VP of Client Success at Associa Canada

Stockton, California, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

0.0

Posted On

14 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Feedback Analysis, Process Enhancement, Client Communication, Service Recovery Plan (SRP), Escalation Management, Client Relationship Management, Data Analysis, Customer Loyalty Program Implementation, Team Alignment, Client Loss Management, On-Boarding Training, Contract Negotiation, Client Acquisition Presentations, Client On-Boarding Program, Key Result Area (KRA) Management, Influencing Others

Industry

Real Estate

Description

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com. Job Description Job Summary: A Vice President of Client Success is responsible for soliciting, reviewing, analyzing and acting on clientfeedback, via all sources, with appropriate branch level leaders and executive team members to help drivecontinuous improvement and implement process enhancements. This position proactively communicatesand work with high-value clients to ensure satisfaction. Data sources include Work Points, Business/Market Intelligence, Power Bi Survey results, Ask NicelySurvey results, Google, Strong Room, C3, CAM Dashboard, Client Deliverables, CCTRs, client contracts,Board Meetings, vendor sources, Town Square, and Client Feedback survey. Essential Duties and Responsibilities: Work with leadership team to respond to client feedback, actions and follow-up Initiate, execute and follow up on SRP (Service Recovery Plan), informing and actioning with BP, VP, Directors and other appropriate team members. Serve as POC to manage all BBB escalations and resolution from initiation to close out Serve as leadership POC on initial escalation from Boards or Owners informing and actioning with BP, VP, Directors and other appropriate team members to secure positive client resolution. Initiate Board of Director Check Ins for proactive client relationship and inform and action with BP, VP, Directors and other appropriate team members any required actions to ensure client satisfaction. Prepare Weekly Summary Report containing relevant data and information covering: SRP Process accounts, Upcoming actions, Acct loss themes, Client Escalation/Review Tracker (+/- Week over Week). This report will be provided to the BP and VP by COB on Thursday Implement and manage the Franklin Covey “Leading Customer Loyalty Program”, to align with the purpose and objectives of Associa’ s 5-star Customer Service Model. Baseline data points including Employee Pulse Rating, Employee Turnover, CAM Turnover, Client Rating, % Positive and % Negative scores will be measured and charted against through the course of the program to determine help measure program impact. Monthly CCTR meeting between Directors of Community Managers and Homeowner Service manager to ensure alignment of departments and operating processes aligned to customer feedback. Identifies/coordinates/actions Operational Functions, Business Metrics and Conducts Analysis CCTR Monthly reporting analysis Identify trends Identify movement (escalations, deliverable concerns, CAM turnover) Identify and action next steps for clients scored as ‘1’ or ‘2’ Present at leadership meeting, along with action items and assignments Manage the client loss process; Board outreach and follow up, notification of termination, Salesforce input, and conduct autopsy. Partner with Ops/HR for new team on-boarding to train new hires on Client TLC tools and touches. Partner with Accounting to ensure financial deliverables are on time and accurate for all high touch financial clients. Outreach Establish and maintain on-site client and GM touch points and engagement program. Partner with HR of on-site team member touch points Conduct quarterly On-Site GM Round Table Forum on an established cadence Establish and maintain recurring Board Boot Camp program Establish and Implement Board Training Series for both existing and prospective clients Contracts / Renewals Work in partnership on client contracts with CAM and Director to secure renewals, and with BP on rates and terms. Work in partnership with Sales on existing clients RFPs for successful renewals Work in partnership with Sales and with the BP on new client acquisition presentations Implement and manage a branch program for On-Boarding New Clients to ensure positive experience Participate in client communications during transitions for potential retention/escalations items Implement and manage branch Key Result Area’s (KRAs) contract program. Success Measurements Year One 50% reduction in lost client’s YoY Improvement in CCTR scores to maximum of 25%-30% of clients on 1 and 2 rating Reduction in number of clients on SRPs to maximum of 25% Requirements Required Experience/Skills: 5+ years of experience in client-facing role Ability to influence others to stated outcomes Strong empathy for clients AND passion for business success Analytical and process-oriented mindset Excellent communication and presentation skills Demonstrate ability and desire to work and excel in fast-paced environment Well-organized, with a high attention to detail and ability to prioritize We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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Responsibilities

The Vice President of Client Success is tasked with soliciting, reviewing, and acting upon client feedback across various sources to drive continuous improvement and process enhancements in collaboration with branch and executive leadership. This role also involves proactively managing relationships with high-value clients, handling escalations, and overseeing client retention and contract renewal processes.