VP of Client Services

Real ownership from day one, not check-ins and micromanagement. That's what the VP of Client Services role at Nortal looks like. What working with us looks like • Remote work with a LATAM team. Coffee breaks, tech talks, and games keep it human, even at a distance. • No micromanagement. We hire for autonomy and expect you to use it. • Support beyond the job. Our People Care team helps with time off, wellness, and anything in between. • Our accounts team handles client relationships, so you focus on the work. What you get • Competitive USD salary. • Full remote work, with coworking spaces across LATAM if you want to meet the team in person. • Paid time off under your country's rules, at full salary. • National holidays. • Sick leave, no stress attached. • A yearly refundable credit. Spend it on anything related to your health and well-being. • A day off for your birthday. About this search Great talent doesn't wait for job postings, so we don't either. We're building a network of skilled professionals for roles that come up regularly with our clients. Join our Future Talent network and you'll be one of the first people we reach when the right opening appears. We make around 160 hires a year, so it happens often. The role As a VP of Client Services, you will own and grow our portfolio of US clients by 10–15%+ every year. You'll lead a team of Customer Success Managers (CSMs), be the senior relationship holder for our clients' leaders, and own the portfolio's revenue forecast and margin. Your day-to-day: Grow the US portfolio • Manage our portfolio of US clients and grow each account to $20M+ in annual revenue. • Spot growth potential across the current portfolio: new business units, new stakeholders, and new service lines we can sell to clients we already serve. • Build a yearly growth plan per account: where we'll expand, what's at risk, and what we'll do about both. • Lead renewals, contract extensions, and rate negotiations. Lead the Client Success team • Lead, coach, and grow a team of CSMs so they hit their account growth targets. • Set clear goals per CSM and account, and review progress every month. • Raise the bar on how the team plans accounts, runs business reviews, and works in the CRM. Build a network inside our clients • Build trusted relationships with client executives, from IT leaders to the C-suite. • Map each client's organization and widen our network beyond our first contacts. • Keep in touch with contacts who change companies, and turn those moves into new opportunities and referrals. Protect service quality • Work with Delivery and Technology to make sure we deliver with quality and sell what we can deliver well. • Step in early when a client is unhappy, and stay until the problem is fixed. • Run quarterly business reviews that show the value we delivered and agree on what comes next. Own the numbers • Own the portfolio's revenue forecast, and explain any gap before it becomes a surprise. • Track margin per project and account, and act when it slips. • Work with Finance on monthly forecasting, budget, and pricing decisions. What we're looking for • 5+ Years in a similar client services, account leadership, or client success leadership role at a technology company (IT services, software engineering services, or digital consulting). • A record of growing an existing client portfolio, with direct ownership of revenue targets. • Experience leading a team • Experience managing US enterprise clients from LATAM, with nearshore or global delivery teams. • Solid financial skills: revenue forecasting, project margin, P&L, pricing, and contract negotiation. • A genuinely social profile: you enjoy meeting people, building relationships, and keeping them over time. • Availabil