VP of Client Experience

· Remote (Company based in Nashville), Tennessee
Employment Type Full-Time
Minimum Experience Senior Manager/Supervisor

Company Overview

Golden Spiral is a B2B marketing agency that helps transformational HealthTech companies focus their message and generate demand in the market. Established in 2011, we are headquartered in Nashville, TN and serve a client base that spans the nation.


Job Overview

As a member of the leadership team, the VP of Client Experience will provide strategic and visionary marketing leadership over all of Golden Spiral’s accounts and provide the current account team with experienced, big account leadership. Reporting to the President/COO, she/he will lead our agency’s understanding of our clients' brand, position, UVP, and core market strategies. She/he will also be responsible for spearheading client upsells, renewals, and the development of deep client relationships in addition to the ongoing training and hiring of the client service department.


Responsibilities

  • Serve on the leadership team as the client advocate and client experience team lead
  • Provide strategic leadership over all client accounts
  • Consistently ensure alignment with client goals and objectives while ensuring our agency is best positioned to provide demonstrable value 
  • Identify horizon opportunities and actively seek strategic scope expansion through upsells, renewals, and conversions (from projects into retainers) to achieve company revenue goals
  • Grow client experience department, with multiple levels to the department (lead department hiring)
  • Ensure excellent client communication at all levels
  • Demonstrate practical and advanced understanding of integrated marketing campaigns 
  • Understand client issues and provide solutions that build and maintain trust and strong relationships
  • Collaborate with President/COO around service offerings and pricing
  • Ensure Client Experience department’s performance/success
  • Evaluate direct reports and lead professional development direction for client experience team
  • Manage and evolve client service norms, including: ensure deliverable review meetings are scheduled in advance, ensure agendas for pulse meetings are sent the day before call is scheduled, meeting recaps and action items are shared with client/prospects within 24 hours of key meetings, and all client emails are responded to by EOD
  • Contribute to new client kick-off meetings, marketing plan workshops, and quarterly reviews with account leads from a strategic standpoint
  • Collaborate with account leads on the creation of demand generation plans
  • Retain an understanding of the essence of each client’s brand, UVP and market position, and related creative campaign directions, and work integrally with cross-discipline teams to develop effective strategies, insights and recommendations for clients.
  • Collaborate with VP of Creative and Project Manager around service processes
  • Ensure client goals and KPIs are being tracked and achieved
  • Actively work to lead the process of esteeming and appreciating clients through appropriate gifts, entertainment and other communications to ensure clients know they are valued and appreciated
  • Oversee the development of ongoing demand generation retainers with Account Directors
  • Support on new business initiatives, sales and retainer presentations
  • Enthusiastically help lead, foster, and grow Golden Spiral’s culture


Success Looks Like…

  • Improving client conversion and retention rates
  • Client experience team looking to you for guidance and direction
  • Clients turning to you for high level direction and strategy (and less towards CEO)
  • Growing existing client revenue to a point where the department needs to scale
  • Growing client experience department with different roles within department
  • Understanding our service packages and pricing and effectively communicating and selling them
  • Understanding company finances and how the client experience department contributes to it


Target Requirements

While we have mapped our ideal requirements for the role, we encourage you to apply if you believe you will be a good fit even if you do not meet every single requirement.

  • Alignment with our company values
  • 8+ years of experience leading a team at a marketing agency
  • Strong client leader and relationship-builder 
  • Command of the B2B/Tech marketing landscape
  • Strong verbal communication and presentation skills 
  • Ability to work independently 
  • A healthy balance of confidence and humility
  • New business development experience
  • Ability to display and encourage creativity and innovation in self and others 
  • Strong interpersonal skills 
  • Ability to prioritize multiple tasks simultaneously and work under pressure 


Company Benefits

We believe in the pursuit of a well-balanced life and provide benefits to help make it a reality. Company benefits include:

  • Medical, dental, and vision insurance - Golden Spiral pays 80% of employee premium for base plan
  • 401(k) - Golden Spiral contributes 3% of annual salary (regardless of employee contribution)
  • Long-term disability insurance - Golden Spiral pays 100% of cost
  • Location - Fully remote work with optional Nashville office in the Gulch
  • Vacation Time - 10 days of vacation, which increases to 15 days after two years of tenure
  • Sick Time - 7 days of sick leave
  • Holiday Time - 13 paid holidays, which includes closing the office from Christmas-New Year Day
  • Parental Leave - 8 weeks paid and 6 weeks unpaid leave for primary caregiver; 3 weeks paid and 3 weeks unpaid leave for secondary caregiver
  • Professional development allowance - Company provides $1,000 /year, will consider additional budget based upon opportunity


Company Culture

We are a team of experienced innovators with the energy and courage to lead, the expertise to advise, and the ability to make great things happen. We are smart, agile, approachable and forward-thinking. Our team dynamic has been and will be a critical component of our success. We are passionate about our values and will only consider candidates who can embody them in an effort to grow and better our company culture. If you believe you fit the mold, please keep reading.


Hybrid / Remote Work

After going remote due to the pandemic back in March of 2020, we have made the decision to become a fully remote team with an office hub in Nashville. This means that team members are free to live wherever they would like within the United States with no obligation to go to the office or convene in-person, with the exception of pre-defined company activities such as company retreats, workshops, etc. We do have an office that team members are welcome to use as often or as little as they like. Located in the Terrazzo building in the Gulch (700 12th Avenue South, Nashville, TN 37204), we have two dedicated office spaces in addition to a shared co-working space. Culture remains a focus, and we provide monthly, optional in-person events that allow our team to enjoy each other’s company. While remote work is available, applicants must be in the US due to the nature of our business and client needs.

Thank You

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  • Location
    Remote (Company based in Nashville), Tennessee
  • Employment Type
    Full-Time
  • Minimum Experience
    Senior Manager/Supervisor