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VP, Client Service

Kansas City, MO

Merge Storytelling and Technology

We bring together the minds and passions of creative pioneers, tech innovators, and data explorers to help ambitious clients solve business challenges and rise to the top. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide, and Morgan Stanley. With offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles. MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. 

Promote Health, Wellness & Happiness

We are committed to promoting health, wellness and happiness in the world by partnering with purpose-driven clients in purpose-driven industries in healthcare, life science, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage their minds and hearts to do the best work of their careers.

Deliver Excellence. Elevate Talent. Scale with Intelligence. 

At MERGE, we’re building the agency of the future—where creativity meets technology, and strategy drives measurable outcomes. We're looking for an experienced and dynamic VP of Client Services to lead internal teams in support of client engagements and position teams to effectively introduce new solutions to changing market conditions. You will act as a senior solution-oriented leader that thrives on developing lasting relationships between the client and agency teams. Utilizing deep industry knowledge and experience, you inspire team members to make our strategy, campaigns and experiences more innovative, smarter, and effective. This position involves consistent consulting and operates at a high level in all aspects of account management. 

What You'll Do

  • Create strong client partnerships including high quality of work, strong business-driving results, service excellence, and proactive ideation
  • Lead organic growth initiatives and opportunities, financial and otherwise on a defined client or client portfolio, while delivering real results for our clients and meeting/exceeding agency revenue goals
  • A trusted partner to marketing peers; aligned with a VP of Marketing and/or CMO  
  • Manage a successful, integrated team through high-level strategic engagement delivering real results for our clients while meeting/exceeding agency revenue goals
  • Core strategy; a business builder; market and client expert
  • Manage multiple pieces of business within one client or multiple accounts
  • Informed and personally involved, ensuring sound planning, good service and a solid client/ agency relationship
  • Follow and implement agency policies and procedures across their teams 
  • Sign off on clear and thorough SOWs, inspecting for proper margins and profitability targets
  • Oversee team and activities through job completion, serving as point person for necessary escalations
  • Forecast, revenue growth, and margin with an eye to opportunities for increased profitability
  • Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
  • Create formal networks involving coordination among groups
  • Display business acumen to apply knowledge beyond current client base or vertical, if needed, by having an immediate impact if moving to a different client or vertical
  • Oversee the financial health of the relationships to hit forecasting numbers
  • Addresses key staffing issues with group leader
  • Serve as the trusted voice of the B2B segment customer by assimilating customer and marketplace insights into the development of strategies and marketing programs
  • Help clients anticipate changes in their category and the market at large and make forward-looking adjustments to their marketing strategy, from communications to customer experience to supporting technology 
  • Act as a trusted client advisor who consults with them on strategy, ideas, trends, and thought leadership
  • Create and extend relationships with senior clients to facilitate the overall needs of the client and agency
  • Grow and diversify client relationships by identifying additional business needs, from digital marketing and technology platforms to brand strategy to communication to data-driven marketing and experience design 
  • Leverage experience to craft strategic and creative solutions, with a strong emphasis on digitally-driven programs, helping to modernize B2B customer experiences and keep pace with the shifting expectations in the B2C space
  • Incorporate senior staff from other departments appropriately, setting them up to capitalize on new opportunities and collaborate effectively 
  • Manage and grow a team as a mentor and trusted advisor to account team
  • Maintain working knowledge of MERGE solutions and resources and recognize/act upon opportunities
  • Attend industry events, meetings, conferences, and training as appropriate
  • Other responsibilities as designated

 

Who You Are 

An Entrepreneurial Growth Driver 

You possess a strong entrepreneurial mindset, thriving in dynamic, high-growth environments (similar to startups or challenger brands) and demonstrate a readiness to scale impact. You’re skilled at building, iterating, and driving initiatives forward with ambition and agility. 

An Enterprise Operator 

You know what “good” looks like at scale. You’ve operated $ 10 M-20 M+ portfolios, understand enterprise dynamics, and bring a pragmatic lens to every execution challenge. 

A Team-First Executive 

You believe in the power of people and systems. You build teams that run well without you, and you enable leaders to lead, not just execute. You value casting the right talent to solve client challenges. 

 

A Change Agent 

You know how to evolve legacy models, shift mindsets, and lead through ambiguity. You’ve turned siloed functions into cross-functional engines of growth.

What You'll Bring

  • 12-14 years of related experience
  • 7-10 years of Client Management experience preferred, including proven strategic thought leadership
  • Bachelor’s degree preferred, or equivalent work experience
  • Category expertise and multi-channel experience including B2B category expertise required
  • Multi-channel, integrated campaign & teams and large revenue responsibilities required
  • Ability to evaluate contemporary marketing and customer experience programs across categories and consumer and business segments
  • Willingness to roll up your sleeves to be a constant leader in a highly collaborative environment and to develop and execute business-building strategies
  • Superior client management and relationship skills, especially as it relates to expanding business with existing clients
  • Emphasis on building relationships across departments, from marketing to technology to product and sales
  • Superior professional communication and presentation skills
  • Commitment to the client, attention to detail, and strong problem-solving ability
  • Expert understanding of client management principles, relationship development and organization, business acumen, and delegation skills
  • Excellent knowledge of agency capabilities/service offerings, and ability to identify opportunities for growth based on client goals
  • Understand the client's business at the highest level in order to be a champion, and help bring forth "WOW" ideas and business solutions for the client
  • Function and successfully manage, within a demanding and stressful environment
  • Use experience(s) to deliver the difficult message(s), that does not impact client satisfaction
  • Manage conflict and client concerns that cause significant dissatisfaction and frustration
  • Diffuse an unreceptive and potentially argumentative situation, while maintaining professionalism and arriving at a positive outcome for both the client and the company
  • Expert negotiator, whether for contracts or conflict or anything in between 

 

#LI-JK1

#LI-HYBRID

At MERGE, we’re committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

MERGE is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

And here’s how we live our values at MERGE

  • Ability. Mastering our craft
  • Agility. Delivering with a growth mindset
  • Humility. Collaborating for shared success

MERGE is proud to be an Equal Opportunity Employer

MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be!

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