Client Services Director – Corporate Housing

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Foster and maintain Client Relationships (40%)

• Conduct visits to client offices to nurture connections with contacts in Supply Chain, Operations, and Account Management

• Serve as the primary point of contact for client inquiries regarding market information, pricing, service delivery clarifications, scope adjustments, and new opportunities

• Act as a bridge between account management and operations to ensure effective communication and a mutual understanding of needs and expectations

• Collaborate with the supply chain and operations teams to guarantee sufficient supplier coverage, intelligent solutions, and client-oriented service support

• Anticipate and identify business opportunities and challenges, assisting in the formulation of a profitable strategy that aligns with the broader business objectives

• Maintain a consultative relationship with regional account purchasers and influencers to ensure satisfaction, contract renewal, and ongoing growth

• Support the Account Director in preparing and presenting annual reviews

• Conduct sales outreach to decision-makers

• Establish an initial outreach rhythm to current contacts at clients

• Develop a foundational list in HubSpot (with monthly KPIs/targets)

• Enhance connections and personal visibility on LinkedIn

• Gain insights on maximizing HubSpot's potential

• Collaborate with marketing to create automated campaigns in HubSpot

• Participate in coaching sessions with the VP of Sales or similar senior roles within the organization

• Manage Issue Resolution, Reporting, and Analysis (30%)

• Serve as a central point of contact for clients regarding escalations, involving all Dwellworks departments as necessary to address issues

• Prepare and deliver monthly, quarterly, and annual reports as requested by clients and operations teams

• Research and respond promptly to requests for proposals, pricing, and information

• Monitor performance metrics and escalations, reporting, analyzing, and identifying trends in defects

• Communicate effectively with the Operations Team (20%)

• Lead escalation actions and responses; assist operations with service recovery initiatives, notifying Account Directors of escalating issues that may impact the overall account

• Engage in problem-solving with operations teams to meet client needs

• Advocate for clients by collaborating with operations to ensure seamless service delivery execution

• Work with operations as the primary contact for new client implementations and communicate client-specific nuances to other departments as needed (e.g., accounting, supply chain)

• Collaborate with Account Directors on special client requests

• Provide Training (10%)

• Collaborate with Account Directors, operations teams, and internal supply chain to develop and deliver client training sessions/workshops

⛳️ Requirements

• A Bachelor’s degree is required; a degree in a business-related field is preferred

• A minimum of 3 years of experience in relocation, travel, corporate housing, or the hospitality industry, with certifications as a relocation professional or global mobility specialist

• Ability to balance customer focus with business needs

• Strong multitasking and prioritization abilities

• Capability to handle confidential information

• Excellent communication skills, particularly the ability to convey information effectively in a constructive and professional manner

• High attention to detail and strong organizational skills

• Strong analytical, problem-solving, and strategic thinking abilities

• Ability to self-motivate and work collaboratively in a dynamic environment

• The position requires moderate travel.

🏝️ Benefits

• Health insurance

• Professional development opportunities