The purpose of this position is to serve on high profile or large revenue accounts as the day to day primary point of contact between the Corporate client and CBRE | FacilitySource to ensure client's business needs are met and performance expectations are exceeded. This person will work to build client confidence, strength relationships and expand the business. The Senior Client Success Manager will also serve as the liaison between the various business functions to ensure accurate and timely execution of key client dependencies such as Quote Approvals, Invoice Approvals, SOPs, business requirements and implementations.
TRAVEL REQUIREMENTS: 25-30%
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide oversight of their account relationship(s) (strategic and tactical) and work with senior and executive level client contacts.
Help Director, Client Success with special projects that involve strategic alignment of Client Success with client outcomes
As needed, provide assistance and support with overall company client satisfaction initiatives (NPS plan execution)
Responsible for overall satisfaction of their client(s)
Monitor SLA performance and align with Service Operations to ensure client service levels are met/exceeded
Prioritize open issues/tasks working closely with cross-functional teams
Communicate with client(s) on a regular basis to build and maintain a first-class relationship
Facilitate regular internal meetings with Support/Service Delivery team to discuss open issues, system updates, best practices, etc.
Develop and manage client scoreboards and governance reporting, driving CBRE | FacilitySource's brand and benefits to multiple users within the client.
Manage and solve for any systemic client escalations and work with the various business units to ensure issue resolution.
Assist clients to help develop their short and long-term strategies, while ensuring alignment with internal colleagues
Identify new CBRE | FacilitySource Products that fit the client's needs and make recommendations for process and spend optimization
Professionally present solutions to the client and show a constant sense of urgency around driving outcomes.
Assist the Solution team and Project Managers of Client Enablement with upcoming implementations
Understand and become comfortable will all of CBRE offerings across each business unit.
Oversee the management of direct reports.
Develop and maintain client requirements, and train internal/external users on system and process optimization.
Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES Provides formal supervision to individual employees within single functional or operational area. Recommends staff recruitment, selection, promotion, advancement, corrective action and termination. Plans and monitors appropriate staffing levels and utilization of labor, including overtime. Prepares and delivers performance appraisal for staff. Mentors and coaches team members to further develop competencies. Leads by example and models behaviors that are consistent with the company's values.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE Bachelor's degree in Business or related field required preferred. Minimum 5-7 years in a sales, marketing, account management, or hospitality fields preferred. P&L management experience preferred. Industry expertise preferred.
CERTIFICATES and/or LICENSES None.
COMMUNICATION SKILLS Excellent written and verbal communication skills. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to effectively present information.
FINANCIAL KNOWLEDGE Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
REASONING ABILITY Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
OTHER SKILLS and/or ABILITIES
* Strong client relationship acumen and proven experience in client management
* Experience being a single-point-of contact for large clients in dynamic service settings
* Demonstrates a sense of urgency and focuses on driving world-class outcomes
* Demonstrates an ability to professionally present to Senior Executives
* Aligns and partners with internal colleagues
* Financial reporting and management
* Demonstrates professional verbal and written communication skills
* Knowledge of customer service principles and practices
* Proficiency with MS Office (PowerPoint, Outlook, Excel, and Word) required, along with an ability to learn various FM specific systems
* Previous experience supervising employees
SCOPE OF RESPONSIBILITY
Decisions made with understanding of procedures and company policies to achieve set results and deadlines. Responsible for setting own project deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.
Internal Number: 19042020
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.