Vice President, Client Relations

Vice President, Client Relations reporting to an Account Executive (SVP or EVP).

Essential Responsibilities

  • Manage the design and implementation of large CX research related client engagements effectively, to drive Client insights, and create recurring revenue
  • Work in collaboration and partnership with Verde AE to provide input and expertise into research design and strategy and identify considerations for implementation based on knowledge of client and category
  • Lead the design and development of all critical components of the research: project plan and implementation schedule, working team weekly management and status reporting, questionnaire design and development, report design and development
  • Work closely with the AE to identify actionable insights from study
  • Support AE in preparing for AP workshops. Participate in Action Planning workshops.
  • Contribute to Verde’s overall growth plan via new product design, testing and implementation
  • Participate in Verde’s Quarterly Business Reviews by sharing best practices, success stories and lessons learned
  • Leverage personal networks to help Verde’s overall growth

Client Engagement

  • Act as the account manager/key contact for clients on a day-to-day basis
  • Provide a “first line of defense”, particularly for the AE, with Project Directors (PDs) by reviewing and providing feedback on:
    • Project schedules and implementation plans
    • Agendas and meeting minutes
    • Discussion guides for focus groups and in-depth interviews
    • Questionnaires
    • Report templates
    • Qualitative and quantitative reports, dashboards and presentations
    • Analytical approach
    • Manage PDs in the creation of tab/banner plans and data tables
  • Perform project work:
    • Facilitate employee focus groups, employee and customer in-depth interviews
    • Participate in the writing of qualitative reports and presentation of findings to clients
    • Utilize the findings to inform the quantitative deliverables
    • Assist in facilitating Action Planning
    • Collaborate with other project teams as needed to share insights and drive success

Project Operations

  • Report on status of projects at weekly Operations meeting
  • Coordinate project director assignments to ensure that there is a primary and backup PD for each project
    • As new PDs come on board, coach them on the Verde Way Project Process
    • Set up project folders on J-shared and the PD drives as new projects begin and consolidate completed projects on J-shared
    • Work with PDs to monitor projects against schedules and facilitate re-assignment of tasks to meet client deliverables
  • Act as a point of escalation for PDs and work with the Verde Group Management team to resolve project issues
  • Refine the Verde Way Project Process, examples and templates to
    • Ensure that projects are managed consistently
    • Enforce and upgrade the standards for client deliverables
    • Create efficiencies in the project process where possible
    • Facilitate on-boarding of new PDs
  • Coordinate project “huddles” to obtain thought leadership and direction at key points in each project, typically prior to the quantitative design and reporting

Business Operations

  • Client Invoices
    • Monitor project schedules and coordinate client invoicing with the Accounting Department to ensure that invoices are submitted to clients according to the billing schedule in each proposal
    • Monitor project hours and raise risk to AE to address
  • Expenses Make sure all travel that is billable to clients is tracked and expenses are submitted
    • Coordinate invoicing to clients with the Accounting Department to ensure that Verde Group is reimbursed
    • Track non-billable trips to ensure that expenses are submitted in a timely manner so that the Accounting Department can accurately incorporate into cash flow management
  • Look for efficiencies in all business operation practices to reduce the amount of time that we collectively spend on non-revenue generating activities


  • Post-secondary degree (ideally a post-graduate degree: MBA, MS)
  • Excellent knowledge of statistical packages (SPSS, SAS or similar), databases and MS Office (Highly proficient with MS PowerPoint, Excel and Word)
  • Strong market research experience (> 5yrs): Adequate knowledge of data collection methods (platforms, focus groups, surveys etc.)
  • Strong analytical and critical thinking
  • 10+ years of senior client management experience
  • Ability to work independently and take initiative.
  • Strong verbal and written communication skills
  • Excellent time management and multitasking skills.
  • Superior interpersonal skills.

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