Sr Client Success Manager

Sr Client Success ManagerColumbus, Ohio, United StatesNew1 additional locationPhoenix, Arizona, United StatesFacilities Management/Engineering/MaintenanceRequisition # 20001727Post Date 9 hours agoJOB SUMMARYThe 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. Columbus and Phoenix location preferred, but will consider remote.TRAVEL REQUIREMENTS: 25-30%ESSENTIAL DUTIES AND RESPONSIBILITIESProvide 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 outcomesAs 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/exceededPrioritize open issues/tasks working closely with cross-functional teamsCommunicate with client(s) on a regular basis to build and maintain a first-class relationshipFacilitate 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 colleaguesIdentify new CBRE | FacilitySource Products that fit the client’s needs and make recommendations for process and spend optimizationProfessionally 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 implementationsUnderstand 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.Proactively identify improvement opportunities. Use of formal problem solving tools.Performs other duties as assigned.SUPERVISORY RESPONSIBILITIESProvides 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.QUALIFICATIONSTo 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 EXPERIENCEBachelor'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.Demonstrated use of Six Sigma tools and concepts. Black Belt preferred.CERTIFICATES and/or LICENSESNone.COMMUNICATION SKILLSExcellent 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 KNOWLEDGERequires knowledge of financial terms and principles. Ability to calculate intermediate figures such as percentages, discounts, and/or commissions. Conducts basic financial analysis.REASONING ABILITYAbility 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. Use of Tableau preferred. This is a sole contributor roleSCOPE OF RESPONSIBILITYDecisions 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.US Company ProfileAbout CBRE (NYSE: CBRE): At CBRE, you are empowered to take your career path into your own hands. Enjoy workplace flexibility in a global organization with tremendous scale. Work in an inclusive and collaborative environment with supportive teammates. Come experience the employee advantage at CBRE.CBRE has a long-standing commitment to providing equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, pregnancy, age, citizenship, marital status, disability, veteran status, political belief, or any other basis protected by applicable law.As a Fortune 500 worldwide leader in real estate services, CBRE’s more than 90,000 professionals provide exceptional outcomes for clients in over approximately 480 offices worldwide. When it comes to real estate, CBRE sees potential everywhere. We turn scale into strength, expense into performance, and property into prosperity. Visit cbre.us.