Global Customer Experience Consultant

Altair Global•Walnut Creek, CA

About The Position

The Global Customer Experience Consultant is responsible for ensuring a positive relocation experience for the customer by managing the day-to-day administration of assigned client global mobility programs, which include, but are not limited to, coordination, approval and management of service deliverables, overall communication between and with the customer, client partners, Altair Team Members, and supplier partners, management of benefit and service expenses, and file & data management. ESSENTIAL JOB FUNCTIONS: Provide a positive relocation experience for each customer. Learn and understand assigned clients’ global mobility programs including all policies, processes, and practices. Serve as the main point of contact for the customer for the duration of the assignment. Communicate the relocation timeline, providing a comprehensive explanation of the relocation processes and policies to the customer. Knowledge of Altair supplier partners; serve as primary point of coordination between appropriate supplier partners and customer. Manage all data pertinent to each customer’s file, document all relocation activities, dates, and communications in the appropriate Altair technology system. Understand and manage expenses connected to relocation deliverables, maximizing the full intent of the benefit. Direct day-to-day activities for assigned Associate, as appropriate. Mediate between supplier partners to ensure move benefit milestones are accomplished as directed and scheduled. Optimize the customer experience by utilizing X-checks/surveys and feedback provided. Coordinate with the Financial Specialists to ensure correct, timely, and accurate payment of expenses.

Requirements

Bachelor’s degree or equivalent combination of experience, skills, training, and education required.
Minimum two years of relocation experience preferred, but not required ; with preference for international mobility experience
Good knowledge and understanding of global mobility and assignment management
Ability to confidently communicate at multiple levels across the Company and across cultures, with customers, clients, and supplier partners
Adept at interpreting, applying, and communicating policies and processes
Excellent negotiating skills
Strong project management skills: ability to manage complex tasks simultaneously
Calm under pressure; well-developed conflict management and consensus building skills
Working knowledge of various software applications and tools including but not limited to Microsoft Office Products, (Word, Excel, PowerPoint)

Nice To Haves

GMS certification preferred
Second language fluency preferred
Compensation experience i.e., payroll, balance sheets etc. preferred
Experience/interest in customer experience within demanding industries such as real estate, hospitality and high-end retail are of particular interest.

Responsibilities

Provide a positive relocation experience for each customer.
Learn and understand assigned clients’ global mobility programs including all policies, processes, and practices.
Serve as the main point of contact for the customer for the duration of the assignment.
Communicate the relocation timeline, providing a comprehensive explanation of the relocation processes and policies to the customer.
Knowledge of Altair supplier partners; serve as primary point of coordination between appropriate supplier partners and customer.
Manage all data pertinent to each customer’s file, document all relocation activities, dates, and communications in the appropriate Altair technology system.
Understand and manage expenses connected to relocation deliverables, maximizing the full intent of the benefit.
Direct day-to-day activities for assigned Associate, as appropriate.
Mediate between supplier partners to ensure move benefit milestones are accomplished as directed and scheduled.
Optimize the customer experience by utilizing X-checks/surveys and feedback provided.
Coordinate with the Financial Specialists to ensure correct, timely, and accurate payment of expenses.