Department: Client Services
Role: Vice President (12-15 years experience)
Role Overview
The Vice President, Client Services, is responsible for leading the strategic direction, growth, and overall health of key client relationships. This role oversees a portfolio of high-value accounts, drives profitable growth, and ensures exceptional client experiences through proactive, consultative partnership.
As a senior leader, this individual builds and mentors high-performing teams, fosters cross-functional alignment, and positions the agency as a trusted strategic partner. Success in this role requires anticipating client needs, driving business impact beyond expectations, and consistently delivering value that strengthens long-term partnerships.
Key Responsibilities
Client Growth & Portfolio Leadership
- Lead account strategy across a portfolio of key and/or complex accounts to drive profitable growth and retention
- Identify and execute opportunities for organic growth, including upselling and cross-selling services
- Oversee account planning, forecasting, and performance tracking to ensure financial health and resource optimization
- Participate in high-level client negotiations and strategic discussions
Client Partnership & Strategic Leadership
- Build and maintain senior-level client relationships, serving as a trusted advisor
- Anticipate client needs and deliver proactive, insight-driven recommendations
- Ensure consistent delivery of high-quality work that drives measurable client outcomes and satisfaction
Cross-Functional Collaboration
- Partner with internal teams (e.g., media, strategy, operations) to ensure seamless execution and alignment
- Drive a customer-centric mindset across the organization
- Identify opportunities to improve processes, efficiency, and overall client delivery
Team Leadership & Talent Development
- Lead, mentor, and develop a high-performing Client Services team
- Create and manage talent plans aligned to client needs and business goals
- Establish clear performance expectations, provide ongoing coaching, and support career development
- Recruit and onboard top talent
Business Development
- Contribute to new business efforts including research, strategy development, and pitch support
What Success Looks Like in This Role
- Sustained profitable growth and retention across assigned accounts
- Strong, trusted relationships with senior client stakeholders
- Demonstrated expansion of services and increased account value
- High levels of client satisfaction and loyalty
- Well-developed, engaged, and high-performing teams
- Seamless cross-functional collaboration resulting in efficient, high-quality delivery
- Meaningful contribution to broader agency growth and new business success
Required Knowledge and Skill Set
- Deep expertise in client services, account management, and agency operations
- Strong business acumen with the ability to manage revenue, profitability, and forecasting
- Strategic thinking with the ability to translate client needs into actionable growth plans
- Advanced relationship-building and client partnership skills
- Proven ability to lead, coach, and scale high-performing teams
- Expertise in negotiation, upselling, and organic growth strategies
- Excellent communication and influencing skills across all levels
- Strong understanding of industry trends, market dynamics, and emerging technologies
- Ability to operate effectively in a fast-paced, complex environment
Qualifications
- 12–15+ years of agency experience in client services, account management, or related roles
- Demonstrated success managing complex accounts and driving revenue growth
- 8+ years of people leadership experience
- Experience in media and/or life sciences preferred
- Proven track record of building strong client relationships and delivering business impact
- Willingness to travel as needed based on client requirements
Why Join Us?
At Underscore Marketing, we value our team and invest in their success. We offer competitive compensation and benefits, including health coverage, retirement plans, paid time off, and professional growth opportunities. Our goal is to ensure you feel supported both personally and professionally while contributing to meaningful work in a dynamic, collaborative environment.
Underscore Marketing is a woman-owned, independent agency specializing in life sciences. Since 2002, we've helped clients gain a competitive edge through bold, data-driven promotional strategies that deliver measurable results.
Our team comprises media, strategy, and omnichannel analytics experts who thrive on collaboration, innovation, and results. When you join Underscore, you become part of a dynamic environment where your ideas matter, your growth is supported, and your work helps elevate brands in a competitive healthcare landscape.
If you're passionate about making a difference and want to be part of a team that values integrity, creativity, and results, if that sounds like you, we invite you to share.
Equal Employment Opportunity Statement
Underscore is committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable law. We believe that diversity drives innovation and success, and we welcome candidates from all backgrounds to apply.