United States onlyVP, Client Experience
Company
Ratio is a leading authority for brand and growth marketing strategy and execution for healthtech companies. Our methodologies have been forged and proven in the healthcare ecosystem, and our future-focused team of experts, combined with our distinguished advisory board, means our clients realize the power of knowledge and experience as we help guide your market engagement in ways that produce great results.
Culture
We are a team of experienced innovators with the energy and courage to lead, the expertise to advise, and the ability to make great things happen. We are smart, agile, approachable, and forward-thinking. Our dedication to our values is unwavering, and we're looking for individuals who can wholeheartedly embrace them, contributing to the growth and enhancement of our company culture. If you're intrigued by what you've read so far, then keep on reading because this might just be the perfect fit for you!
Remote Team
Our team has roots in Nashville but proudly operates as a fully remote workforce with team members across the U.S. We're on the lookout for exceptional individuals who are not only comfortable with remote work but excel at it. Collaboration is at the heart of what we do, and we believe in the power of virtual teamwork. To maintain a strong sense of community and connection within our team, we organize in-person retreats yearly. These retreats are more than just gatherings; they're a chance for our team to unite, collaborate face-to-face, and forge meaningful connections. If you're a self-motivated self-starter who thrives in a remote work setting, we invite you to apply for this opportunity.
Purpose of the Role
As the VP of Client Experience, you will focus on building deep client relationships and provide strategic and marketing leadership over all of Ratio’s accounts. Reporting to the CEO, you will lead our agency’s service delivery process and understanding of our clients' brand, position, UVP, and core market strategies. This role will also be responsible for spearheading client upsells, renewals, and the development of deep client relationships in addition to the ongoing training and hiring of the client service department.
Key Responsibilities
- Provide strategic leadership over all client accounts
- Serve on the leadership team to drive cross-department integration, acting as the client advocate and client experience team lead
- Consistently ensure alignment with client goals and objectives while positioning our agency to provide demonstrable value
- Identify horizon opportunities and actively seek strategic scope expansion through upsells, renewals, and conversions (from projects into retainers) to achieve company revenue goals
- Grow client experience department, with multiple levels to the department (lead department hiring)
- Ensure excellent client communication at all levels
- Demonstrate practical and advanced understanding of integrated marketing campaigns
- Understand client issues and provide solutions that build and maintain trust and strong relationships
- Evaluate direct reports and lead professional development direction for client experience team
- Manage and evolve client service norms
- Contribute to new client kick-off meetings, marketing plan workshops, and quarterly reviews with account leads from a strategic standpoint
- Retain an understanding of the essence of each client’s brand, UVP and market position, and related creative campaign directions, and work integrally with cross-discipline teams to develop effective strategies, insights and recommendations for clients.
- Ensure client goals and KPIs are being tracked and achieved
- Support on new business initiatives, sales and retainer presentations
- Enthusiastically help lead, foster, and grow Ratio’s culture
Ownership
- Success of clients on roster
- Growth/Deals with clients on roster
- Relationship health with clients on roster
- Account Management Standards & Processes
- Account Director Management
- Understanding of each client’s Unique Value Propositions
Requirements
While we have mapped our ideal requirements for the role, we encourage you to apply if you believe you will be a good fit even if you do not meet every single requirement.
Essential Qualifications
We're looking for a candidate who not only meets these must-have qualifications but also resonates with our core values. You can find a reflection of our ethos and what we stand for here. If you're passionate about account management, have exceptional communication skills and believe your experience aligns with our vision, we'd love to hear from you, even if you don't check every box.
- Alignment with our company values
- 8+ years of experience leading a team at a marketing agency
- Strong client leader and relationship-builder
- Command of the health tech marketing landscape
- Strong verbal communication and presentation skills
- Ability to work independently
- A healthy balance of confidence and humility
- New business development experience
- Ability to display and encourage creativity and innovation in self and others
- Strong interpersonal skills
- Ability to prioritize multiple tasks simultaneously and work under pressure
Preferred Qualifications
While these qualifications are not mandatory, they could enhance your application:
- Healthcare Technology Relationships
- Platform Proficiency: Familiarity with our core tech stack (Asana, Notion, Google Workspace, Hubspot, Basecamp, Slack)
- Leadership team experience
- Healthcare community involvement
Benefits
We value our team’s hard work, health and happiness. Ratio's benefits include:
- Flexible remote environment (work from home with team members nationwide)
- Professional development budget
- Health, dental, and vision insurance
- 401(k) plan and employer contribution
- Long-term disability insurance
- Team retreat
- Vacation (10+ days of vacation annually *commensurate with tenure)
- Paid Sick Leave (7 paid days of leave annually)
- Holiday Time (13 paid holidays, plus the week between Christmas and New Years)
- Parental Leave
- Company Performance-Based Annual Bonus Plan
