Status: Full-time, exempt, remote
Reports to: Chief Executive Officer
About PRR
Established in 1981, PRR is a mission-driven agency dedicated to creating real and lasting change in the world. A certified women-owned business, PRR brings multi-disciplinary expertise in communications and outreach for the environment, healthcare, and transportation industries, prioritizing diversity, equity, and inclusion in all work the agency does. To learn more about PRR, visit prrbiz.com.
Position Overview
PRR is seeking a Chief Client Officer (CCO) to join its executive leadership team and help shape the agency's next chapter. The CCO is an executive leader responsible for the end-to-end client lifecycle, overseeing strategy and execution for client experience, retention, and account growth across all public-sector practice areas. Distinct from delivery and account management roles, the CCO ensures that client-centricity drives measurable business value and informs the agency’s broader strategic direction.
Key Responsibilities
Strategic Client Leadership
- Build and empower a results-driven client leadership team, with performance standards tied to retention, satisfaction, and growth.
- Serve as executive sponsor for strategic accounts, collaborating with Division VPs to shape long-term partnerships.
- Use client insights and feedback to inform agency-wide strategy.
Revenue Impact & Account Growth
- Drive organic revenue growth through service expansion, upsell, and cross-sell, ultimately responsible for 60-80% of revenue portfolio.
- Establish clear KPIs tied to retention, satisfaction, and profitability, including driving PRR’s target revenue goals and profit margin - increasing company revenue fee by 10% year over year, and achieving and maintaining a minimum net profit of 10% on all projects.
- Drive utilization on team to meet and exceed company and team member goals.
- Collaborate with C-suite leaders to reduce overhead rate for the agency based on set goals.
- Collaborate with the CGO, Division VPs, BD leaders, CFOO and CEO to ensure account growth aligns with firm-wide goals, including securing set goals for new private business and mega programs.
Client Retention & Experience Excellence
- Partner with each Division VP to oversee the full client lifecycle, from acquisition through renewal, ensuring growth and satisfaction on all clients.
- Maintain a 90% client retention rate.
- Lead firm-wide client experience strategy, embedding client-first principles across divisions.
- Standardize high-impact client touchpoints to ensure consistency, responsiveness, and value.
- Implement feedback loops and data analysis to proactively reduce churn and improve loyalty.
Data-Informed Decision Making
- Use real-time analytics and client insights to drive decisions and service improvements.
- Link team performance directly to metrics like NPS, CLV, and renewal rates.
Cross-Functional Executive Collaboration
- Partner with Division VPs, CFOO, CGO, and other leaders to embed client strategy into operations, including pricing, account retention and company growth strategies.
- Facilitate collaboration to ensure service delivery aligns with strategic account goals.
Team Leadership & Development
- Lead a lean but high-impact client services and account strategy team (8-10 direct reports).
- Drive a culture of excellence, ownership, and continuous improvement across the client-facing organization.
Key Performance Indicators (KPIs)
- Net Promoter Score (NPS)
- Client retention rate and average tenure
- Customer lifetime value (CLV)
- Revenue growth from existing accounts
- Strategic account renewal and expansion rates
- Client feedback implementation rat
What We Are Looking For
- 15+ years in client services, consulting, or account leadership required.
- Experience in public-sector or regulated industries preferred.
- Executive presence with cross-functional influence.
- Data fluency and client relationship excellence.
- Bachelor's degree required; advanced degree a plus.
- Demonstrated understanding of and commitment to equity-centered leadership and inclusive client engagement.
- Client-centric, strategic, and trusted at the executive level.
- Skilled at building aligned, high-performing teams that deliver measurable outcomes.
- Influential across internal and external stakeholders.
- Data-driven, with an unwavering focus on client success and business value.
Compensation, Benefits, & Perks
This role offers a salary range between $250,000-$275,000yr DOE. Primarily remote, with occasional travel to offices and client sites as needed Benefits offered: Medical, Dental and Vision insurance, 15 PTO days, paid sick days per state guidelines, 12 paid Holidays, 401k + match, ESOP, cell phone and home office stipend, and more!
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee may be expected to work extended hours; including, but not limited to, standing or sitting for extended periods. The employee is regularly required to talk or hear. The employee will regularly operate office equipment.
Equal Employment Opportunity and Non-Discrimination
PRR is committed to equal opportunity for all employees and applicants. PRR does not discriminate with regards to hiring, assignment, promotion or other conditions of staff employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender, gender identity, veteran status, disability, genetic information or any other status protected under local, state or federal law.
In accordance with the Americans with Disabilities Act, upon request, reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of our positions.
Frequently cited statistics show that women, trans, and non-binary people as well as other structurally marginalized groups apply to jobs only if they meet 100% of the qualifications. We encourage you to break that statistic and to apply. No one ever meets 100% of the qualifications. We look forward to your application.