VP, Client Partner Experience

Company: Altair Employees, LLC
Location: Frisco
Posted on: April 1, 2025

Job Description:

DescriptionESSENTIAL JOB FUNCTIONS:

• Conduct regular visits to clients in assigned portfolio including business reviews (with associated data and policy analysis) as appropriate.
• Collaborate with Operations to adapt and apply client culture nuances to result in an exceptional customer experience.
• Ensure timely and direct resolution of client issues and involve other team members as appropriate.
  • Work collaboratively within a cross-functional team environment to utilize appropriate resources and resolve client issues effectively.
  • Develop strategic annual client Account Plans and retention initiatives.
  • Seek and develop opportunities for new services and revenue generation within assigned portfolio.
  • Consult and collaborate with Global Consulting on policy updates as appropriate.
  • Review internal and external client reports for accuracy and follow up on revisions as needed.
  • Assist with group move planning, preparation, consultation, and execution.
  • Partner with Operations, Reporting and Accounting to ensure appropriate maintenance of client database with detailed accounting of contact information, Master Service Agreement (MSA) terms, policy updates, SLAs, etc.
  • Support new client business development needs as required.
  • Monitor operation teams' compliance with internal process and procedure requirements including meeting established service score and return rate standards.
  • Attendance at regional, national, and/or global industry conferences or events.
  • Contribute to professional development of Operation Managers and other team members.
  • Support Quality Assurance in addressing service delivery issues.EDUCATION:Bachelor's degree in business, Marketing, Management, Economics, Real Estate or a related field or the equivalent experience, skills and training required.TRAINING AND EXPERIENCE:
    • 10 years or more of progressive growth in the relocation industry and/or in a client experience role.
    • Must have experience supporting both international and domestic business from a policy, process, and client relations perspective.
    • Broad knowledge of relocation industry and deep knowledge of the Company's service offerings and client relationship management processes.
    • Must demonstrate finely-honed analytical skills relating to complex reporting data, as well as in analyzing client needs and service delivery recovery situations.
    • Ability to build client trust through relationship management, understand and support a sophisticated global client portfolio of business, resolve high stress client issues, and understand related operations processes and procedures, and manage multiple tasks.
    • Ability to communicate and collaborate with internal business leaders to ensure resolution to client related issues, build stability and client trust.
    • Possess keen sensibility for 'reading between the lines' where client relationships exist and to strategically respond accordingly.WORK/PHYSICAL ENVIRONMENT:Office setting and/or home office work environment. Team members must be able to operate standard office equipment. Team members spend a substantial amount of time working on the computer, on the phone speaking with customers and working under deadlines.In addition, team members must be able to travel independently for company business as required/requested. Must be able to manage at least ten pounds of luggage without assistance. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable team members with disabilities to perform the essential job functions.Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
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Keywords: Altair Employees, LLC, Frisco , VP, Client Partner Experience, Executive , Frisco, Texas