Senior Client Service Manager

Aires • Pittsburgh, PA

389d • Hybrid

About The Position

The Senior Client Service Manager at Aires is responsible for managing high-value client relationships and ensuring exceptional service delivery in a dynamic and high-growth environment. This role involves collaborating with internal teams to enhance customer experiences, providing strategic guidance to clients, and driving the implementation of client-specific projects. The position requires a strong focus on client retention and satisfaction, leveraging Aires' technology and services to meet client mobility objectives.

Requirements

• High School Diploma/GED required; Associate's or Bachelor's degree preferred.
• 5-10 years of relocation industry experience, with a focus on client retention and/or handling real estate.
• 4-5 years of client management experience, preferably in the relocation industry.
• Certified Relocation Professional (CRP) or Global Mobility Specialist (GMS) certifications are strongly preferred.
• Exemplary interpersonal skills, including the ability to deliver presentations and respond to ad-hoc questions.
• Willingness to travel for client visits 25%-30% of the time, including overnight stays.

Nice To Haves

• High sense of urgency
• Excellent organizational and project management skills
• Excellent customer service and administrative skills
• Ability to build strong relationships with various personality styles
• Computer proficiency with MS Office products and proprietary software
• Ability to follow policies and procedures
• Can-do attitude
• Genuine desire to help others
• Team-oriented mindset with a strong sense of care and urgency
• Desire to embrace core values: Client Focus, Results, Responsibility & Accountability, Collaboration, and Innovation.

Responsibilities

• Manage the client relationship and service experience for high-volume, high-profitability clients with complex programs.
• Act as a communication leader within the team and across departments to achieve collaboration and deliver results.
• Drive internal teams to ensure the delivery of world-class customer service.
• Utilize product knowledge and problem-solving skills to enhance customer engagements and achieve successful outcomes.
• Provide training to new and existing team members on client-specific policies and processes.
• Provide strategic guidance to help clients achieve their mobility objectives by leveraging Aires' technology, products, and services.
• Proactively monitor client programs, project outcomes, and overall satisfaction.
• Leverage inside sales opportunities to help clients identify available products and services that could enhance mobility programs.
• Lead implementation and client transition processes for low to moderate volume clients.
• Deliver customer feedback as the voice of the customer to internal teams, identifying customer needs, ideas, and challenges.
• Drive the implementation and execution of strategic projects related to client service delivery.
• Drive business and strategy review processes.
• Apply retention and recovery strategies to retain longstanding client relationships.

Benefits

• Comprehensive benefits package including a 401K match
• Remote/Hybrid work environment based on candidate location
• Career growth and development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Truck Transportation
• Education Level: High school or GED