Description
POSITION SUMMARY:
The purpose of this position is to serve 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 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.
DUTIES & RESPONSIBILITIES:
Provide oversight of their account relationship(s) (strategic and tactical)
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
Identify project opportunities within the client portfolio to bring the CBRE | FacilitySource projects team.
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 where applicable
Develop and maintain client requirements, and train internal/external users on system and process optimization.
Performs other duties as assigned.
SKILLS & QUALIFICATIONS:
Knowledge, Skills & Abilities:
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.
Requires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.
Ability to comprehend, analyze, and interpret documents. Ability to solve problems involving several options in situations. Requires intermediate analytical and quantitative skills.
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
SUPERVISORY EXPERIENCE:
Provides formal supervision to individual employees within single functional or operational area. Approves subordinate's recommendations for staff recruitment, selection, promotion, advancement, corrective action and termination. Effectively recommends same for direct reports to next level management for review and approval. 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.
EDUCATION & EXPERIENCE:
Bachelor's degree in Business or related field required. Minimum 3-5+ years in a sales, marketing, account management, or hospitality fields preferred. P&L management experience preferred. Industry expertise preferred.
Equal Opportunity and Affirmative Action Employer Women/Minorities/Persons with Disabilities/US Veterans
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