VP of Client Services
Have you been looking for a company that you can get behind and feel good about the impact it has on sustainability and recycling efforts? Quest is a full-service environmental consulting and management group supporting the efforts of Fortune 500 companies seeking to maximize profits and mitigate risks and minimize their ecological footprints.
If you want an opportunity where your efforts make an impact, Quest has an opportunity waiting for you. The ideal person must be able to multi-task, work independently and have strong attention to detail while being able to collaboratively communicate across departments.
Why Work at Quest?
First off, we practice what we preach. We focus every day on recycling, reusing and repurposing where we can, and being socially responsible – with company sponsored events and drives to help our local communities.
Second, we take care of our employees’ wellbeing and offer a comprehensive benefits package including: Medical/Dental/Vision, 401(k) Plan, Life and STD.
- Company paid Life, Short term disability plan (voluntary employee-paid LTD is offered)
- Eligibility for health and life insurance plans: 1st of month following date of hire
- 401k: Eligible after 90 days with company match of 100% up to 3% of contributions with 50% up to the next 2 percentage points (immediate vesting!)
- Employee Stock Purchase Plan
- Paid Holidays, Vacation and Sick time
Finally, we are just a modern, FUN and collaborative work environment. We’re a smaller company that provides opportunities for employees to advance within the company, so there is always room to grow.
We offer a casual business environment (so, you can wear jeans), great incentives and rewards.
Role Summary
The VP of Client Services is responsible for overseeing all aspects of the company’s client services offerings, ensuring the highest level of quality, efficiency, and customer service. The role will drive the strategic direction of the client service division, identify grow opportunities, and implement initiatives to enhance service delivery. The VP of Client Services will build, cultivate, and manage long-term customer relationships with key accounts in the company’s portfolio.
Role Description
- Develop and execute the strategic vision and roadmap for the client services division in alignment with the company’s overall objectives.
- Lead and mentor a team of directors, managers, and specialists fostering a culture of collaboration, innovation, and excellence.
- Define and implement service delivery standards, processes, and best practices to ensure consistency and quality across all service offerings.
- Drive continuous improvement initiatives to optimize service delivery efficiency, effectiveness, and customer satisfaction.
- Collaborate with cross-functional teams, including vender relations, business solutions, sales, accounting, and IT to align service offerings with market demand and customer needs.
- Monitor key performance indicators and metrics to track the performance of the services division, identify areas for improvement, and drive operational excellence.
- Build and maintain strong relationships with key clients, stakeholders, and partners, serving as the primary point of contact for escalated service-related matters as needed.
- Stay abreast of industry trends and competitive dynamics to anticipate market shifts and capitalize on new opportunities.
- Prepare and present regular reports, updates, and recommendations to the executive team.
- Manages and executes M&A integration plans to achieve End State including transitioning staff members to the team to ensure a successful transfer of capabilities and achievement of desired business objectives.
- In-depth understanding of P&L and accounting processes.
- SUPERVISORY RESPONSIBILITIES: Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Perform other duties and ad hoc projects as assigned and required of the business.
- Consistent and prompt attendance.
- 25% travel may be required as needed.
Role Competencies
- A. or B.S degree preferred or equivalent demonstrable experience.
- Minimum 10+ years’ experience in client services management.
- Minimum 5+ years’ experience preferred in waste management and recycling industry strongly preferred.
- Proven track record of success in a senior leadership role.
- Strong strategic planning and business acumen, with the ability to develop and execute innovative strategies to drive business growth and profitability.
- Excellent leadership and team-building skills, with the ability to inspire and motivate teams to achieve their full potential.
- Exceptional communication, interpersonal, and relationship-building skills, with the ability to effectively collaborate with internal and external stakeholders.
- Analytical mindset with the ability to leverage data and metrics to drive informed decision-making and continuous improvement.
- Demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities and deadlines.
- Previous experience working with clients in a fast paced, highly complex, deadline-oriented service environment.
- Disciplined organizational skills in all aspects of job duties with strong attention to detail.
- Mastery in Microsoft Office (Excel, Word, Outlook, and PowerPoint)
- Must be able to travel domestically regularly and as business dictates.
Core Competencies
- Dependability – Meets deadlines and commitments to ensure the job gets done. Consistently completes assignments in an accurate and timely fashion.
- Communications – Expresses thoughts clearly, accurately, and precisely both verbally and in writing.
- Business Acumen – Understands industry and overall business operations. Possesses strong analytical skills.
- Customer Focus – Provides excellent customer service to clients, vendors, and/or fellow Quest employees. Responds promptly, professionally, effectively, and efficiently to internal and external customer needs.
- Innovation – Drives continuous improvement by identifying opportunities and assessing risks.
- Decision-Making – Makes sound and practical decisions by considering the relative costs and benefits of potential actions and all related requirements. Resourceful – Self-directed problem solver.
- Critical Thinking – Identifies root cause of problems and prevents the problems from recurring within assigned department. Considers impact of team’s decisions.
- Flexible – Uses critical thinking skills and open to learning new ideas/skills. Responds well in a fast paced, high volume, dynamic environment.
- Planning and Implementing – Plans and implements work according to appropriate timelines.
- Management Skills – Provides on-going guidance and assistance to improve morale and productivity. Identifies employees for development, succession planning, and training as needed. Effectively manages underperforming employees.
- Relationship Building/Teamwork – Facilitates a positive and productive team-oriented environment. Encourages open communication/feedback within the team.