VP, Client Service

VP, Client Service

Merge storytelling and technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. Merge has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City, and Los Angeles. Merge uses a talent-to-task process that enables clients to think higher and feel deeper about their customers.

Promote health, wellness & happiness

We are committed to promoting health, wellness, and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the top of your career

At Merge, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

As our VP, Client Service, you will

Lead internal teams in support of client engagements and position teams to effectively introduce new omnichannel solutions to changing market conditions. You will act as a senior solution-oriented leader that thrives on developing lasting relationships between the client and agency teams. Utilizing deep industry knowledge and experience, you inspire team members to make our strategic and creative recommendations more innovative, smarter, and effectivewith a deep understanding of platforms (Adobe, Salesforce, and more). This position involves consistent consulting and operates at a high level in all aspects of account management.

Be accountable and responsible

• Create strong client partnerships including high quality of work, strong business-driving results, service excellence, and proactive ideation
• Navigate enterprise-level organizations to identify relevant stakeholders to both deepen and widen agency relationships and opportunities
• Lead organic growth initiatives and opportunities, financial and otherwise on a defined client or client portfolio, while delivering real results for our clients and meeting / exceeding agency revenue goals
• A trusted partner to marketing peers; aligned with a Director, VP of Marketing and / or CMO / CTO
• Manage a successful, integrated team through high-level strategic engagement Core strategy; a business builder; market and client expert
• Manage multiple pieces of business within one client or multiple accounts
• Informed and personally involved, ensuring sound planning, good service, and a solid client / agency relationship
• Follow and implement agency policies and procedures across their teams
• Sign off on clear and thorough SOWs, inspecting for proper margins and profitability targets
• Oversee team and activities through job completion, serving as point person for necessary escalations
• Forecast, revenue growth, and margin with an eye to opportunities for increased profitability
• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
• Create formal networks involving coordination among groups
• Display business acumen to apply knowledge beyond current client base or vertical, if needed, by having an immediate impact if moving to a different client or vertical
• Oversee the financial health of the relationships to hit forecasting numbers
• Addresses key staffing issues with group leader
• Help clients anticipate changes in their category and the market at large and make forward-looking adjustments to their marketing strategy, from communications to customer experience to supporting technology
• Act as a trusted client advisor who consults with them on strategy, ideas, trends, and thought leadership
• Create and extend relationships with senior clients to facilitate the overall needs of the client and agency
• Grow and diversify client relationships by identifying additional business needs, from digital marketing and technology platforms to brand strategy to communication to data-driven marketing and experience design
• Leverage experience to craft strategic and creative solutions, with a strong emphasis on creative campaigns and digitally-driven programs, helping to modernize customer experiences
• Incorporate senior staff from other departments appropriately, setting them up to capitalize on new opportunities and collaborate effectively
• Develop and grow a team as a mentor and trusted advisor to account team
• Maintain working knowledge of Merge solutions and resources and recognize / act upon opportunities
• Attend industry events, meetings, conferences, and training as appropriate
• Other responsibilities as designated

These are the qualifications we're looking for

At Merge, we're committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

Merge is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

And here's how we live our values at Merge

Merge is proud to be an Equal Opportunity Employer

Merge welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be!