Senior Director, Client Services

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $290 billion of real estate in 247 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 857,400 units/beds globally, and has a robust institutional investment management platform comprised of more than $76 billion of assets under management, including over $34 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

Executes the Company’s strategy related to new business development and client satisfaction by directing and supervising activities, initiatives, and programs that create new business opportunities, drive growth, and achieve client satisfaction and retention.

*Preference is to be based in Fort Lauderdale but will also consider Tampa or Orlando.

JOB DESCRIPTION

• Maintains and manages ongoing relationships with the Company’s existing clients by ensuring on-going client communication, soliciting client satisfaction feedback, addressing and resolving client complaints, concerns, and issues, and responding quickly and with urgency to client requests for information, updates, and reports.
• Leads and coordinates initiatives, activities, and strategies for new business and market development by identifying potential clients, initiating and cultivating relationships, soliciting business, creating and presenting formal business proposals and pitches,  and following up to consummate the business transaction.
• Provides input into the annual business planning and budgeting process related to Client Services by establishing financial and client satisfaction goals, proposing and cost-justifying programs and investments that drive client satisfaction and growth, and developing tactical plans for achieving annual targets.
• Executes the Company’s new business development strategy by monitoring and analyzing market information and trends for opportunities and potential threats, preparing detailed reports for senior management, and making recommendations on actions for securing the Company’s business relationship with clients and/or the Company’s market position.
• Establishes internal communication networks and client relationship management systems to promote the exchange of information among team members related to client activities, decisions, and issues, and ensure effective management of the client communication process.
• Assists in developing promotional communication materials, brochures, new business pitches, and other collateral material, participates in preparing proposals and responses to RFPs for current and future clients, and promotes the Company by making compelling presentations about its offerings, services and benefits.
• Coordinates, implements, and finalizes due diligence assignments, and acts as liaison with brokers for new fee management business opportunities.
• Improves client service and customer satisfaction by gathering client feedback through surveys and other tools, reviewing input and survey results, identifying themes and issues, and proposing and implementing innovative and cost-effective solutions.
• Regular or routine travel may be required to investigate new business opportunities, learn new markets, attend training programs, business meetings, client presentations, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.

Knowledge, Skills, Abilities:

• Demonstrated proficiency in written and oral communication skills in order to read, write, and communicate with impact and persuasively. Strong negotiation skills conveying information clearly and navigating conflict through resolution. Demonstrates empathy, critical thinking, relatability, and active listening.
• Proven track record of leading successful business pitches.
• Demonstrated sales skills to include research, prospecting, value delivery, objection handling, and closing the sale.
• Demonstrated proficiency in underwriting models, word processing, spreadsheets, and database management programs in order to develop and/or complete required reports, manage communication, and create and edit impactful presentations, proposals, and other collateral materials.
• Demonstrated management and supervisory skills sufficient to lead, direct, evaluate, and mentor subordinate and peer employee staff.
• Demonstrated financial acumen, elevated mathematical skills, underwriting skills (stabilized and lease-up), and reading and interpreting financial statements in order to complete financial records, budgets, underwriting, and other fiscal reporting information.
• Demonstrated ability to gather and analyze market information in order to identify trends, anticipate the impact on the Company’s current portfolio and new business development strategies, and formulate appropriate action plans.
• College degree in business, marketing, advertising, real estate, or related degree and/or equivalent experience in real estate, marketing, client relationships, or sales.
• Bilingual in English and Spanish a plus.

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Additional Compensation:

• Corporate Positions: In addition to the base salary, this role may be eligible to participate in an annual bonus program based on individual and company performance.
• Onsite Property Positions: In addition to the base salary, this role may be eligible to participate in weekly, monthly, and/or quarterly bonus programs.

Robust Benefits Offered*:

• Competitive Medical, Dental, Vision, and Disability & Life insurance benefits. Low (free basic) employee Medical costs for employee-only coverage; costs discounted after 3 and 5 years of service.
• Generous Paid Time off. All new hires start with 15 days of vacation, 4 personal days, 10 sick days, and 10 paid holidays. Plus your birthday off after 1 year of service! Additional vacation accrued with tenure.
• For onsite team members, onsite housing discount at Greystar-managed communities are available subject to discount and unit availability.
• 6-Week Paid Sabbatical after 10 years of service (and every 5 years thereafter).
• 401(k) with Company Match up to 6% of pay after 6 months of service.
• Paid Parental Leave and lifetime Fertility Benefit reimbursement up to $10,000 (includes adoption or surrogacy).
• Employee Assistance Program.
• Critical Illness, Accident, Hospital Indemnity, Pet Insurance and Legal Plans.
• Charitable giving program and benefits.

*Benefits offered for full-time employees. For Union and Prevailing Wage roles, compensation and benefits may vary from the listed information above due to Collective Bargaining Agreements and/or local governing authority.

Greystar will consider for employment qualified applicants with arrest and conviction records.