Job Details
Director, Platform Management & Client Relations
SitusAMC is where the best and most passionate people come to transform our client's businesses and their own careers. Whether you're a real estate veteran, a passionate technologist, or looking to get your start, join us as we work together to realize opportunities for everyone, we proudly serve.
At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local - come join our team!
This role is responsible for overseeing and optimizing the client experience across the platform relationships within Talent Solutions. This role is responsible for developing long-term, strategic partnerships with clients, ensuring the delivery of exceptional service, identifying growth opportunities, and mitigating potential risks to client satisfaction and retention. This position requires a blend of leadership, strategic thinking, and deep customer insight to effectively manage and scale client relationships, while aligning with the company's goals and revenue targets. The Director will play a key role in driving customer success, maximizing platform retention, and fostering new business opportunities.
Essential Job Functions:
+ Client Relationship Management:
+ Lead and nurture relationships with key clients, ensuring satisfaction and retention.
+ Serve as the primary point of escalation for clients, proactively addressing concerns and resolving issues.
+ Develop a deep understanding of clients' business objectives and provide strategic guidance to ensure successful outcomes.
+ Regularly communicate with clients to understand their evolving needs and anticipate opportunities for service enhancements.
+ Team Leadership and Development:
+ Manage and mentor a team of support staff. Coordinate/collaborate with business head in offing strategic insight and forward direction to the team
+ Foster a high-performance, customer-focused team culture that emphasizes collaboration, problem-solving, and continuous improvement.
+ Provide coaching and professional development opportunities to help team members grow their skills and careers.
+ Account Growth and Retention:
+ Drive retention and expansion strategies to grow existing client accounts, identify upselling and cross-selling opportunities.
+ Partner with marketing, and other department leads to align on customer needs and deliver tailored solutions.
+ Conduct regular business reviews with clients to discuss performance, satisfaction, and new opportunities for collaboration.
+ Strategic Planning and Execution:
+ Collaborate with business leadership to define client engagement strategies that align with overall company objectives and market trends.
+ Develop and execute client account plans, ensuring all goals and deliverables are met on time and within budget.
+ Analyze client feedback, market data, and performance metrics to inform decision-making and improve client experiences.
+ Client Advocacy and Voice of Customer:
+ Champion the voice of the customer within the organization, advocating for their needs and ensuring service offerings are continually refined to meet expectations.
+ Lead initiatives to drive customer success, satisfaction, and loyalty, using data-driven insights to guide improvements.
+ Business Development Support:
+ Support the business head in the acquisition of new clients by providing insight into client needs and developing tailored proposals.
+ Represent the organization in client meetings, presentations, and industry events as required
+ Other activities as may be assigned by your manager
Qualifications/ Requirements:
+ Bachelor's degree in Business, Marketing, or related field (MBA or relevant advanced degree preferred).
+ Minimum of 15+ years of industry and/or relevant experience, typically with 2+ years in a SVP level role or external equivalent.
+ 10+ years of experience in client relationship management, account management, or customer success, with at least 5 years in a leadership role.
+ Proven track record of managing high-level client relationships, driving customer satisfaction, and achieving business growth targets.
+ Experience in financial services and Commercial Real-estate is a plus.
+ Exceptional leadership, communication, and interpersonal skills.
+ Strong strategic thinking and problem-solving capabilities.
+ Proven ability to manage multiple priorities and lead cross-functional teams.
+ Expertise in client management tools, CRM systems (Salesforce), and project management software.
+ High-level negotiation, presentation, and customer-facing skills.
+ Customer-centric mindset with the ability to build strong, lasting relationships.
+ Proactive and results-oriented with a focus on delivering value to clients.
+ Strong analytical skills with the ability to interpret data and make informed decisions.
+ Travel to other location as required
Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
The annual full time base salary range for this role is
$200,000.00 - $250,000.00
Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.
Pay Transparency Nondiscrimination Provision (https://go.situsamc.com/rs/962-QMP-613/images/pay-transp\_%20English\_formattedESQA508c.pdf?version=0)
SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Know Your Rights, Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)
SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
At SitusAMC, we are looking to match your unique experience with one of our amazing careers, so that we can help you realize your potential and career growth within the Real Estate Industry. If you are someone who can be yourself, advocate for others, stay nimble, dream big, own every outcome, and think global but act local - come join our team!
This role is responsible for overseeing and optimizing the client experience across the platform relationships within Talent Solutions. This role is responsible for developing long-term, strategic partnerships with clients, ensuring the delivery of exceptional service, identifying growth opportunities, and mitigating potential risks to client satisfaction and retention. This position requires a blend of leadership, strategic thinking, and deep customer insight to effectively manage and scale client relationships, while aligning with the company's goals and revenue targets. The Director will play a key role in driving customer success, maximizing platform retention, and fostering new business opportunities.
Essential Job Functions:
+ Client Relationship Management:
+ Lead and nurture relationships with key clients, ensuring satisfaction and retention.
+ Serve as the primary point of escalation for clients, proactively addressing concerns and resolving issues.
+ Develop a deep understanding of clients' business objectives and provide strategic guidance to ensure successful outcomes.
+ Regularly communicate with clients to understand their evolving needs and anticipate opportunities for service enhancements.
+ Team Leadership and Development:
+ Manage and mentor a team of support staff. Coordinate/collaborate with business head in offing strategic insight and forward direction to the team
+ Foster a high-performance, customer-focused team culture that emphasizes collaboration, problem-solving, and continuous improvement.
+ Provide coaching and professional development opportunities to help team members grow their skills and careers.
+ Account Growth and Retention:
+ Drive retention and expansion strategies to grow existing client accounts, identify upselling and cross-selling opportunities.
+ Partner with marketing, and other department leads to align on customer needs and deliver tailored solutions.
+ Conduct regular business reviews with clients to discuss performance, satisfaction, and new opportunities for collaboration.
+ Strategic Planning and Execution:
+ Collaborate with business leadership to define client engagement strategies that align with overall company objectives and market trends.
+ Develop and execute client account plans, ensuring all goals and deliverables are met on time and within budget.
+ Analyze client feedback, market data, and performance metrics to inform decision-making and improve client experiences.
+ Client Advocacy and Voice of Customer:
+ Champion the voice of the customer within the organization, advocating for their needs and ensuring service offerings are continually refined to meet expectations.
+ Lead initiatives to drive customer success, satisfaction, and loyalty, using data-driven insights to guide improvements.
+ Business Development Support:
+ Support the business head in the acquisition of new clients by providing insight into client needs and developing tailored proposals.
+ Represent the organization in client meetings, presentations, and industry events as required
+ Other activities as may be assigned by your manager
Qualifications/ Requirements:
+ Bachelor's degree in Business, Marketing, or related field (MBA or relevant advanced degree preferred).
+ Minimum of 15+ years of industry and/or relevant experience, typically with 2+ years in a SVP level role or external equivalent.
+ 10+ years of experience in client relationship management, account management, or customer success, with at least 5 years in a leadership role.
+ Proven track record of managing high-level client relationships, driving customer satisfaction, and achieving business growth targets.
+ Experience in financial services and Commercial Real-estate is a plus.
+ Exceptional leadership, communication, and interpersonal skills.
+ Strong strategic thinking and problem-solving capabilities.
+ Proven ability to manage multiple priorities and lead cross-functional teams.
+ Expertise in client management tools, CRM systems (Salesforce), and project management software.
+ High-level negotiation, presentation, and customer-facing skills.
+ Customer-centric mindset with the ability to build strong, lasting relationships.
+ Proactive and results-oriented with a focus on delivering value to clients.
+ Strong analytical skills with the ability to interpret data and make informed decisions.
+ Travel to other location as required
Note: This job description is not intended to be all inclusive or exclusive. At any time, employees may perform other related duties as required to meet the ongoing needs of the organization and participate in additional trainings. SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
The annual full time base salary range for this role is
$200,000.00 - $250,000.00
Specific compensation is determined through interviews and a review of relevant education, experience, training, skills, geographic location and alignment with market data. Additionally, certain positions may be eligible to receive a discretionary bonus as determined by bonus program guidelines, position eligibility and SitusAMC Senior Management approval. SitusAMC offers PTO and paid holidays, the terms of which are set forth in the program policies. All full time employees also are eligible to participate in various benefit plans, including medical, dental, vision, life, disability insurance and 401K; in each case in accordance with the terms of the applicable plans.
Pay Transparency Nondiscrimination Provision (https://go.situsamc.com/rs/962-QMP-613/images/pay-transp\_%20English\_formattedESQA508c.pdf?version=0)
SitusAMC is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Know Your Rights, Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf)
SitusAMC does not accept unsolicited resumes from staffing agencies, search firms or any third parties. Any unsolicited resume submitted to SitusAMC in any manner will be considered SitusAMC property, and SitusAMC will not pay a fee for any placement resulting from the receipt of an unsolicited resume.
Job #NLX269046442