Client Relations Advisor, STR - Dubai

at  CoStar Group

Client Relations Advisor, STR - Dubai


Job Description


Client Relations Advisor, STR - DUBAI
Job Description

QUALIFICATIONS

• Bachelor’s degree or equivalent experience
• Experience in a customer facing role.
• Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
• Prior experience working at a hotel property or in a hotel corporate environment
• Experience working with a CRM system, with case management systems
• Ability to work in multiple systems simultaneously
• Ability to multi-task in a fast-paced environment while prioritizing your workload
• Ability to manage and hit deadlines
• Ability to work well independently, while also contributing to a larger team as needed
• Excellent communication skills, both written and verbal with a willingness to go above and beyond to solve problems
• Ability to develop innovative solutions to client questions and concerns
• Ability to adapt to change in a high growth company
• Ability to quickly adopt change and remain flexible to learning new things
• Ability to analyze data and understand issues and discrepancies

ROLE DESCRIPTION

The Client Relations Advisor is responsible for creating a positive experience for clients while supporting the Sales Organization from an operational standpoint. This is achieved by ensuring clients are properly setup post sale and providing mid contract support and account analysis. The Client Relations Advisor will work closely with Regional Sales Managers, Client Product Support, and other Sales team members to ensure client and internal needs are met, identifying areas for process and support improvements along the way. The Client Relations Advisor will be an important conduit between Sales and clients, excellent communication and organizational skills will be vital to success.

RESPONSIBILITIES

• Facilitate transition of client’s main point of contact from Sales Executive to Client Relations Advisor; becoming go-to resource once sale has closed
• Analyze data to understand potentially complex issues and communicate with other internal teams and clients directly to resolve
• Cross-train with existing senior members of the client support team
• Maintain regular communication with clients to validate portfolio, data deliverables and overall usage
• Work closely with business teams (Sales, Client Product Support, Data Operations, Finance, and others as needed) for a seamless transition for our new clients through the onboarding process and continued participation
• Build relationships with clients within assigned regions, addressing needs and concerns in timely manner
• Assist Regional Sales Manager and Sales Organization in analyzing, improving, and documenting processes
• Maintain appropriate knowledge of CoStar & STR products and services to resolve client questions or concerns in a timely manner
• Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution
• Support customers within multiple asset classes: hospitality, industry partners, tourism bureaus, and others as needed
• Become a Subject Matter Expert on CoStar’s & STR’s products and services in order to educate clients on what is available to best fit their needs
• Create and maintain accurate records regarding customer interactions
• Provide training to CoStar & STR customers, which may include: product overviews, methodology reviews, and website usage
• Keep managers informed of client feedback received and how to best action for better future outcomes
• Support the migration of clients to the new Benchmarking product as needed