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Client Service Manager
San Fransisco, CA
AIReS (www.aires.com), which was named to the 2013 Inc. 5000 list of fastest-growing independently owned businesses in the U.S., has been providing best-in-class relocation management services for over 30 years. AIReS is a recognized industry leader in delivering high quality relocation and assignment management services to leading corporations. Our company boasts some of the mobility industry’s highest annual customer-satisfaction scores and a client-retention rate of over 98%. Our dynamic professionals specialize in providing high-touch corporate relocation services for both domestic and international assignments. As a stable organization that has grown organically with our clients, we have experienced 20% growth annually.
In an effort to further spur our growth, we are currently seeking a Client Service Manager (CSM) to join the team in our Huntington Beach, California regional office!
The CSM contributes to the development of the business to business relationship between the client and AIReS.
Manages the successful transition of new clients, including clients directly managed by the CSM and those supported by other team members.
Provides client support services, including: meeting with client to discuss and document AIReS performance; assisting the client identify solutions to relocation program (policy or operational) challenges; completing reports (including annual client survey); invoicing and helping to identify and resolve problem areas (internal and with client); informing management of any client issues/challenges with suggested solutions.
Initiates client performance review and completes a formal review of each client on a quarterly basis internally (i.e. with appropriate team members/AIReS Management) and externally (with the client).
Shares additional service options with clients and the value that these services would add to the relationship.
Provides leadership in maintaining client relationships working with the Program Manager, Relocation Specialist and Account Manager to ensure the overall success of the relationship.
Assists and leads AIReS with the re-negotiation and/or renewal of client service agreements.
Bachelor’s degree from four-year college or university and/or equivalent combination of education and experience
Minimum of 5 years relocation industry experience, some or all of which involved client retention and/or handling real estate
International experience strongly preferred!
Certified Relocation Professional (CRP) a plus.
Exemplary interpersonal skills a must, including the ability to deliver presentations before large and small groups and respond to ad-hoc question
Must be willing to travel for client visits 25%- 30% of the time, including overnight stays, and participate in the business development process, as needed