Senior Vice President, Client Services Life Sciences/manufacturing

Senior Vice President, Client Services Life Sciences/Manufacturing

The Senior Vice President, Client Services leading Life Sciences (LS) and Manufacturing is responsible for the overall management of the LS and Manufacturing client portfolios across North America, accountable for the performance and customer satisfaction of a complex, highly technical, and demanding group of clients. Customer interaction and partnering in a "C-Level" environment is required. Must be able to develop and communicate both strategic and tactical plans and ensure timely delivery of the same. The person in this role is positioned to align with the LS and manufacturing industries and clients and to understand the underlying dynamics, including leading trends, decision-making stakeholder priorities, and means of creating and delivering value. The person in the role is ultimately responsible for nurturing and expanding relationships with strategic customers driving growth, customer loyalty and retention of business. The person will identify opportunities to introduce innovative processes, technologies, and services to continuously enhance C&W Services value to the clients.

Principal Responsibilities

• Represents the values of C&W Services to the account teams and the clients

• Oversees the successful operational delivery of contractual scope.

• Aligns to establish productive, professional relationships with key customers, seeking to build trust and partnership at strategic levels of the clients

• Develops front line service delivery team and leadership, measuring and ensuring safety culture dominance, technical competence, and proactive service orientation

• Accountable for delivering top and bottom-line financial results

• Drive innovation in how we execute for clients, optimizing how to function to bring more value to the clients

• Work to elevate the way our teams think and operate, creating a culture of rigor around continuous improvement

• Acts as a true business partner of customers' business. Must listen, be curious and passionate to explore opportunities that will mutually benefit both parties

• Owns the responsibility to identify new growth opportunities that may involve new service lines, geographies, Cushman & Wakefield cross sell

• Proactively assess, clarify, and validate customers' needs on an ongoing basis

• Coordinates the involvement of company personnel, including support and management resources in order to meet account performance objectives and customers' expectations.

• Manages, schedules, and attends Quarterly Business Review and Annual Business review meetings for key accounts and engages internal executive leadership participation

• Communicates regularly with key customers on company updates, initiatives, and other pertinent information

• Focuses on how to expand our relationships with clients to drive more strategic communications

• Proactively leads a joint company strategic account planning process that develops mutual performance objectives, financial targets and critical milestones.

• Building evolving client retention strategies to stay in front of client movement

Other Responsibilities:

• Develop annual operating budgets and periodic forecasts, responsible for full P&L, client retention, expansions, new logo growth in partnership with BD

• Updates executive leadership team on strategic account plans and accomplishments, opportunities/risks and financial results while forecasting anticipated impacts to plan.

• Establishes account growth and renewal plans and engages cross functional resources throughout the renewal lifecycle to improve the readiness of the account ensure retention and growth

• Builds rapport with Business Development, Marketing & Solutions, Client Services, and other functions (Legal, HR, Finance, Technology) to support delivery of services to the customer and minimize risk to C&W Services

Performance Measurements:

• Leading safety culture for the accounts, ensuring all programs are in place and account personnel understand safety as the priority

• Top and bottom-line performance to plan for the account

• Implementation of account strategic plans aligned with C&W Services goals and supporting of client initiatives

• CIP results: YOY improvement in key survey metric scores including areas of communication, interaction, innovation scores

• New service line expansion (C&W Services and/or Cushman & Wakefield Cross Sell) and $ value added YOY

• Introduction and implementation of innovative ideas and best practices at accounts on a quarterly basis

Required Experience and Knowledge:

The successful candidate will have proven experience in developing collaborative relationships across all levels of the organization. This leader must have the passion, energy, and intellectual curiosity necessary for a fast-paced, growth-driven environment.

• Exceptional senior customer relationship management skills and experience in Life Sciences and Manufacturing

• B2B leadership experience, proven accomplishments driving value through services

• Innovative individual who employs entrepreneurial characteristics, problem solver with strong business acumen

• Well established negotiation and communication skills

• Ability to be a strategic thinker to drive continuous improvement and innovation to improve the customers' business

• Highly proficient and effective at presenting to executive level audiences.

• Able to manage multiple priorities while influencing the direction of multiple teams to deliver a diverse set of requirements.

• Experience and understanding of Life Sciences, Manufacturing, and associated Facility Services.

• Experience in a business development and senior delivery role is strongly recommended.

• Must be able to manage effectively in a matrix-style organization to lead high-performance team.

• Must be result-driven and could manage projects to get desired outcomes.

• Champions diversity and creates an environment of inclusion

• Possesses a growth mindset and works with positive intent

• Promotes continuous improvement, embraces change and is a change agent

• Commitment to interpersonal effectiveness

• Motivate people to create high-performing teams

• Bachelor's degree in business related field or equivalent experience with strong business and financial aptitude, MBA preferred

• Minimum of eight years of experience in facility management services and/or B2B support MFG or Life Science clients, including five or more years in major account management.

Competencies:

• Have a mindset of continuous improvement and process-oriented controls

• Ability to work effectively in a culturally and educationally diverse environment

• Coach, mentor, and develop future organizational leaders

• Ability to implement and enforce procedures

• Strong organizational abilities

• Ability to travel 50% for both internal and external meetings

The compensation for the position is: $267,750.00 - $315,000.00

C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated. In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.