Client Relations Advisor - STR

Client Relations Advisor - STR
Job Description
OVERVIEW
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 Hendersonville, Tennessee, an international headquarters in
London, and an Asia Pacific headquarters in Singapore.
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/country Sales Managers and Client
Product Support 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 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
* 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 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
BASIC QUALIFICATIONS & EXPERIENCE
* Three or more years of experience in a customer facing role
* Five or more years of experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
PREFERRED QUALIFICATIONS & SKILLS
* Prior experience working at a hotel property or in a hotel corporate environment
* 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:
Working at CoStar Group means you'll enjoy a culture of collaboration and
innovation that attracts the best and brightest across a broad range of
disciplines. In addition to generous compensation and performance-based
incentives, you'll be supported in your professional growth.
We welcome all qualified candidates who are currently eligible to work full-
time in Singapore to apply. Please note that CoStar is not able to provide
visa sponsorship for this position.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-
free workplace and perform pre-employment substance abuse testing