Director, Client Success Manager

$110,500 - $130,000/Yr

Cushman & Wakefield - Chicago, IL

Full-time - Senior

Remote - Chicago, IL

Real Estate

About the position

C&W Services is seeking a Director, Client Success Manager to drive client retention and sustainable growth through the execution of the Client Relationship Management Lifecycle methodology, known as Clientricity. This role focuses on enhancing client partnerships and ensuring the successful deployment of Clientricity tools and processes for an assigned client portfolio. The Director will work closely with the VP of Client Success and collaborate with Client Services and Service Delivery teams to foster strong relationships with key client executives and stakeholders.

Responsibilities

• Track execution of relationship management and operations activities through accounts Clientricity Plans.
• Contribute to an annual retention plan ensuring Clientricity tools are embedded across the assigned portfolio.
• Provide direct relationship management support during key client lifecycle management milestones.
• Partner with Client Services and Service Excellence to support distressed accounts and develop action plans.
• Ensure quality of relationship management activities.
• Counsel Client Services on Clientricity best practices.

Requirements

• Proven experience in overall Client Success Management & Client Relationship Management.
• Experience collaborating with clients and internal teams.
• Executive-level client facing skillset with the ability to collaborate closely with internal and external parties.
• Experience in leadership roles with the ability to influence and effect change in a matrixed organization.
• Experience managing teams and multiple concurrent processes.
• Strong written and verbal communication skills.
• Deep understanding of industry, client, and consumer pain points.

Nice-to-haves

• Bachelor's Degree - Preferred
• Certifications - CXPA and PMP Preferred
• 7-10 years Client Success and Project management experience.

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Flexible spending accounts
• Health savings accounts
• Retirement savings plans
• Life insurance
• Disability insurance
• Paid time off
• Unpaid time off