RDEL Group is seeking a Vice President of Client Services to lead, grow, and support our client portfolio across our group of companies, which includes: RDEL (AI consulting), Craft&Crew (web production), Media Propulsion Laboratory (media), FSI (technology), and Simple Story (video). This is a pivotal senior leadership role designed for a high-impact builder capable of supporting category leaders, globally-focused brands, and mission-driven organizations.
Reporting directly to the CEO, you will bridge the gap between business development and delivery. You will own the long-term commercial health and satisfaction of the RDEL client base. You are expected to be a "player" who executes high-level account strategy immediately, and a "coach" who builds the systems and team for the future.
Primary Mandate & Success Metrics
You will be directly accountable for the following performance pillars:
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Client Growth & Expansion: Meeting specific revenue targets through structured account development.
- Cross-Selling: Achieving targets for service line penetration (e.g., moving a web client into the AI consulting or performance marketing divisions).
- Client Satisfaction (CSAT/NPS): Owning the performance and improvement of our client satisfaction scores.
Retention: Protecting recurring revenue and minimizing churn through proactive risk management.
Key Responsibilities
Practice Leadership & Team Evolution
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Act as the primary senior lead for the client services function, establishing the "operating system" for how RDEL manages and grows accounts.
- Collaborate with the Delivery Director to ensure a seamless handoff between project execution and long-term account health.
- Develop the roadmap and hiring plan for future account management roles as the portfolio scales.
Strategic Account Growth
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Develop and maintain formal account plans for key clients, identifying roadmap opportunities and quarterly growth strategies.
- Lead the "diagnose, scope, value, close" motion for existing clients to expand their engagement with RDEL.
- Lead Quarterly Business Reviews (QBRs) to demonstrate value, report on outcomes, and present forward-looking recommendations.
Commercial Management & Discovery Support
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Partner with the business development team during the final stages of the sales process to lead discovery and scoping for complex, multi-stakeholder deals.
- Own the renewal process and retainer expansions, ensuring all contracts are commercially sound and protect agency margins.
- Maintain accurate account forecasting, including near-term pipeline and expansion opportunities within the existing base.
Relationship Governance & Advocacy
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Establish stable, executive-level relationships with senior stakeholders across the portfolio.
- Act as the ultimate internal advocate for the client while maintaining the discipline to protect agency scope and resourcing.
- Serve as the senior escalation point to resolve client issues calmly and professionally.
Experience & Qualifications
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8 to 12+ years of progressive experience in client leadership or revenue roles within an agency or professional services firm.
- Proven Growth Track Record: Demonstrated ability to hit expansion and cross-sell targets across diverse service lines (AI, Web, SEO, Paid Media, Video).
- Builder Mindset: Experience creating processes and workflows from scratch in a smaller company environment where pace and accountability matter.
- Commercial Acumen: Strong ability to lead conversations regarding scope, budget, and value-based pricing.
- Location: Candidates must be located in Canada, ideally in Ottawa or the Greater Toronto Area (GTA).
Traits for Success
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High Ownership: You take personal pride in the health of your portfolio and never leave a client question unanswered.
- Structured Operator: You prefer repeatable systems over "one-off heroics".
- Direct Communicator: You can challenge a client’s assumptions or coach a team member with clarity and empathy.
