Responsibilities
Location Raleigh, North CarolinaUS Job ID REQ-055659Summary
The Vice President of Client Engagement (VP, CE) is a senior executive responsible for the strategic growth, relationship management, and operational excellence of 2-3 globally significant accounts. This role is pivotal in ensuring the firm is positioned as a trusted advisor and supplier across client organizations. The VP, CE drives revenue growth, fosters deep client relationships, and ensures the successful delivery of services through executive-level engagement and cross-functional collaboration. The VP, CE brings deep credibility, extensive networks, and influence within the accounts they serve. They will work closely with regional leaders, Principal Consultants, and delivery teams to build trust, align services with client needs, and surface new opportunities. This role will be expected to be 20-40% billable on active projects within accounts to maintain visibility, support project launches, and guide executive-level touchpoints.
Key Responsibilities
Strategic Account Leadership
- Develop and execute multi-year strategic account plans aligned with client business objectives and industry trends.
- Conduct quarterly SWOT analyses and competitive benchmarking to refine account strategies.
- Establish and maintain executive sponsorship alignment between client and company leadership.
Client Engagement & Governance
- Facilitate executive steering committees and governance forums to ensure alignment and transparency.
- Implement structured feedback loops (e.g., Net Promoter Score, Voice of the Customer) to continuously improve service delivery.
- Lead crisis management and issue resolution with a focus on preserving long-term relationships.
Revenue Growth & Pipeline Conversion
- Set and achieve annual revenue targets for each account, with clear KPIs for upsell and cross-sell initiatives.
- Identify and pursue whitespace opportunities through proactive needs assessments and solution co-creation.
- Lead strategic pursuits, including RFP responses, solution design, and executive presentations.
Collaboration & Intelligence Sharing
- Chair regular account team meetings to align on goals, share insights, and coordinate execution.
- Ensure knowledge transfer and best practices are documented and disseminated across teams.
- Champion the use of CRM/PSA tools to maintain data integrity and visibility into account health.
Internal Governance & Program Participation
- Actively contribute to company-wide strategic initiatives, including service innovation and market expansion.
- Lead or participate in internal task forces focused on client experience, or operational excellence.
- Mentor high-potential talent and contribute to succession planning efforts.
Metrics for Success
Metric
Target
Account Revenue Growth
15% YoY growth per account
Pipeline Conversion Rate
55% of qualified opportunities
Client Advocacy Score
NPS or equivalent TBD 95%; 2 client testimonials/year
Engagement Cadence
80% execution of QBRs and executive check-ins
Project Success Rate
95% on-time, on-scope project launches with client satisfaction TBD
Internal Contributions
Active participation in 1 strategic initiatives or mentorship programs annually
Experience Required
- Education: Bachelor's Degree in Life Science, Engineering, or related discipline (OR a combination of equivalent experience in CQV engineering, cGMP facility start-up, project management and/or comparable military experience).
- Industry Expertise: 15+ years in life sciences, biotech, or technical consulting with a strong understanding of regulatory environments, R&D, manufacturing, and commercialization.
- Client Leadership: Proven track record of managing $10M+ accounts with complex stakeholder ecosystems.
- Strategic Thinking: Ability to synthesize market trends, client needs, and internal capabilities into actionable strategies.
- Commercial Acumen: Deep experience in consultative selling, contract negotiation, and value-based pricing.
- Operational Excellence: Familiarity with delivery models, project governance, and performance metrics in a professional services context.
- Technology Proficiency: Experience with CRM/PSA platforms (e.g., Salesforce, Certinia), data visualization tools, and collaboration platforms.
Other Required
- High degree of technical competence and creativity
- Travel as necessary for business continuity.