Job Description

Job Title: Vice President of Client Relations
Location: Veritas Global Protection (Remote/Headquarters)

Reports To: EVP of Operations
Works Alongside: SVP of Sales, North America

Company Overview:
Veritas Global Protection is an international leader in providing vehicle service contracts, limited warranties, and other F&I products to dealers across the United States and around the globe. We offer coverage for a wide range of vehicles, including cars, electric vehicles, exotic vehicles, RVs, and powersport vehicles. At Veritas, we strive to be “A” rated in every aspect—from customer service and claims to client support and relationships with our insurance carriers. Our commitment is to excellence in everything we do.

Position Overview: The Vice President of Client Relations will play a pivotal role in driving business development and creating a customer-centric experience that aligns with our high standards of excellence. Reporting directly to the EVP of Operations, you will lead our account management team, collaborating closely with Sales and Operations to optimize client relationships and drive business growth.

Key Responsibilities:

Business Development & Client Experience Management: Focus on growing and nurturing business relationships with new and existing clients, ensuring a customer-centric approach in all interactions. By monitoring client feedback, they will implement initiatives to continuously improve service delivery and exceed expectations. Additionally, they will create and execute strategies to enhance the overall client experience and collaborate with the executive team to ensure client feedback is addressed effectively.
Team Leadership & Strategy: Lead and mentor a team of account managers, fostering a culture of accountability, collaboration, and customer-centricity. This role provides strategic direction and leadership to the Client Relations department, aligning its objectives with the company's overall goals. Additionally, the VP will develop and implement strategies to enhance client satisfaction, retention, and lifetime value.
Collaboration and Coordination: Work closely with Sales and Operations teams to ensure seamless coordination and alignment in delivering integrated solutions to clients, while collaborating with Marketing to develop client communication strategies and promotional activities. Additionally, collaborate with the SVP of Sales to manage the sales pipeline, ensuring timely and effective follow-ups.
Performance Metrics and Reporting: Oversee the establishment of KPIs and metrics to measure client engagement and sales operational performance, regularly reporting on departmental performance to senior management. Manage the preparation and distribution of executive and client reporting, ensuring accuracy and timeliness in reporting efforts.
Client Account Accuracy and Escalation Management: Ensure the accuracy of client accounts and oversee the seamless and accurate execution of enrollment and rate update processes. Manage account escalations effectively, addressing various client concerns and ensuring timely resolutions.

Qualifications:

Bachelor’s degree in Business Administration or a related field preferred.
Minimum of 5 years of experience in client relations, business development, or a related field, preferably within the automotive or F&I industry in a leadership role.
Strong understanding of insurance, auto or financial services industries preferred.
Proven track record of managing and developing high-performing teams with a demonstrated ability to lead and inspire teams.
Strategic thinker with a history of developing and executing successful client engagement strategies.
Analytical mindset with proficiency in data-driven decision-making and performance evaluation.
Strong understanding of vehicle service contracts, extended warranties, and F&I products.
Strong organizational and project management abilities.
Ability to work collaboratively with cross-functional teams.
Proficiency in CRM software and Microsoft Office Suite.

Personal Attributes: