SVP of Client Services
Job Description
Orca Pacific is a tech-enabled, full-service agency with an exclusive focus on Amazon. We are part of the S4 Capital family of companies. We are looking for an Senior Vice President of Client Services to lead and grow our client service, data and technology teams.
This person needs to be a strategic thinker who demonstrates a high degree of ownership, leadership and a strong work ethic, with a proven track record of success. We are looking for someone to roll up their sleeves and be engaged in the day to day support of clients working very closely with the Client Services team. The SVP of Client Services will be part of the Executive team at Orca Pacific. This role will be overseeing a quickly growing team of over 50+ employees with direct manager reports of approximately 4 to 5 people. The primary responsibilities include onboarding and then retaining existing clients, upsell to clients for additional services, ensuring the CS team is leveraging technology and other resources for better efficiencies. In addition, the SVP of Client Services will be responsible to mentor/manage Leaders/Managers that report up to the SVP of Client Services. You’ll need to work across the organization including with Sales, Marketing, Finance and Operations teams.
Responsibilities:
- Understand Orca Pacific’s full service offerings to clients
- Being obsessed with the onboarding of new clients and the customer journey
- Review all current client retention and delivery processes, resources, tools and data and come up with a 30-60-90 day plan for discovery and improvements
- Lead a highly skilled group of domestic and international employees ensuring the highest levels of CS and satisfaction
- Hire, train, and lead teams of 50+ key employees in multiple time zones
- Oversee achievement of performance deliverables
- Manage and track our teams on continuous improvement projects aimed at increasing the efficiency and effectiveness of our CS ways of working
- Evidence of strong negotiation skills with the ability to identify and implement desirable solutions to strategic and operational challenges as well as manage and resolve conflict
- Ensure all new processes/tools, launches include a timely readiness plan across all reliant support teams for successful partner and/or stakeholder experience
- Some travel required to facilitate management, training and client interactions
If you are interested in this role, please send your resume and salary requirements to Careers@OrcaPac.com
About Orca Pacific:
We’re a team of 60+ former Amazonians and top industry experts who work from within Amazon’s backyard. We use a combination of know-how and machine learning software to develop and implement custom Amazon strategies toward sustainable topline growth.
In 2020, we merged with MightyHive, a global leader in advanced marketing and technology services. The partnership brought us into the fold of S4Capital, a new-age marketing services company dedicated to bridging the gap between media, creative, and measurement.
At Orca Pacific, we help 1P Vendors, 3P Sellers, and Hybrid Accounts. Our services are far-reaching and include:
✔️ SEO, Content, and Brand Store Optimization
✔️ Managed Amazon Advertising (PPC, DSP, etc.)
✔️ Vendor/Seller Central Account Management
✔️ Business Planning and Consulting
Required Experience:
- Previous track record managing managers (team of teams)
- Building and growing teams both in the US and globally
- Client obsessed with focus on high quality service, delivery and retention
- Data driven reviewing KPIs and customer surveys for improvements
- 3+ years of proven experience in client services, leadership, and relationship management within an agency environment
- Highly logical, analytical, and innovative thinker
- Passion for data-informed decision making
- Very strong organization and prioritization skills
- Strong verbal and written communication skills
- Strong multitasking skills
- Experience building out large-scale teams with complex dependencies and effective resource management
- Proven record of creating new successful processes and improving existing ones
- Ability to handle multiple priorities in a fast paced, multi-time zone international business environment
- Demonstrated ability to establish long-range strategic plans that capitalize on internal needs and external capabilities while managing operational risks
Preferred Experience:
- 10+ years agency/consulting experience
- 3+ years national brand experience
- Amazon Advertising experience
- Amazon and other e-retail/marketplace experience
- Proven knowledge of basic core eCommerce data analytics-metrics
- Proven knowledge of e-retailer product detail page content and advertising content conversion best practices
- Experience managing a team of 50+ with multiple layers of management
- Executive experience
- MBA or graduate degree from top school