The Senior Vice President (SVP) of Client Solutions is accountable for developing and executing CX-led strategies that achieve pipeline and revenue objectives while ensuring client satisfaction, retention, and long-term growth. This role reports into the Chief Revenue Officer (CRO). This leader fosters a high-performing, client-centric culture focused on expanding relationships, optimizing service delivery, and driving digital transformation initiatives. The SVP and their team collaborate closely with internal partners across the organization to align on strategic priorities and enhance client outcomes.
Supporting: BFSI & Utilities sectors
BPO Industry experience a must
In this role you will:Leadership & Strategic Growth
• Lead, mentor, and develop a team of Client Executives (CEs) and Client Success Managers (CSMs), ensuring they effectively manage and grow an existing portfolio.
• Establish and oversee the execution of strategic account plans, ensuring alignment with evolving market needs and client priorities across the various sectors
• Develop and implement scalable CX-driven strategies
• Provide guidance and oversight on team performance
Executive Relationship & Business Development
• Support the team in building and strengthening C-suite relationships
• Leverage internal executive leadership and cross-functional teams to enhance client engagement, revenue expansion, and CX transformation initiatives.
• Oversee the team’s management of contract renewals, business reviews, and strategic growth initiatives
• Ensure Client Executives proactively introduce new digital, AI-driven, and omnichannel CX solutions that align with client needs.
Revenue Growth & Financial Accountability
• Oversee team’s pipeline management, ensuring CEs and CSMs effectively target new revenue streams within existing accounts.
• Track and analyze monthly client forecasts
• Ensure profitable contract renewals and expansions, supporting the team in structuring agreements that maximize value for both parties.
• Guide the team in identifying cross-selling and upselling opportunities, ensuring sustainable and strategic revenue growth.
Client Experience & Strategic Execution
• Ensure the team is proactively monitoring and enhancing client satisfaction, identifying and addressing any risks that may impact long-term relationships.
• Support CEs and CSMs in conducting regular account reviews, ensuring strategic alignment and uncovering new opportunities for growth.
• Collaborate closely with internal partners to align on client strategies, address challenges, and drive continuous improvements in service delivery.
• Provide executive-level oversight on escalated client issues, ensuring they are addressed effectively and relationships remain strong.
Market & Competitive Insights
• Ensure team stays ahead of industry trends, evolving CX technology, and competitive landscapes to drive innovation and differentiation.
• Guide the team in positioning the company as a trusted CX transformation partner, leveraging insights from the various verticals
• Present portfolio strategies, account health updates, and revenue projections to the executive leadership team, ensuring alignment with overall business goals.
Strategic Execution & Value Delivery
• Lead the team in developing and executing new CX-driven initiatives, products, and processes to drive retention, renewals, and revenue expansion.
• Support Client Executives in continuously analyzing market trends, digital transformation initiatives, and evolving customer behaviors to uncover new opportunities within the existing client base.
• Ensure contract negotiations and renewals are structured for long-term profitability, aligning with both client and company growth goals.
• Provide executive guidance on client and market analysis, helping the team position solutions effectively and maintain a competitive advantage.
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We are looking for someone who has:• Bachelor’s degree in Business, Marketing, or a related field; Master’s degree preferred.
• 15+ years of experience in client-facing, enterprise account management, with a strong background in leading high-performing teams in CX and BPO solutions.
• Proven ability to lead and coach a team to exceed revenue, retention, and client growth targets within an existing portfolio of clients.
• Strong financial and strategic planning expertise, with experience managing large-scale, CX-focused client relationships.
• Deep knowledge of customer experience operations, including contact center management, AI-driven automation, workforce optimization, digital engagement, and omnichannel support.
• Industry expertise in BFSI/Utilities with a track record of developing and executing CX transformation strategies.
• Ability to thrive in a dynamic, high-growth environment, effectively navigating change and scaling CX solutions.
• Willingness to travel up to 50% to support client relationships and team leadership responsibilities.
About ResultsCXResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.
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