Director, Client Partner Experience

Altair Global•Walnut Creek, CA

5d•Hybrid

About The Position

The Director, Client Partner Experience has primary accountability for an assigned portfolio of client accounts, including service delivery, client satisfaction and retention, revenue generation and profitability. This role serves as a key people leader with responsibility for contributing to building and supporting a culture of inclusion and high team member engagement.

Requirements

Bachelor’s degree in marketing, Business Administration, Real Estate, or related field required.
7-10 years’ progressive growth in the relocation industry and a minimum of two years account management experience in a relocation management company.
Broad knowledge of relocation industry and deep knowledge of the Company’s service offerings and client relationship management processes.
Ability to build client trust through relationship management.
Ability to resolve high stress client issues and understand related operations processes and procedures.
Ability to juggle multiple tasks, including interpreting policies, resolving client issues, and making sound business decisions with the big picture in mind.
Ability to solve practical problems and deal with a variety of variables even in situations where only limited standardization may exist.
Ability to read and analyze reports (e.g., financial, quality, annual) and ability to communicate client reporting needs effectively to Altair reporting department.
Ability to assign and delegate work, problem solve, answer questions, and evaluate results of performance.
Ability to communicate verbally and in writing to supervisors, prospects, clients, employees, and coworkers.
Ability to travel independently to client, Company, or other meeting sites to conduct or attend meetings.
May require 30% or more-time travel, or as dictated by client need.

Responsibilities

Conduct regular visits to clients in assigned portfolio, including annual account reviews.
Ensure direct resolution of client issues and involve other team members as appropriate.
Develop strategic client retention initiatives.
Develop opportunities for new services and need you to start completing on assigned portfolio.
Partner with global customer experience team(s) to ensure service excellence.
May participate in the acquisition of new clients including acting as a subject matter expert for the RFI/RFQ process, assisting in planning for and participating in presentations, and referring new business opportunities as appropriate.
Consult on policy updates/revisions as appropriate.
Review internal and external client reports for accuracy and follow up on revisions as needed.
May assist with group move planning, preparation, consultation, and execution.
Ensure appropriate maintenance of client database with detailed accounting of contact information.
Work collaboratively within a cross-functional team environment to utilize appropriate resources and resolve client issues effectively.
Participate in new client implementations as appropriate.