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Associate Director, Client Services
2 months ago
SUMMARY: The Associate Director of Client Services (US) is responsible for overseeing the inside sales operations and associated Teams. Has direct oversite of all the US Client Service Counselor Managers (CSCMs). Partners with Business Development Leadership and Global Account Managers (GAMs) to drive sales, increased revenue and optimal service to new and existing key global enterprise clients. This position requires an individual with strong analytical skills.
REPRESENTATIVE DUTIES: (Employee may perform any combination of the essential functions shown below. This position description is not intended to be an exhaustive list of all duties, knowledge or abilities associated with this classification, but is intended to accurately reflect the principal job elements).
- Works with CSCM’s, GAMS, sales, and operations to increase conversion performance/revenue.
- Works with CSCM’s to develop monthly team and individual performance goals.
- Provided sales training and guidance to improve the performance of Client Services Counselor Managers and or Client Services Counselors.
- Knowledge and Administrator oversight of Client Platforms
- Drives seasonal pricing, contests, and incentive initiatives to meet revenue goals.
- Provides strong leadership - effectively directs team members to accomplish desired goals.
- Provides regular coaching and mentoring to direct reports with a solution-centered approach to ensure client satisfaction.
- Assists CSCM’s to Manage and resolve staff issues including managing employee performance.
- Assists with recruitment of team members.
- Expected to have in-depth knowledge of needs according to clients such as: pricing, SLAs, apartment locations, and client preferences.
- Delivers presentations, often in front of multiple decision makers.
- Writes effective proposals, business letters and other forms of correspondence to both prospects and clients.
- Will oversee the CSCM’s in the management and coordination of large corporate groups and or large intern group activity.
JOB REQUIREMENTS:
- Ability to effectively develop and manage a team of people.
- Requires strong verbal skills to obtain positive results through people persuasion.
- Adaptable and must be able to react quickly to change.
- Requires a fast response time for inquiries as well as follow-up.
- Achieves results and meets deadlines that are set by the company itself.
- Multi-tasking and organization is required.
- Negotiates and solves escalated conflicts and problems related to guest issues.
- Works seamlessly in a team-oriented environment as well as individually.
- Demonstrates passion for guest satisfaction and company success.
- Prior inside or outside sales experience and account management with large accounts inside the service industry is preferred.
- Hospitality industry and or customer service background may be helpful.
- Basic computer knowledge including MS Word and Excel is also required.
- Typing is required.
- Must have a valid driver’s license and proof of auto insurance.
- May have to occasionally work evenings or weekends.
- Occasional travel may be required.
