VICE-PRESIDENT, CLIENT SUCCESS (HYBRID)

The Vice-President, Client Success reports to the Executive Vice-President & Head of Growth & Client Solutions and will build and lead GreenShield’s Client Success function. The role owns the strategy for GreenShield’s most strategic client relationships, ensuring clients experience one coordinated GreenShield regardless of product, Line of Business, segment, region or function. 

The Vice-President will establish and scale the Client Success model over time and will also be accountable for a defined portfolio of GreenShield’s most strategic client relationships. The role will define Client Success accountabilities and establish strong partnerships with Lines of Business, the Quebec Region, Operations, Business Development, Product, Finance and other enterprise functions. The model must respect Line of Business accountability for P&L, account management and service delivery while creating the shared ways of working required to deliver one integrated relationship strategy. 

The role is accountable for client strategy, client health, executive relationship coverage, retention, coordinated growth and expansion of client relationships. Revenue outcomes will be achieved through shared accountability with Lines of Business, the Quebec Region, Operations and Business Development. 

Success will be measured through stronger retention, improved NPS and CSAT, growth in integrated solutions, stronger client relationship health, fewer fragmented messages to the market, and disciplined execution against client commitments.