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Senior Director Client Services

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Senior, Director Client Service Delivery

Houston, TX

Work with strategic clients to enhance  long term relationship by maximizing client satisfaction, innovative development of opportunities, process improvements, and leader of a small office service team.

PRINCIPAL/ESSENTIAL DUTIES AND RESPONSIBILITIES:                                                                                                         

  • Function of the office leader for  hiring, training, mentoring and performance management of service delivery team with attention to efficiency and reduced waste.
  • Conducts team meetings, performance reviews, caseload review, and ensure overall development and performance improvement of all team members.                                                                                
  • Accountable for client facing strategic management of a portfolio of clients, majority of them having multiple product lines (domestic, international, household goods).
  • Demonstrates consistent ability to independently develop and manage strategic account plans. Deliver client business reviews.
  • Identify and help drive incremental revenue opportunities.
  • Demonstrates consistent ability to grow and maintain clients profitability, relationships and geographic scope of services.                                                
  • Monitor and review service delivery escalations and works with appropriate parties to resolve issues to the client's satisfaction.
  • Builds positive working relationships with client support groups to agree on root cause, develop solutions to prevent reoccurrence and determine timely client communication.
  • Problem resolution and service recovery.
  • Customer escalations, day-to-day issue resolution, and development and monitoring of any action plans needed to ensure that service level requirements are met and operational processes are continually improved.        
  • Documents and maintains timely and accurate client requirements and profile information.
  • Manage client activities in CRM Tools, such as SFDC. Assists with implementation of a new client or new services for an existing client.         
  • Demonstrates leadership qualities by teaching, mentoring and aiding in the development of team members and team  initiatives.                                                                                               
  • Supports sales efforts as needed.                                                                        
  • Performs other related essential duties as assigned or requested.          

 

Required Experience

Education: Bachelor’s degree in International Business, Business Administration, Management, or other relevant field is preferred. Five (5) years of relevant work experience is acceptable in lieu of formal education.

Knowledge/Experience: Minimum nine (9) years of professional corporate relocation industry experience with at least 6 years of previous account management experience. Minimum two (2) years of professional work experience in management required.

Licenses/Certifications/Specialized Training: GMS and/or CRP preferred.

Skills and Abilities: Able to travel regularly, approximately 50% of the time.

 

If you have the experience outlined above, please apply to the position on our site at www.siganture-source.com or submit your resume in a Word format to us at contactus@signature-source.com. 

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  • National Association Executive Recruiters
  • National Association Personnel Services
  • Foreign for Expatriate Management
  • Society for Human Resources Management
  • Worldwide ERC
  • Women Business Enterprise National Council
  • Southeast Regional Relocation Council
  • Chicago Relocation Council
  • North Texas Relocation Professionals
  • Houston Relocation Professionals
  • Tennessee Relocation Council
  • Midwest Relocation Council
  • Metro Atlanta Relocation Council