Client Partnership Manager

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.

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

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

Key Responsibilities

Client Implementation & Account Development

• Key contact for certain clients – general liaison and escalations
• Working closely with Client Services Managers and Senior Client Services Consultants to understand their clients and identify where support is needed
• Actively being out and about meeting key contacts on a regular basis to keep them close and understand their needs
• Large client review meetings with Client Services Managers and Senior Client Services Consultants
• 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
• 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
• Supporting the roll-out of the Orbi self-booking tool across our managed client base
• Supporting for the Orbi implementation process for major accounts

Commercial Strategy & Performance

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

Relationships / Network

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

Leadership

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

Qualifications & Requirements

Experience:

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

Skills:

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