Vice President, Client Experience

Vialto Partners is a market leader in global mobility services. Our purpose is to ‘Connect the world’. We are unique and the only stand-alone global mobility business. This presents a rare opportunity for our clients, stakeholders and colleagues.

Our teams help companies streamline and effectively manage their global mobility programs in a cost-efficient and compliant manner. Our services focus on providing cross-border compliance and risk assessment for tax, immigration, business travel, rewards and compensation, and remote work. 

Working at Vialto Partners is about getting the chance to be part of a global and dynamic team. Globally, Vialto Partners has over 7,100 staff and continues to grow. You will work with clients from a range of industries and different geographical locations. We believe in connecting the world and supporting our colleagues to do the same in their careers by undertaking assignments and opportunities globally that broaden their skills and ultimately benefit our clients.  

Vialto is unstoppable when we work together in a culture of belonging, where everyone can thrive. We encourage employees to bring their true selves and share their unique talents and expertise to positively impact the communities we serve.

To learn more about what we do, tune in to our podcast On the Move to hear expert insights on issues affecting global mobility, and read about the latest news in the industry. You can also follow us on Linkedin and Instagram.  

Role Responsibilities:

Client strategy & experience design

• Define and implement a comprehensive client experience strategy aligned with business goals.

• Map and optimize the full client journey, identifying pain points and opportunities for differentiation.

• Establish standards for proactive client engagement, issue resolution, and feedback collection.

• Ensure the company stays abreast of industry trends and best practices in client experience management.

Leadership & cross-functional alignment

• Mobilize, lead, and mentor cross-functional teams to execute on initiatives and programs designed to enhance client satisfaction, retention, and loyalty.

• Collaborate with client-delivery teams, sales, product, marketing, and operations to ensure a unified client approach.

• Keep leadership and other key stakeholders across the company fully informed of our CX strategy, outcomes, and impact with a well thought-out internal communications program.

• Establish and/or augment existing CX KPIs, ensuring these are accurately tracked, maintained, and reported on regularly.

• Bring CX insights, trends, and opportunities for improvement to leadership, along with recommended strategies and tactics to address.

Client retention & growth

• Drive initiatives to improve Net Promoter Score (NPS), Client Satisfaction (CSAT), and Client Lifetime Value (CLV).

• Oversee escalation processes and ensure high-impact client concerns are addressed promptly and thoroughly.

• Partner with sales to support upsell, renewal, and expansion opportunities.

Voice of the client (VoC)

• Develop, lead, and coordinate a global client feedback/listening program.

• Serve as the executive champion for client feedback across the organization.

• Translate insights into actionable strategies for product, sales, marketing, and operations teams.

Client marketing

• Lead and oversee the delivery of the company’s global and/or regional client conferences.

• Collaborate with sales and client relationship partners to develop client case studies, testimonials, and references.

• Collaborate with executive leadership on Client Advisory Board meetings and activations.

• Work with portfolio and regional marketing leads to develop client programs and events that drive engagement and loyalty. 

Operational excellence

• Work cross-functionally and across geographies to establish and operationalize CX best practices.

• Implement systems and processes to scale client experience programs efficiently.

• Use client feedback and data to inform strategic decisions and continuous improvement.

• Help to define and deploy change management programs that deliver continuous improvement in CX outcomes.

• Work with the technology/digital teams to research and evaluate CX tools to help drive scalable and agile approaches to managing the CX program globally.

Qualifications:

• Bachelor's degree required; MBA or advanced degree preferred.

• 20+ years of experience in client experience, client success, or related roles, including at least 10 years in executive leadership.

• Proven success leading client-centric teams and scaling programs in B2B or high-growth environments.

• Strong analytical, strategic thinking, and change management skills.

• Exceptional communication and executive presence with the ability to influence across all levels of an organization.

• Experience working with CRM, CX, or CS tools (e.g., Salesforce, Gainsight, Zendesk, Qualtrics).

What success looks like:

• Increased client satisfaction and retention metrics.

• Improved cross-sell and upsell revenue.

• Streamlined client journey and support operations.

• Highly referenceable client roster.

• World-class client feedback program.

• Credible, accurate measurement and reporting of CX initiatives and outcomes.

Additional information

• Location: U.S.

• Compensation: $161,300-$250,000

• Employment Type: Full Time

• Work Arrangement: Hybrid/Remote

• Some in-region and international travel may be required. 

• We are an equal opportunity employer that does not discriminate based on legally protected status.

• Please note that AI is used in the application process.