Director of Client Services

Overview

Responsible for account management of assigned clients. Represents the organization as a subject matter expert and client liaison and works to identify and implement additional business development and revenue opportunities. Ensures operational and workflow efficiencies while providing comprehensive data reporting. Consults with senior executives on action plans to achieve revenue goals and service levels for clients and transferees. Acts as primary account manager for US Domestic and International Mobility clients, including those requiring compensation services, and as a regional support for clients based elsewhere.

Overview

Responsible for account management of assigned clients. Represents the organization as a subject matter expert and client liaison and works to identify and implement additional business development and revenue opportunities. Ensures operational and workflow efficiencies while providing comprehensive data reporting. Consults with senior executives on action plans to achieve revenue goals and service levels for clients and transferees. Acts as primary account manager for US Domestic and International Mobility clients, including those requiring compensation services, and as a regional support for clients based elsewhere.

Responsibilities

• Proactive, market-awareness, and engagement with all levels of client contacts.
• Develops strong strategic relationships and responsible for driving an overall service delivery experience for assigned clients by creating a "trusted advisor" relationship with several layers of the client's management and personnel.
• Account plan development and maintenance, management reviews, operational efficiency and execution, client forums, and business entertainment.
• Drives and supports business strategy development, implementation, and execution for a defined portfolio.
• Ensures compliance with client contracts, working closely with operations teams to deliver to established KPIs/SLAs, with ongoing training and support as needed
• Work closely with the accounting team to ensure billing to clients is accurate and that receivables are timely
• Develops and drives revenue enhancement strategies in support of the business plan and the operational execution to ensure results are attained. Within the assigned account base, continually reviews current pricing arrangements and risk exposure to ensure retention
• Collaborates with the sales leadership and Vice Presidents of Business Development to prospect new accounts and cross-sell existing accounts. Develops strategies for RFI and RFP support, sales presentation assistance, and site visit management.
• Provides ongoing support and direction for client evaluations, pricing, service strategies, and account planning. Responsible for identifying volume and revenue variances and creating appropriate strategies to adjust to these changes in pricing, staffing, and other related areas.
• Provides creative input and planning for client events, such as the Client Summits, WERC, and other industry conferences. Determines strategies to promote the business, offers educational content, and opportunities for client-to-client interaction.
• Analyzes client policies in depth, offering consultative insight and recommendations to improve program management and goal attainment.
• Responsible for P&L for a client portfolio, including budgeting and reforecasting, and the achievement of defined revenue growth targets.
• Subject matter expert for services in the following areas: Domestic Relocation Policies, International Relocation Polices, International Assignment Management, and have a working knowledge of Expatriate Tax and Cost Projections, Tax Equalization, Expatriate Payroll, Year-End Processing and Compensation Summaries, Tax Advances and Collections.
• Travel as required.
• Other duties as assigned.

Qualifications

• Bachelor’s Degree or above
• Consensus builder ability to effectively communicate with all levels of staff, clients and assignees.
• Strong analytical skills for gathering and interpreting internal and external customer requirements.
• Minimum 5 years’ experience with all aspects of International Global Mobility business.
• CRP and GMS designation preferred.
• Thorough understanding of expatriate compensation, year-end reporting and compensation accumulation processes.
• Thorough understanding of supply chain use, management, issue resolution, and value propositions.
• Excellent written, verbal, communication, and analytical skills, and strong client-facing presentation skills.
• Strong track record of working creatively in the global mobility marketplace.
• Exceptional compensation, benefits, and payroll experience required.

About

CapRelo is a technology-driven company focused on delivering best in class relocation and assignment services on a global platform. Our goal is to make the relocation process easy for everyone involved. Our employees simplify and streamline the complexities of relocation through capabilities like move management services, home sale and purchase, property management, destination services, expense administration, and consultation on domestic and international relocation policies. At CapRelo, we strive to attract the best and the brightest who will bring their unique abilities and help take our company to the next level. If you are looking for an organization where you can use your talents and have a real impact on company performance – you’ve come to the right place.

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