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Senior Director of Client Relations
US - Remote
This role leads and develops a small client relations team while fostering a high-performance, accountability culture. It manages the full sales process, builds strong client relationships, and partners cross-functionally to support program expansion and organizational goals. The position also monitors client satisfaction and provides insights to improve client experience and outcomes. This leader will be passionate about the vision and mission of AL and develop the character and competence necessary to contribute to growth excellence for their scope.
Important Details
- Bachelor’s Degree required.
- Full time, 40 hours per week.
- 3 to 5 years’ experience in multifamily or industry marketing, sales, business development or recruiting experience.
- May also have experience as a vendor in advertising or marketing to the multifamily industry.
- Experience preferred in customer service, recruiting, marketing or business operations role.
- Experience preferred in leveraging AI tools in the workplace.
- Experience preferred with Microsoft office products, with proficiency in Hubspot and Asana.
- Able to travel up to 6 times a year for retreats, summits, and other industry events.
Responsibilities:
- LMA (Lead, Manage, Hold Accountable) + Culture – Lead and develop 1–2 client relations directors. Coach, direct, and hold team members accountable to best practices, clear goals, activity, and results. Cultivate culture and ensure excellence.
- Execute the full sales process – Manage the end-to-end sales process to close deals that result in new programs and achieve organizational growth objectives.
- Build and maintain client relationships – Establish and strengthen relationships with new and existing clients to ensure satisfaction, retention, and expansion opportunities.
- Collaborate cross-functionally – Partner with the VP, Growth and program management team to support execution, align on client engagement, meet organizational goals, and support sustainable program expansion.
- Drive client outcomes and insights – Monitor client satisfaction, analyze trends, and provide actionable insights to continuously improve client experience and program success.
Success Factors
- Model Apartment Life's core values and adhere to growth best practices.
- Collective performance of the growth team, and client relations in particular, as measured through a growing number of open properties and prospective coordinators to serve in these communities.
- "Flourishing" staff engagement results as expressed through annual staff engagement surveys.
Competencies
The physical and mental competencies necessary to execute the requirements and be successful in this role are:
- Strategic thinking with strong execution skills
- Excellent communication skills, both verbal and written (also listening, hearing, typing)
- Organization, time management
- People management skills
- Tech/computer skills
- Customer service
- Discernment
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