Continuously evaluate and improve delivery practices to reduce friction, rework, and execution risk
• Be accountable for service delivery outcomes across assigned accounts, including timeliness, quality, and client experience
• Be accountable for ensuring the Client Services organization owns campaign requirements, dependencies, and execution clarity across all activated internal teams

Cross-Functional Leadership

• Partner closely with Sales, Editorial, Creative, Print, Digital, Analytics, Ad Ops, and Project Management leadership to align on priorities, dependencies, and execution expectations
• Set clear roles and responsibilities across teams to support efficient, high-quality delivery
• Anticipate delivery risks and lead cross-functional resolution before client impact occurs
• Represent Client Services leadership in internal planning and operational discussions

Qualifications:

Experience & Craft

• 12 years of experience in strategic account management or client services leadership
• Deep experience supporting digital media campaigns and complex, multi-channel programs
• Strong understanding of creative review and approval workflows
• Proven ability to design, implement, and scale repeatable service delivery models
• Experience leading cross-functional teams including editorial, creative, engineering, analytics, and production

Leadership & Functional Skills

• Demonstrated ability to lead through influence across multiple disciplines
• Strong judgment and comfort making tradeoffs to protect delivery quality and client experience
• Ability to prioritize competing initiatives in a dynamic environment
• Excellent executive communication skills, both written and verbal
• High degree of ownership and accountability; operates effectively with minimal oversight

Nice to Have

• Experience in pharma or healthcare media agencies
• Experience with print media workflows

Education

• Bachelor’s degree or equivalent experience

ADA- Physical Demands Office Position

We are committed to providing equal employment opportunities to all employees and applicants, including individuals with disabilities. If you require reasonable accommodation during the application or interview process, please let us know. We will work with you to ensure that your needs are met in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel objects, tools, or controls; talk and hear. The employee regularly is required to walk and reach with hands. Employees frequently use computer keyboards, regularly travel both short and long distances via walking within the work site. The employee must regularly lift and/or move a laptop computer. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus. Employees view computer monitors frequently.