Client Partnership Manager

Job Description

Contributing to the long term business strategy and being one of the primary representatives of our clients’ interests. Providing hands-on support for the Chief Customer Officer, Head of Operations, Regional Heads and Head Account Managers.

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Oversight of key clients across the whole business, keeping them tight, and sharing best practice across our client portfolio.

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Ultimately ensuring that SilverDoor delivers proactive account management and associated service levels that are unrivalled in our sector.

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Key Responsibilities

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Client Implementation & Account Development

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• Key contact for certain clients – general liaison and escalations
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• Working closely with Client Services Managers and Senior Client Services Consultants to understand their clients and identify where support is needed
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• Actively being out and about meeting key contacts on a regular basis to keep them close and understand their needs
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• Large client review meetings with Client Services Managers and Senior Client Services Consultants
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• Actively engaged in maximizing each relationship. Supporting the strategic development of all managed accounts, including the execution of account development plans with each Client Services Manager / Senior Client Services Consultant
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• Supporting the implementation of new accounts in conjunction with the Chief Customer Officer, Head of Operations, Regional Heads and relevant Client Services Manager / Senior Client Services Consultant
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• Supporting the roll-out of the Orbi self-booking tool across our managed client base
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• Supporting for the Orbi implementation process for major accounts
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Commercial Strategy & Performance

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• With support from the company’s lawyers where appropriate, supporting the Chief Customer Officer with reviewing and negotiating commercial agreements
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• Maintaining a strong awareness of competitors in order to ensure that we maintain a competitive edge
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• Responsible for having a deep understanding of our own technology, and that of the wider business travel sector
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• Supporting the Chief Customer Officer and VP of Business Development with RFP submissions
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• Leading and supporting presentations to sell the SilverDoor concept
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• Helping to identify opportunities to win new business
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• Providing additional support to Client Services Consultants when ‘Hot Leads’ are identified
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• Provide back-up support to Business Development team if needed for pitches etc
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Relationships / Network

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• To maintain a personal relationship with key contacts at each of our top 30 corporate accounts
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• To be a recognisable face in the sector and maintains positive relationships with major property partners
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• Takes an active role in client-focused industry associations for example ITM & EuRA
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Leadership

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• Willingness to challenge convention and develop more effective ways of doing things
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• Continually seeks to enhance personal knowledge of the serviced apartment and wider business travel / relocation sectors
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• Maintaining a positive demeanor at all times
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• Setting the example with service, presentation and attitude
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Qualifications & Requirements

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Experience:

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• 5+ years’ experience of the service apartment sector
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• Commercial awareness
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• Account management
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• Account development
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• Business development
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• Personal relationships with top 10 clients
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• Management of teams across geographies
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Skills:

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• Commercial awareness
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• Proven customer service (outstanding)
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• Great organisational skills
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• Strong communication skills
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• Strong presentation skills
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• Negotiation skills
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• Deep understanding of business travel technologies
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