Client Services Director, Corporate Housing

Dwellworks Brand•Cleveland, OH

4d•Hybrid

About The Position

As the Client Services Director, you will work closely with several individuals within Dwellworks to ensure all clients in your client list receive the appropriate level of attention. This can include training, consulting, and also client escalations as they come up. You will also communicate all necessary information to and from the client to appropriate parties.

Requirements

Bachelor’s degree is required – Business related field preferred
Ability to balance customer focus with needs of the business
Strong ability to multitask and prioritize
Ability to handle confidential information
Communication skills, specifically the ability to communicate effectively in a constructive and professional manner
Attention to detail and strong organization skills
Strong analytical, problem-solving and strategic thinking skills
Ability to self-motivate, work in teams in a dynamic environment

Nice To Haves

Minimum of 3 years of experience in relocation, travel, corporate housing or hospitality industry
Certified relocation professional or global mobility specialist

Responsibilities

Maintain Client Relationship (40%)
Visit client offices to maintain a relationship with client contacts including Supply Chain, Operations, and Account Management
Act as direct contact for client’s requests for market info, pricing, service delivery explanations, scope modifications, and new opportunities
Act as liaison between account management and operations to facilitate effective communication for consistent reciprocal understanding of needs and expectations
Partner with supply chain and operations team to ensure adequate supplier coverage, smart solutions and client-focused service support
Anticipate and identify business opportunities and challenges and help to create a profitable strategy that aligns with overall business direction
Maintain a consultative relationship with the regional account purchasers and influencers to ensure satisfaction, renewal and a continued growth path
Assist the Account Director in creation and presentation of annual reviews
Sales outreach to decision makers
Set initial cadence for outreach to current contacts at clients
Build base list in HubSpot (KPIs/targets to hit monthly)
Grow connections and personal presence on LinkedIn
Learn more about leveraging HubSpot
Work with marketing support to build automated campaigns in HubSpot
Receiving coaching activities from VP Sales / similar senior roles within the company
Issue Resolution, Reporting and Analysis (30%)
Act as a central point of contact for clients on escalations – involve all Dwellworks departments as required to resolve escalations
Prepare and provide monthly, quarterly, and annual reports as requested by the client and operations teams
Research and respond in a timely manner to requests for proposal, pricing and information
Monitor performance scores and escalations – report, analyze and trend defects
Communicate with Operations Team (20%)
Lead escalation action and response; assist operations with service recovery initiatives, informing Account Directors of escalating issues with overall account impact
Participate in problem solving with the operations teams to address the needs of the client
Act as an advocate for clients by teaming with operations in ensuring flawless execution of service delivery
Partner with operations as main contact on implementations of new client and communicate client nuances to other departments as needed (accounting, supply chain, etc.)
Work with the Account Directors on special client requests
Training (10%)
Partner with Account Directors, operations team, and internal supply chain to develop and deliver client trainings/workshops