VP, Account Operations

Building a Brand Starts with a Story

FIRST is a leading global brand experience agency serving clients in various industries, including financial services, technology, new & traditional media, aerospace, healthcare, and professional services. FIRST has received numerous accolades, including being listed among the 2025 Most Innovative Marketing Agencies of the Year by Chief Marketer, named Top Agency of the Year 2024 by Event Marketer, highlighted as a Global Agency of the Year, over 100 Employees by C&IT, and listed among the "200 Top Marketing Agencies" in 2024, 2023, & 2022 by Chief Marketer.

Learn more at www.firstagency.com

Location: Remote US

What You Would Get To Do:

The VP, Account Operations will serve as the operational lead for a portfolio of strategically important client partnerships, partnering with Client Services, Global Operations, and cross‑functional teams to ensure exceptional service delivery, financial health, and proactive relationship management. This role combines deep client-facing engagement with rigorous operational oversight, playing a critical part in driving client satisfaction, revenue growth, and continuous delivery improvement.

Your Contributions 

Client Relationship Management

• Maintain and continuously update comprehensive client account plans to ensure alignment between operational activities and client strategic objectives.
• Lead recurring client meetings: prepare agendas, facilitate discussions, capture and distribute meeting notes, and escalate insights or action items to senior leadership as appropriate.
• Serve as the primary operational point of contact for the client in conjunction with a dedicated Account Director(s).
• Coordinate and manage client compliance and audit requests, partnering with Legal, Finance, Operations, and other stakeholders to deliver timely, accurate responses and documentation.
• Proactively manage client escalations, balancing client expectations with internal capacity and risk considerations.
• Support the client engagement strategy in collaboration with Client Services and Marketing, ensuring seamless execution of campaigns, communications, and initiatives.
• Demonstrate commercial awareness—identify and pursue upsell or cross‑sell opportunities within existing accounts to deepen our service and drive growth.
• Partner with the internal FIRST account team and Global Operations Leadership to identify opportunities for account expansion, delivery optimization, and process reengineering.

Financial & Budget Management

• Accountable to Client Services for revenue and net profitability targets for each account—ensure resourcing and cost approvals support target attainment.
• Conduct quality control reviews of client budgets to ensure accuracy, margin integrity, and adherence to contractual terms.
• Submit finalized budgets in line with internal deadlines and oversee revisions as client needs evolve.
• Lead monthly billing meetings in partnership with Finance and Global Operations to review invoicing status, analyze budget variances, and implement corrective actions as needed.
• Oversee headcount forecasting and sales pipeline accuracy in collaboration with Commercial Operations, ensuring resource planning aligns with revenue projections.
• Maintain up-to-date client financial data, budgets, and forecasts in Salesforce, ensuring real-time visibility and actionable insights for executives and finance teams.
• Evaluate staffing and capacity needs in line with client objectives and FIRST’s financial parameters.

Proposal, Contract & Reporting Management

• Lead the end-to-end RFP and contract renewal process: coordinate content development, facilitate reviews with subject matter experts and delivery teams, and ensure timely, compliant submission.
• Create and manage Statements of Work (SOWs), collaborating with Global Operations to validate scope, deliverables, and pricing structures.
• Oversee contract administration and client contracting requests, working closely with Legal and Procurement to finalize agreements.
• Prepare and deliver Quarterly Business Review (QBR) materials in partnership with Delivery leadership, highlighting KPIs, performance trends, and strategic recommendations.
• Leverage Client Services and Marketing support to incorporate industry trends and competitive insights into client reporting.
• Partner with the Data & Analytics team to develop and maintain dashboards and operational reports that ensure data accuracy and provide actionable insights for internal and client stakeholders.

Team & Operational Leadership

• Assume a leadership role within FIRST Global Operations, overseeing 2–6 managers or team leads dedicated to these accounts or supporting the broader Global Operations team.
• Responsible for the  resourcing approach across accounts and overall team structure, ensuring the right skills, capacity, and approvals are in place.
• Mentor and develop direct reports—fostering high performance, employee well-being, engagement, and long-term retention.
• Establish and maintain succession plans for key account roles and operational positions.
• Ensure the team meets SLAs, tracks KPIs, and achieves event‑performance objectives; promote efficiencies through process optimization and automation.
• Act as a role model: demonstrate FIRST’s core values, lead by example, and foster a culture of smart working and continuous improvement.

• Provide thought leadership and strategic vision to position FIRST as an industry frontrunner, representing the company at key industry and business events.
• Work strategically with the account team and Embedded business leadership to identify opportunities for expansion, improvement, and reengineering in resourcing, delivery models, and approach.
• Partner with Global Operations leadership to align on enterprise-wide initiatives, share best practices, and contribute to the overall strategic direction of the function.

What We Are Looking For 

Please be aware that we know experience does not always look like we describe it. If you believe you would be an excellent fit for this role, please apply - we would love to see how you could fit at FIRST. 

• 15+ years’ event management experience, preferably in the financial services industry or a corporate environment
• 8+ years’ of people management experience, including a proven track record of managing and training teams
• Bachelor’s Degree preferred
• Significant experience delivering a broad range of in-person and virtual events, including C-level executive programs, conferences, meetings, and high-touch experiences.
• Extensive experience collaborating with and managing senior-level clients, with strong client management skills to lead through influence, build trust, and drive positive outcomes.
• Demonstrated leadership with a strong presence, proven ability to motivate teams, foster collaboration, influence stakeholders, and model company values.
• Advanced project management expertise, with the ability to oversee multiple, complex projects simultaneously.
• Strong written and verbal communication skills, effective across all stakeholder levels.
• High proficiency in Microsoft Office, particularly Excel, with the ability to analyze and present data effectively.
• Skilled in venue sourcing with knowledge of contracting, negotiation, and commission collection (preferred).
• Proficient in event and registration technology, particularly Cvent, and experienced with virtual platforms such as Zoom (preferred).
• In-depth industry knowledge of suppliers, venues, services, and best practices.
• Proactive and solutions-oriented, able to develop best practices and independently drive new initiatives.
• Highly client-focused, adaptable, and innovative, with the ability to tailor communication and delivery styles, work independently, and respond effectively to direction and feedback.

At FIRST, we believe that our success is driven by the passion, creativity, and commitment of our teams. That's why we offer a range of benefits and perks to support your personal and professional growth:

• Medical, Dental & Vision which includes the option of a high deductible health plan (HDHP) with a health savings account (HSA)
• 401 (k) 
• Five Flexible Spending Accounts Options
• Generous Paid Time Off Allowance
• Employee Assistance Program (EAP)
• Life, Disability & Pet Coverages
• Wellness Stipend
• Mobile Phone Allowance
• Complimentary access to Headspace, Teladoc, Maven, Rocket Lawyer, Mobilo & more
• Aura Identity Theft Protection
• Discretionary Bonus Structure
• Global Opportunities: With a presence in 7 countries worldwide, including headquarters in London, New York, and Singapore, you may have the opportunity to work on exciting projects across different locations.

United States Residents: The base pay for this position ranges from $170,000 - $210,000. This role is also eligible for an annual discretionary bonus.

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