Director of Client Services

Greystar•Orlando, FL

About The Position

Executes the Company’s strategy related to new business development and client satisfaction by leading and coordinating activities, initiatives, and programs that promote the Company’s growth and ensure client satisfaction and retention.

Requirements

Bachelor's degree in Business, Real Estate, Marketing, or a related field, or equivalent experience.
5+ years of experience in business development, client services, asset management, operations, or a related multifamily real estate leadership role.
Demonstrated experience generating leads, developing new business opportunities, and managing a sales pipeline.
Proven ability to deliver presentations and communicate effectively with owners, investors, and executive stakeholders.
Experience managing multiple projects, opportunities, and priorities simultaneously in a fast-paced environment.
Strong organizational skills with the ability to manage complex workflows and competing demands.
Excellent written, verbal, and interpersonal communication skills.
Proven ability to build and maintain strong client relationships.

Nice To Haves

Previous multifamily business development, client services, or advisory experience.
Demonstrated success leading RFP responses, client pitches, and new business pursuits.
Experience negotiating property management agreements (PMAs).
Knowledge of multifamily operations, development, pre-development services, and consulting engagements.
Track record of successfully winning and retaining management business.
Experience partnering with legal teams, ownership groups, and executive stakeholders during contract negotiations.
Strong strategic thinking skills with the ability to evaluate opportunities and provide recommendations to clients.
Proven ability to influence stakeholders, build consensus, and navigate complex negotiations while maintaining positive business relationships.
Executive presence with the ability to represent the organization in high-profile client meetings and industry events.
Demonstrated ability to drive opportunities from initial lead through contract execution and implementation.

Responsibilities

Maintains and manages ongoing relationships with the Company’s existing clients ensuring on-going communication with client representatives, requesting and reviewing client feedback regarding the Company’s performance and service, addressing and resolving client complaints, concerns, issues, and requests, and responding quickly and with urgency to provide reports, updates, and other information of interest and need to clients.
Leads and coordinates initiatives, activities, and strategies for new business/market development by identifying potential clients, cultivating relationships, soliciting business, creating and presenting formal business proposals, and following up to consummate the business transaction.
Provides input into the establishing annual business goals and budgets for the client services group by projecting potential new clients and related management fees, and provides regular progress reports to track changes in projections, timing, and anticipated fees.
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 on actions 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.
Develops and distributes communication materials, brochures, promotional literature, and other collateral material to current and future clients to provide information about the Company, proactively announce future trends and direction, and promote the Company, 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.
Completes various human resources, financial, administrative, and other reports and analysis, and performs other duties as assigned or as necessary.

Benefits

Competitive Medical, Dental, Vision, and Disability & Life insurance benefits.
Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
Generous Paid Time off.
15 days of vacation, 4 personal days, 10 sick days, and 11 paid holidays.
Birthday off after 1 year of service!
Additional vacation accrued with tenure.
Onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
401(k) with Company Match up to 6% of pay after 6 months of service.
Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
Employee Assistance Program.
Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
Charitable giving program and benefits.