Director of Client Services

NATIONAL COMMUNITY RENAISSANCE•Rancho Cucamonga, CA

2d•Onsite

About The Position

The Director of Client Services reports directly to the Senior Vice President of Property Management and serves as a key advisor, providing strategic guidance, project management, and professional support on critical company initiatives and objectives. This role involves managing high-level administrative functions and overseeing a broad range of activities and projects as directed by the SVP, ensuring alignment with organizational goals and priorities. The Director of Client Services serves as the business lead for the third-party property management line of business (Client Services) within the Property Management Department under the direct supervision of the SVP of Property Management. This role leads and coordinates initiatives, activities, and strategies for new business and market development by identifying potential clients, initiating and cultivating relationships, soliciting business, creating and presenting formal business proposals and pitches, and following up to consummate the business transaction. The Director also maintains and manages ongoing relationships with the Company’s existing clients by ensuring on-going client communication, soliciting client satisfaction feedback, addressing and resolving client complaints, concerns, and issues, and responding quickly and with urgency to client requests for information, updates, and reports. Additionally, the role oversees and manages the due diligence process for all property acquisitions, dispositions, or operational changes, ensuring all aspects of the transaction are thoroughly examined, and leads all interdepartmental conference calls when discussing 3rd party management and due diligence. The Director provides input into the annual business planning and budgeting process related to Client Services by establishing financial and client satisfaction goals, proposing and cost-justifying programs and investments that drive client satisfaction and growth, and developing tactical plans for achieving annual targets. The role executes the Company’s new business development strategy by monitoring and analyzing market information and trends for opportunities and potential threats, preparing detailed reports for senior management, and making recommendations for securing the Company’s business relationship with clients and/or the Company’s market position. It establishes internal communication networks and client relationship management systems to promote the exchange of information among team members related to client activities, decisions, and issues, and ensures effective management of the client communication process. The Director assists in developing promotional communication materials, brochures, new business pitches, and other collateral material, participates in preparing proposals and responses to RFPs for current and future clients, and promotes the Company by making compelling presentations about its offerings, services and benefits. The role coordinates, implements, and finalizes due diligence assignments, and acts as liaison with brokers for new fee management business opportunities. It improves client service and customer satisfaction by gathering client feedback through surveys and other tools, reviewing input and survey results, identifying themes and issues, and proposing and implementing innovative and cost-effective solutions. Regular or routine travel may be required to investigate new business opportunities, learn new markets, attend training programs, business meetings, client presentations, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position. Other duties as requested.

Requirements

Demonstrated proficiency in written and oral communication skills in order to read, write, and communicate with impact and persuasively.
Strong negotiation skills conveying information clearly and navigating conflict through resolution.
Demonstrates empathy, critical thinking, relatability, and active listening.
Proven track record of leading successful business pitches.
Demonstrated sales skills to include research, prospecting, value delivery, objection handling, and closing the sale.
Demonstrated proficiency in underwriting models, word processing, spreadsheets, and database management programs in order to develop and/or complete required reports, manage communication, create and edit impactful presentations, proposals, and other collateral materials.
Demonstrated management and supervisory skills sufficient to lead, direct, evaluate, and mentor subordinate and peer employee staff.
Demonstrated financial acumen, elevated mathematical skills, underwriting skills (stabilized and lease-up), and reading and interpreting financial statements in order to complete financial records, budgets, underwriting, and other fiscal reporting information.
Demonstrated ability to gather and analyze market information in order to identify trends, anticipate the impact on the Company’s current portfolio and new business development strategies, and formulate appropriate action plans.
College degree in business, marketing, advertising, real estate, or related degree and/or equivalent experience in real estate, marketing, client relationships, or sales.
Work harmoniously with and motivate staff, consultants and city staff.
Work effectively with consultants and staff on various initiatives.
Write clearly and directly.
Manage the demands of the SVP of Property Management, other staff members, and owners.
Be a team player.
Be computer literate with Microsoft Office Suite including Word, Excel, Outlook and PowerPoint.
A minimum of 3-5 years of experience in a similar role.
Operate computer and office equipment.
Driving as required for business purposes.
Work is primarily sedentary in nature.

Nice To Haves

Experience in public relations, government affairs and social media platforms.
Working with cities, counties and other civic agencies in construction/rehabilitation projects.

Responsibilities

Serves as the business lead for the third-party property management line of business (Client Services) within the Property Management Department.
Leads and coordinates initiatives, activities, and strategies for new business and market development by identifying potential clients, initiating and cultivating relationships, soliciting business, creating and presenting formal business proposals and pitches, and following up to consummate the business transaction.
Maintains and manages ongoing relationships with the Company’s existing clients by ensuring on-going client communication, soliciting client satisfaction feedback, addressing and resolving client complaints, concerns, and issues, and responding quickly and with urgency to client requests for information, updates, and reports.
Oversee and manage the due diligence process for all property acquisitions, dispositions, or operational changes, ensuring all aspects of the transaction are thoroughly examined.
Lead all interdepartmental conference calls when discussing 3rd party management and due diligence.
Provides input into the annual business planning and budgeting process related to Client Services by establishing financial and client satisfaction goals, proposing and cost-justifying programs and investments that drive client satisfaction and growth, and developing tactical plans for achieving annual targets.
Executes the Company’s new business development strategy by monitoring and analyzing market information and trends for opportunities and potential threats, preparing detailed reports for senior management, and making recommendations for securing the Company’s business relationship with clients and/or the Company’s market position.
Establishes internal communication networks and client relationship management systems to promote the exchange of information among team members related to client activities, decisions, and issues, and ensure effective management of the client communication process.
Assists in developing promotional communication materials, brochures, new business pitches, and other collateral material, participates in preparing proposals and responses to RFPs for current and future clients, and promotes the Company by making compelling presentations about its offerings, services and benefits.
Coordinates, implements, and finalizes due diligence assignments, and acts as liaison with brokers for new fee management business opportunities.
Improves client service and customer satisfaction by gathering client feedback through surveys and other tools, reviewing input and survey results, identifying themes and issues, and proposing and implementing innovative and cost-effective solutions.
Other duties as requested