VP, Global Client Services

We seek a seasoned, passionate, and highly motivated executive to lead our experienced and high-performing client services functions around the globe, reporting to the Chief Operating Officer.

This position will oversee the deployment of the full range of FreeWheel advertising technology products including our market-leading ad server, our supply and demand side programmatic monetization products and our agency workflow software to the largest media companies and agency holding companies on the planet.

The VP of Global Client Services will apply best practices relating to all functions and operations of the technical solutions organization including process, standard operating procedures, documentation, success metrics, and operational performance management developed from a broad and deep experience set of delivering segmented, scaled enterprise software technical solutions.

This VP will be responsible for our industry differentiating premium service model provided by our client solution engineers, partner solutions engineers, solutions architects, and 24x7x265 support team.  The entire team is based across the globe in New York, Chicago, London, Paris, Beijing, Chennai and more.

This VP will also lead the commercial services team delivering a unified advisory and managed services strategy focused on accelerating time-to-value, optimizing platform adoption, and delivering measurable outcomes for publishers, advertisers, and partners. The VP will ensure seamless service delivery across implementation, optimization, and ongoing operations—maximizing client ROI and long-term platform loyalty.

This is a highly visible (internally and externally) and critical leadership role working directly with all members of the Freewheel Executive Leadership Team. You will need to leverage a healthy balance of leadership, technical, and stakeholder skills in a very dynamic and fast paced environment. Key to your success will be collaborating closely with leaders across the entirety of Freewheel’s internal operation to include Product, Engineering and Global Commercial organizations to drive overall success for Freewheel’s Clients as the company continues to grow.

• Supporting our global enterprise and strategic customers: you will own and enhance the Client experience by identifying underlying challenges and proactively driving to rapidly resolve issues, increase client satisfaction, and deepen relationships.

• Lead, scale and drive a sustainable, high-performance, motivated Services Team that believe in and deliver enhanced service levels to all Clients and take a data driven approach to staffing capacity, prioritization, backlog, customer impact, etc.

• Continue to strengthen, improve and optimize Services organization, based on anticipating and consistently meeting customer needs and product changes and requirements.

• Own and enhance all service/business management offerings, in collaboration with Revenue and Product Teams, to deliver on new and renewing contracts, with a focus on service level commitments, pricing, and service policies.

• Drive operational efficiencies, documentation, tool, and process changes that improve the Services Teams experience, making it easier for Solutions Engineers, Product and Engineering to identify and resolve customer issues, and lower support costs.

• Serve as the executive management point for key account escalations and incidents as well as co-ordinate awareness of Service Impacts to the Executive Leadership Team, ensuring that the cross-organizational engagement required to stabilize specific account escalations and/or responses to system incidents are addressed.

• Drive improvements in Freewheel’s products, services, and overall customer experience by providing actionable data and insight on customer behaviour and satisfaction levels by establishing and maintaining a shared vision of success with Revenue, Product, and Engineering peers.

• Partner with Sales by assisting in prospect and pre-sales discussions and presentations about Freewheels Services offerings and best-practices.

• 12+ years of experience in managing, coaching, and growing Technical Service leaders, managers and individual contributors ideally across multiple functional areas within services org

• Experience leading and scaling globally dispersed customer-facing services teams across a complex product portfolio in a fast-paced technically focused environment, preferably in a Video/Ad Tech area.

• Demonstrable experience developing and managing a commercial services strategy and delivery model in partnership with the Commercial account teams, including an understanding of the relevant market for the services and building long-term client relationship, articulation of value proposition and service differentiation, revenue model, creation playbooks and workflows to enable scaling, and definition of metrics for measuring service effectiveness.

• Strong, broad knowledge across all aspects of Technical Services practices, processes and technology. The role demands the following core skills and competencies including leadership, customer relations, performance management, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.

• Be passionate about making customers successful and having your team help set the benchmark for Client engagement and delivery of appropriate solutions to their business challenges

• Driven to improve your team’s performance every day, and commitment to listening and actioning “Employee Net Promoter Scores”, way of working that brings more employee and customer feedback into the company.

• Demonstrable experience of working closely with peer Product, Commercial and Engineering organizations and leaders to ensure cross-team collaboration is effective.

• You have outstanding communication and presentation skills, including effectively influencing with business, executive, and technical teams.

• Care deeply about culture and values and can be a steward for transparency, collaboration, inclusiveness, accountability, and experimentation.

• As an individual you should maintain and demonstrate a perpetual desire for continuous learning and improvement for both yourself and your group.

• Ability to instantaneously balance tactical and strategic focus.