Client Services Director, Corporate Housing

 

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OUR POSITION IN A NUTSHELL

As the Client Services Director, you will work closely with several individuals within Dwellworks to ensure all clients in your client list receive the appropriate level of attention. This can include training, consulting, and also client escalations as they come up. You will also communicate all necessary information to and from the client to appropriate parties.

YOUR FOOTPRINT AT DWELLWORKS

The Client Services Director is responsible for assisting in the management of existing client accounts as they relate to Corporate Housing in the region. You are responsible for maintaining a consultative relationship with contacts in your client list who focus on Corporate Housing or other businesses as assigned. You will work closely with the operations team to communicate service delivery expectations to and from the clients. The Client Services Director will also support the Dwellworks Account Directors, as applicable, to drive positivity for the greater Dwellworks relationship.

WHAT YOU WILL ACCOMPLISH

Maintain Client Relationship (40%)

  • Visit client offices to maintain a relationship with client contacts including Supply Chain, Operations, and Account Management
  • Act as direct contact for client’s requests for market info, pricing, service delivery explanations, scope modifications, and new opportunities
  • Act as liaison between account management and operations to facilitate effective communication for consistent reciprocal understanding of needs and expectations
  • Partner with supply chain and operations team to ensure adequate supplier coverage, smart solutions and client-focused service support
  • Anticipate and identify business opportunities and challenges and help to create a profitable strategy that aligns with overall business direction
  • Maintain a consultative relationship with the regional account purchasers and influencers to ensure satisfaction, renewal and a continued growth path
  • Assist the Account Director in creation and presentation of annual reviews
  • Sales outreach to decision makers
    • Set initial cadence for outreach to current contacts at clients
    • Build base list in HubSpot (KPIs/targets to hit monthly)
    • Grow connections and personal presence on LinkedIn
    • Learn more about leveraging HubSpot
    • Work with marketing support to build automated campaigns in HubSpot
    • Receiving coaching activities from VP Sales / similar senior roles within the company

Issue Resolution, Reporting and Analysis (30%)

  • Act as a central point of contact for clients on escalations – involve all Dwellworks departments as required to resolve escalations
  • Prepare and provide monthly, quarterly, and annual reports as requested by the client and operations teams
  • Research and respond in a timely manner to requests for proposal, pricing and information
  • Monitor performance scores and escalations – report, analyze and trend defects

Communicate with Operations Team (20%)

  • Lead escalation action and response; assist operations with service recovery initiatives, informing Account Directors of escalating issues with overall account impact
  • Participate in problem solving with the operations teams to address the needs of the client
  • Act as an advocate for clients by teaming with operations in ensuring flawless execution of service delivery
  • Partner with operations as main contact on implementations of new client and communicate client nuances to other departments as needed (accounting, supply chain, etc.)
  • Work with the Account Directors on special client requests

Training (10%)

  • Partner with Account Directors, operations team, and internal supply chain to develop and deliver client trainings/workshops

WHAT WE'RE LOOKING FOR

Your Education (Required)

  • Bachelor’s degree is required – Business related field preferred

Your Experience (Preferred)

  • Minimum of 3 years of experience in relocation, travel, corporate housing or hospitality industry, certified relocation professional or global mobility specialist
  • Your Additional Skills and Abilities
  • Ability to balance customer focus with needs of the business
  • Strong ability to multitask and prioritize
  • Ability to handle confidential information
  • Communication skills, specifically the ability to communicate effectively in a constructive and professional manner
  • Attention to detail and strong organization skills
  • Strong analytical, problem-solving and strategic thinking skills
  • Ability to self-motivate, work in teams in a dynamic environment
  • Position requires moderate travel

WHO WE ARE

Our Team

The Dwellworks experience is driven with passion, hard work and integrity. We search for the team players, the go-getters, and the innovators who are hungry to learn. Best of all, we promote a relaxed, well-rounded environment where associates can explore and engage in extensive opportunities such

as our associate led committees (wellness, green, philanthropy, and fun). Here at Dwellworks, we want you to succeed, we want you to grow, and we want you to thrive!

Dwellworks is an Equal Opportunity Employer.