Job Title

GOS - Client Regional Lead - West

Job Description Summary

As the Regional Technology Client Care Manager, you will be primarily focused and responsible for building strong relationships with customers and monitoring their experience with a products and services to meet their needs and receive the highest tech ROI possible.

You will be a technology advocate supporting customers as they transition from sales prospects, building close relationships beyond any project or process ownership with the business itself. You will work directly with clients, IT and business team to understand and adequately address Client concerns and ensure top-class Client satisfaction with the technology stack through account lifecycle.

Being the face and the first point of contact for Customers, you will play a fundamental role in Client win and retention as well as building CW brand across the region.

Job Description

Job Description (summary of the role purpose): 

As the Regional Technology Client Care Manager, you will be primarily focused and responsible for building strong relationships with customers and monitoring their experience with a products and services to meet their needs and receive the highest tech ROI possible. 

You will be a technology advocate supporting customers as they transition from sales prospects, building close relationships beyond any project or process ownership with the business itself. You will work directly with clients, IT and business team to understand and adequately address Client concerns and ensure top-class Client satisfaction with the technology stack through account lifecycle.  

Being the face and the first point of contact for Customers, you will play a fundamental role in Client win and retention as well as building CW brand across the region. 

Core Responsibilities: 

Client Success Enablement 

Manage communication among Customers, Technology Team and Business departments (including Client request and escalations) to ensure smooth and timely information flow. 

Foster customer retention by ensuring a top-tier customer journey 

Educate and mentor employees on maximizing customer satisfaction techniques. 

Collect and analyze data on regular basis to improve customer service health 

Partner with Broader Regional Support teams as a client focused Cohort 

 

Solution Implementation and Project Management  

 

Complete comprehensive project plans to manage Client initiatives 

Support Contract Management process, including preparation of contractual deliverables for technology, key terms, securing IT executive, legal & security input, and approvals 

Work with clients and account teams to document detailed system features and requirements, develop project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility 

Coordinate internal resources and third parties/vendors, ensure availability and allocation for the flawless execution of projects 

Track project performance, analyze the successful completion of short- and long-term goals, manage project tasks and delegate appropriately. 

Coordinate SOW development and approval tracking process 

Perform ongoing project management including maintaining accurate client records with frequent status reports and updates 

Provide project closeout activities and transition to Production support 

Report and escalate to management as necessary to ensure sponsorship and support of “at risk” projects 

 

Solution Development for Clients 

Prepare the architectural and data flow diagrams to support the client solution 

Validate with internal Network and Engineering resources, Security & Compliance for any new software, integration or configuration requiring change management 

Assist and consult the preparation of RFP response materials, as required 

Work with the business development point of contact, preparation of transition plans & activities 

Coordinate the resource requirements, roles & responsibilities for C&W IT, C&W Service Line & Client organizations 

Validate and finalize account requirements and costs for transition and ongoing support for the Clients, as well as working with the overall Transition & Account leads prior to execution of the client transition. 

Maintain competency in GOS Technology  

Contribute to the GOS Technology team knowledgebase with best practices, lessons learned, concept and solutions documents 

Ability to leverage client applications for demonstration, data modelling and process development with the client implementation team 

Provide product roadmap input for improvement of the alignment of the client applications to the business service delivery both current and future. 

 

Business Development 

Conduct research to identify new ways to address Client needs 

Promote the company’s products/services addressing or predicting clients’ objectives 

Acting as a Clients’ SME during pursuit/sales process ensuring account renewal readiness. 

Guiding new and existing customers through the sales funnel 

 

Qualifications: 

Bachelor's degree in Business, Marketing, Technology, or a related field; MBA or advanced degree preferred.  

5+ years of relevant experience as a Customer Success Manager or similar role 

Experience working with brand image and promoting value through customer experience 

Exceptional ability to communicate and foster positive business relationships 

Technical skills required, as they relate to the use of the product or service  

Accountability and personal organization  

Experience in managing a diverse group and training each according to company standards 

Project Management, ITIL or SDLC. Knowledge of service order, contract, supplier management, procurement, and/or accounting practices to aid in the identification, management, and resolution of technology problems for effective client service delivery.  

Experience in providing SDLC solutions with a focus in supplier management, service requests, contact management, contract management, lease administration, and project management. This is required to understand and meet very detailed process and reporting requirements as they vary across different client verticals (ex. government, healthcare, corporate, and retail) 

Microsoft Office / 365, including Access, Project, Visio, SharePoint 

Project Management Methodologies 

IT Infrastructure Library (ITIL) Foundations / Software Development Lifecycle Management (SDLC) 

 

Skills & Personal Qualities: 

Active listening and the ability to determine what customers need 

Analytical and problem-solving skills 

Ability to instruct and educate clients on products and services 

Client-centric approach and demeanor  

Solution Oriented 

Strong Organizational skills 

Ability to set and manage priorities 

CRE Commercial awareness 

Team Player with strong collaboration skills 

Diplomacy 

Ability to motivate people 

Ability to prioritize for others and work to stringent project timescales 

Self-starter 

Ability to articulate ideas to both technical and non-technical audiences 

Keen attention to detail  

Strategic mindset and ability to envision end state and the milestone activities to achieve 

Clear communications and simplicity; ability to speak the language of business and of technology 

Conflict Resolution experience 

 

 

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $191,250.00 - $225,000.00

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without  regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”