Client Relations Advisor- STR

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Job Description

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CoStar Group Company Intro:

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.

We have been living and breathing the world of real estate information and online marketplaces for over 37 years, giving us the perspective to create truly unique and valuable offerings to our customers. We’ve continually refined, transformed, and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.

STR:

STR, acquired by CoStar Group in 2019, provides premium data benchmarking, analytics, and marketplace insights for global hospitality sectors. Founded in 1985, STR maintains a presence in 15 countries with a corporate North American headquarters in Nashville, Tennessee, an international headquarters in London, and an Asia Pacific headquarters in Singapore.

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 set up 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 by implementing structured onboarding and post-sale servicing process in timely manner.Build and maintain relationships with clients within assigned regions, addressing needs and concerns in a timely manner and ensuring client retention and facilitating engagement.Maintain consistent communication with clients to ensure the accuracy of portfolios, validate data deliverables, and assess overall usage. Proactively engage with clients to enhance data completeness and identify opportunities for automation where applicable.Analyze data to understand potentially complex issues and communicate with other internal teams and clients directly to resolve.Work closely with business teams (Sales, Client Product Support, Data Operations, Hospitality Research, Finance, and others as needed) for seamless product and service experience and internal process improvement.Seek to understand the issue a client is experiencing, communicate a willingness to help, and provide a comprehensive solution.Be a Subject Matter Expert on CoStar’s & STR’s products and services to enhance the client experience and resolve client questions or concerns in a timely manner.Create and maintain accurate records regarding customer interactionsProvide training to CoStar & STR customers, which may include product overviews, methodology reviews, and website usageKeep managers informed of client feedback received and how to best take action for better future outcomes.

Basic Qualifications:

Bachelor’s degree required from an accredited, not-for-profit college or university.A track record of commitment to prior employers.2+ years of experience in a customer facing role addressing complex issues and providing excellent customer service and support.Demonstrated proficiency using the Microsoft Office suite of applications (Excel, Outlook, and Word).Strong problem solving and conflict negotiation skills.Prior experience working at a hotel property or in a hotel related corporate environment.

Preferred Qualifications:

Experience working with a CRM system, preferably Salesforce and/or HelpDesk ticketing system.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.

What’s in it for you?

When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.

Our benefits package includes (but is not limited to): 

Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug Life, legal, and supplementary insurance Virtual and in-person mental health counseling services for individuals and family Commuter and parking benefits 401(K) retirement plan with matching contributions Employee stock purchase plan Paid time off Tuition reimbursement On-site fitness center and/or reimbursed fitness center membership costs (location dependent)Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks 

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing