VP, Client Support (SaaS)

Job Title: VP, Client Services
Job ID: 85659
Location: New York, NY

Overview:
The Vice President, Client Services, is a senior executive responsible for shaping and executing the global strategy for Client Services within a highly regulated environment. This leader ensures that service delivery meets the highest standards of security, compliance, customer experience, and operational performance.
As the executive champion for customers, the VP collaborates closely with leaders across Product, Customer Success, DevOps, Operations, Sales, and Engineering to deliver frictionless, scalable, and resilient services. The VP will drive global alignment, service innovation, operational transformation, and customer-centric excellence that support the company’s growth trajectory and enterprise objectives.
The regional Directors, Client Services, will report to the VP, Client Services.

What You’ll Do:

Executive Leadership & Strategy

• Lead the global Client Services team, which currently consists of Technical Support, Enterprise Support, Provisioning, and Migration.
• Ensure the global Client Services organization delivers industry-leading service quality, rapid resolution times, and high customer satisfaction.
• Define the global vision and strategy for Client Services, ensuring alignment with fintech regulatory requirements and enterprise-level goals.
• Build and scale a global operating model that supports a diverse customer base, including regulated financial institutions and enterprise clients.
• Lead long-term planning related to service innovation, operational performance, and digital transformation.
• Partner with executive leadership to influence product, risk, compliance, and technology roadmaps.

• Oversee organizational design, resource allocation, geographic distribution, and talent strategy for global client service operations.
• Lead senior managers, technical leaders, and customer-facing professionals across multiple regions and time zones.
• Build a culture of accountability, operational excellence, and customer-centricity.
• Drive strong global teamwork, operational maturity, and measurable improvements in efficiency and customer experience.
• Oversee HR operations of the Client Services department, including recruitment, performance management, leadership development, and succession planning.

• Serve as the executive escalation point for enterprise and strategic customers, ensuring customer needs are addressed swiftly and effectively.
• Strengthen strategic partnerships with key customers, driving retention, trust, and long-term value creation.
• Drive continuous improvement initiatives that enhance customer satisfaction, service quality, and operational efficiency.

• Sponsor and manage enterprise-wide projects related to service delivery, data security, systems migration, automation, and operational transformation.
• Oversee global change management to ensure consistent, high-quality service transitions and customer communications.

• 15+ years of senior management experience, ideally in a global fintech, SaaS, or enterprise technology environment.
• Demonstrated success leading large, distributed, customer-facing organizations with significant operational complexity.
• Extensive experience supporting enterprise-scale customers.
• Proven experience scaling teams, processes, and systems in a rapidly growing global enterprise.
• Exceptional executive communication and relationship-building skills; effective with C-suite stakeholders and enterprise clients.
• Strong analytical and strategic thinking skills with proven experience using data to drive decisions.
• Expertise in organizational design, change management, and operational transformation.
• Demonstrated ability to manage high-pressure situations, escalations, and mission-critical service environments.
• High degree of leadership maturity, business acumen, and ability to influence in a matrixed global organization.

Salary Range: $170,000 - $250,000 USD

Thank you for your interest in this opportunity. If you are selected to move forward in the process, we will contact you directly. If you do not hear from us, we encourage you to continue visiting our website for other roles that may be a good fit.
 
For more information about TEEMA and to consider other career opportunities, please visit our website at www.teemagroup.com