Senior Client Service Manager

Aires (www.aires.com) has been providing best-in-class relocation management services for over 40 years and is a recognized industry leader in delivering high quality relocation and assignment management services to leading corporations.

We Have...

• An award-winning technology platform, built in-house, that aligns with the future state of Global Mobility
• A strong Aires brand consistently ranked among the mobility industry's highest annual customer-satisfaction scores and a client retention rate of over 98%
• A high internal promotion rate and long-tenured employees, highlighting our commitment to career growth and development
• A comprehensive benefits package, including a 401K match
• Remote/Hybrid work environment based on candidate location

An excellent career opportunity is currently available for a Senior Client Service Manager reporting to Aires Pittsburgh, PA office.

This exciting opportunity is in a high growth environment where you will utilize your experience to manage the overall client relationship and service experience while driving internal teams to ensure the delivery of world-class customer service.

Position Responsibilities:

• Manages the client relationship and service experience for clients of high volume, high-profitability and with complex programs. Works closely and continuously with clients to build strong and enduring partnerships.
• Acts as a communication leader within the team and across department to achieve collaboration and deliver results.
• Drives internal teams to ensure the delivery of world-class customer service.
• Utilizes product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes.
• Provides training to new & existing team members on client specific policies & processes.
• Provides strategic guidance to help clients achieve their mobility objectives by leveraging Aires' technology, products and services.
• Proactively monitors client programs, project outcomes, and overall satisfaction. Leverages inside sales opportunities to help clients identify available products and services that could enhance mobility programs.
• Leads implementation and client transition process for low to moderate volume clients.
• Delivers customer feedback as voice of the customer to internal teams identifying customer needs, ideas and challenges. Advocates for solutions, product enhancements, and other actions to meet the needs of customers.
• Drives the implementation and execution of strategic projects, both client specific and organization-wide, as they relate to the client service delivery.
• Drives business and strategy review processes.
• Applies retention and recovery strategies to retain longstanding client relationships.

Required Qualifications:

• High School Diploma/GED required, Associate's or Bachelor's degree preferred
• 5-10 years of relocation industry experience, some or all of which involved client retention and/or handling real estate
• 4-5 years of client management experience preferably in the relocation industry
• Certified Relocation Professional (CRP) or Global Mobility Specialist (GMS) certifications are strongly preferred.
• Exemplary interpersonal skills a must, including the ability to deliver presentations before large and small groups and respond to ad-hoc questions
• Must be willing to travel for client visits 25%- 30% of the time, including overnight stays, and participate in the business development process, as needed

Additional Qualifications:

• High sense of urgency
• Excellent organizational and project management skills
• Excellent customer service and administrative skills
• Ability to build strong relationships with many personality styles both internally and externally
• Computer proficiency with MS Office products, and ability to grasp proprietary software
• Ability to follow policies and procedures
• Can-do attitude
• Genuine desire to help others
• Team oriented mindset, with a strong sense of care and urgency
• Desire to embrace our core values: Client Focus, Results, Responsibility & Accountability, Collaboration and Innovation.

EOE AA M/F/Vet/Disability