Executive Vice President, Head Of Client Services

This role is hybrid and open to either our New York or San Francisco locations.

 

About you…

You are a visionary leader with a deep understanding of the tech industry and a knack for driving innovation. You’re known for challenging the status quo and being a proactive problem-solver who addresses client needs with creativity, professionalism and urgency

You are a connector, both within the industry and internally. You quickly gain buy-in and trust from others. You’re influential by nature and love building high-functioning teams and fostering a collaborative culture.  

You have global client experience supporting big brands with big goals. You are adaptable and agile, always ready to chase a new challenge

You are a thought leader with a strong POV. We can find you at tech events, participating in speaking opportunities, and being an active member of industry associations.

About us…

We are the pre-eminent global tech communications and marketing consultancy. We are a group of expert communicators and marketers who are fanatical about tech and are here to help businesses ignite their possibilities. Our local experience and global scale allow us to deliver bold but pragmatic guidance to tech companies all over the world.

When you work with us, we connect and support you in a way that allows you to achieve limitless success and career growth. For years now, we’ve been named a Best Place to Work by PR Week, PRNews and Crain’s New York.

We are looking for an exceptional person to join our team as EVP, Head of Client Services.

The Executive Vice President, Head of Client Services sits on the North America Executive Team and is a leader in Hotwire’s global business. The Head of Client Services leads a broad portfolio of clients, in Hotwire’s largest and most dynamic market while providing exceptional experiences and results for our technology and innovation clients. Always looking ahead, the Head of Client Services maintains a deep understanding and set of relationships across our industry, leveraging insights, competitor analysis, and tech-forward thinking to drive innovation and growth for Hotwire’s.

This role partners closely with other executive leaders, including the North America Head of Growth and SVP, Strategy & Planning, to align on strategic objectives, evolve our products and services for the future, and drive business growth. Overseeing a tech-focused portfolio of $20M+ in revenue, this role sits alongside the SVP, Consumer as key executive relationship holders within our top 10 clients.

Job Duties and Responsibilities

• Client Relationship Leadership
  • Develop and maintain strong relationships with Hotwire North America’s top 10 clients, ensuring their continued growth, satisfaction and partnership.
  • Be a connector, with a clear industry point of view on the most important issues our clients face such as AI, reputation management and business transformation.
  • Act as the primary contact for senior client stakeholders, including C-Suite executives, addressing their needs and concerns with professionalism and urgency.
  • Travel regularly, domestically and globally, to meet clients on-site, attend industry + clients events, and foster strong, face-to-face connections.
  • Set the standard for client experience and oversee the Client Service team to ensure we consistently deliver or find ways to evolve our model. This ranges from pitching to onboarding to ongoing program delivery and long term relationship management.
  • Partner with SVP, Finance and Client Service leaders to ensure projects and retainer accounts meet profitability standards and address any overages proactively.

• Leadership and Management
  • Lead a team of 50+, including 5-7 direct reports who oversee their own portfolios and people orgs.
  • Partner with Head of People & Culture, North America to support talent planning, development and career path opportunities, and succession planning for the Client Services team.
  • Manage the team to meet business plan goals which range from revenue to profitability to expanding into new segments to team and client satisfaction targets.
  • Empower team members to manage internal processes, including resourcing, client growth planning, scoping and health tracking, and presenting quarterly business reviews.

• Business Strategy
  • Play a key role in the North America Executive Team, contributing to the development and execution of the overall business strategy.
  • Support global business on cross-border client service-related strategic priorities and initiatives.
  • Expand Hotwire’s presence and network in the U.S. through thought leadership, events and speaking opportunities, forging client and partner connections, and involvement in industry associations and partnerships.
  • Understand industry trends and market developments, leveraging this knowledge to inform strategic decisions and enhance client service offerings.
  • Support the expansion of new products and services by identifying opportunities and setting expectations for adoption and collaboration.

• Collaboration and Influence:
  • Partner with ROI·DNA leaders to build out a cohesive and integrated comms and marketing approach to client management across the business.
  • Lead with influence, fostering a collaborative and inclusive culture that encourages cross-functional teamwork and knowledge sharing across the leadership levels and within the wider org.

Qualifications and Skills:

• Must be located in one of our two biggest markets – New York or San Francisco.
• Minimum of 14 years of experience with increased responsibility leading on communications and marketing within the tech industry.
• Must have worked in an agency setting, leading a $10M+ portfolio, within the last 5 years. May have also worked in-house for part of their career.
• A strategic thinker who operates with a growth mindset, comfortable challenging the status quo.
• Proven track record of managing senior client relationships and driving client satisfaction and retention.
• Strong leadership skills with the ability to manage and mentor a large, diverse team.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels.
• Willingness to travel as needed to meet clients and support business objectives.

Why Us:

• Flexibility – We understand that life doesn’t always fit around the 9-5; and that work/life integration is crucial.
• Global Reach & Opportunity – You will have the opportunity to work within global teams and travel within the US and globally to connect with clients and colleagues.
• Great Benefits - Strong benefits package includes paid time off, holidays, sick leave, cultural celebration days off, paid time off for community involvement, medical, dental and vision insurance, disability and life insurance, 401K match and a paid 6-week sabbatical after every 4 years of continuous employment. Hotwire offers a variety of bonus opportunities including business development, annual company bonuses and referral bonuses. Additional benefits include wellness allowance, internet, and phone reimbursement.
• Development Opportunities – A strong learning and development program with training opportunities at all levels.
• Autonomy – The freedom and support to be limitless, and the opportunity to own your career and create the future you want.
• Variety – No day is the same as the last. Both within our own walls, and with our clients, we navigate change daily and there’s always an opportunity to stretch your skills, learn something new, seek out a new challenge, and gain expertise.
• Our Amazing Team – We are connected, ambitious, and friendly. We don’t step on toes to get ahead, we build each other up, develop and teach each other and understand that each person’s individual success is a win for all.

We engage in Thoughtful Working, empowering our talent to determine the best way to work for our clients, our team and Hotwire every single day.

Compensation Range: $210,000 - $240,000

The range listed is just one component of Hotwire’s total compensation package for employees, which includes bonus opportunities and a variety of benefits mentioned above. Hotwire takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected work to be performed, required travel (if any), external market and internal value, and internal pay alignment when determining the salary level for potential new employees. A potential new employee’s salary history will not be used in compensation decisions.