at C&W Services in Chicago, Illinois, United States
Job Description
Job TitleDirector, Client Success Manager
Job Description SummaryC&W Services is seeking a Director, Client Success Manager who will drive retention and enable sustainable/profitable growth by ensuring execution of CW Services' Client Relationship Management Lifecycle methodology, Clientricity, for an assigned client portfolio. The individual will contribute to our client's success and improved retention through the deployment of the Clientricity tools and processes.
At the direction of the VP, Client Success, and in collaboration with the Client Services and Service Delivery teams, the role will drive an elevated client partnership with a client centric growth mindset, ensuring quality and execution of Clientricity deliverables for each assigned client.
This position will develop strong relationships with key client executives and stakeholders, creating and maintaining key client health documentation to support those relationships. In addition, this role will support the account teams and business development for assigned portfolio.
Job Description
Track execution of relationship management and operations activities through accounts Clientricity Plans ensuring completion of Annual Fresh Eyes Reviews, Annual Expectation Meetings, Quarterly Business Reviews, and Clientricity plans.
Contribute to an annual retention plan that ensures Clientricity tools and techniques are embedded across assigned portfolio with contracts due to end within 24 months of the fiscal year.
Provide direct relationship management support during key client lifecycle management milestones; develop agendas, materials, co-conduct meetings with Client Services for assigned client portfolio
Partner with Client Services and Service Excellence to provide direct relationship management support to distressed accounts, or with weak Webs of Influence, or those that display signs of risk, conduct critical meetings / develop necessary action plans, and ensure completion of identified actions
Ensure quality of relationship management activities
Counsel Client Services on Clientricity best practices
Key Skills and Capabilities
Proven experience in overall Client Success Management & Client Relationship Management
Experience and ability to collaborate with clients and internal teams
Executive-level client facing skillset and ability to collaborate closely with both internal and external parties
Experience in leadership roles with ability to influence and effect change in a matrixed organization
Experience managing teams and multiple concurrent processes
Strong written and verbal communications skills
Deep understanding of industry, client, and consumer pain points
Desired Experience
Bachelors Degree - Preferred
Certifications - CXPA and PMP Preferred
7-10 years Client Success and Project management experience
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.
The company will not pay less than minimum wage for this role.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or emailHRServices@cushwake.com. Please refer to the job title and job location when you contact us.
C&W Services is an Equal Opportunity / Affirmative? Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, protected veteran status or any other characteristic protected by law.
