VP of Client Satisfaction & Talent

Pivot Strategies is revolutionizing internal communications. Leading with expertise and curiosity, we bring momentum with communications campaigns that engage. Our clients are a dream list of the world’s most admired companies. And our team is the best in the business – we are bred corporate, gone agency. We create clarity. We are Pivot. Watch to learn more.

Our values:

  • Self-care is non-negotiable: We lead with kindness and respect for each other and our clients. We take care of our own wellbeing first and foremost, which enables us to do better work. Flexibility is celebrated and supported. We bring our whole selves to work
  • Positive mental attitude: We start with yes, we love to learn and enjoy a challenge
  • Better is possible: We uphold premium standards, always put in the extra effort and go above and beyond
  • Be the change: We are quick learners, embrace change and adapt quickly
  • Unapologetically hungry: We are excited by growth and always looking for opportunities

Job Description:

The VP of Client Satisfaction & Talent is a critical role that is the link between our consultants, clients and leadership team. This role has four core responsibilities: recruiting, retaining and developing our talent; serving on key client accounts and overseeing Pivot’s overall client delivery, retention and satisfaction; leading the company’s consultant managers to successfully deliver and grow their clients, and lead their teams to consistently deliver the Pivot Experience; and, contributing to the Leadership team and Pivot’s overall business strategy.

As a departmental leader, you’ll be responsible for setting and managing a budget, regular metrics, developing and maintaining processes, templates and systems and maintaining accountability of other leaders within your department.

The VP of Client Satisfaction & Talent is expected to:

  • Serve as a member of the Leadership Team. This entails:
    • Setting department goals, monitoring metrics, be accountable to results for the areas of responsibility and hold direct reports accountable to their metrics.
    • Hold other leaders accountable for their areas of responsibility and results and partner with fellow leaders to collaborate
    • Be a proactive and data-driven problem solver with a keen eye for any concerns in team performance, including using software to make predictions, see trends and make decisions
    • Be the final say and ultimate person responsible for talent and client decision making that maintains company financial goals during highs, lows and talent or client changes
    • Define process and strategy to meet company growth goals.
  • Ensure excellence within our consultant, HR and talent teams:
    • Be a coach, an advocate and resource for Practice Leaders (client and consultant leaders) and consultants. Oversee the professional development, coaching and growth of our team.
    • Practice, train and grow delivery of the Pivot Experience and ensure it is followed by all. Responsible for ongoing team Pivot Experience training
    • Define Pivot’s talent acquisition, hiring, staffing, engagement and team management strategy to align with company growth goals. You’ll lead and coach the Talent team to manage our talent pipeline by building and maintaining positive relationships with candidates
    • Serve as the final approval for new hires and ensure a positive, consistent and thorough onboarding.
  • Ensure excellent client delivery, retention and satisfaction:
    • Serve as a strategic leader on key client accounts. You’ll model excellent client service, savvy account management and relationship-building with clients to develop new project opportunities within current clients.
    • Become a valued resource to our clients with your expertise and service. You’ll lead by example and instill that same behavior with our Practice Leaders and consultants.
    • Driving business growth. You’ll unearth new opportunities with current clients, coach practice leads in growing their clients and have the talent solutions to align with those needs
    • You’ll also participate in new client acquisition, which includes attending business development events, pitching new clients, helping scope work and networking with your connections to build awareness and interest in working with Pivot consultants

Qualifications:

  • Our team and clients will respect and admire you. They’ll feel they have a resource and thought partner in you.
  • You embrace a business mentality and understand your role in contributing to business growth and success. You are inspired to achieve the company’s goals and want to be an active part of reaching them.
  • You have experience working with complex, global organizations. Your client service skills are unmatched and as much as you love to do, you equally love to teach.
  • No ask is too big or too small. You are comfortable leading, doing, strategizing, pinch-hitting, building and guiding
  • You are driven. You want to set goals and exceed them. Issues don’t intimidate you, they excite you. You are fulfilled by making an impact, fulfilling a vision.

Requirements:

  • Must have a bachelor’s degree
  • 10+ years of experience in professional communications
  • 5+ years leading a high-performing team.
  • Demonstrated and progressive leadership responsibilities, which may include serving on a leadership team
  • Experience in managing and growing client accounts
  • Experience networking to grow business and collaborating with sales and/or business development on new deal identification and negotiation
  • Experience working with and/or managing the Human Resources and Talent function within an organization.
  • An appetite for growing our desired culture through all levels of the organization
  • High level of discretion and confidentiality
  • Excellent communication and interpersonal skills.
  • Highly capable of actively using technology and software in day to day business operations

Why you’ll love us:

  • Progressive workplace culture: We support a flexible schedule and work environment. We offer summer Fridays, unlimited paid time off and host frequent team collaborations and celebrations
  • We invest in our team: We provide medical, dental and vision benefits, a 401K with company match after 6 months of employment, profit-sharing benefits, maternity & paternity leave, life insurance and long + short term disability options and budget for professional development reimbursement
  • Growth opportunities: As we continue to grow quickly, we are looking for individuals who want to contribute to that growth, whether it’s to document a proven process or run a department

Location:

This position is based in Minneapolis, Minnesota. While there is no requirement to work on-site every day, there are weekly meetings held in the Pivot office in which attendance is required. Pivot is a flexible workplace; however, our flexibility is dependent on our client and team needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regular sitting, standing and walking throughout the day to accomplish tasks
  • Interaction with computer, peers and coworkers

At Pivot, we embrace diversity and equal opportunity. We are committed to providing an inclusive and collaborative environment for the benefit of our employees, clients and community.

All employment is decided on the basis of qualifications, merit and business need.


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