- Facilitate transition of client's main point of contact from Sales Executive 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
- Cross-train with existing senior members of the client support team
- 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 Regional Sales Manager and 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 QUALIFICATIONS
- Bachelor's degree or equivalent experience
- Experience in a customer facing role.
- Experience using the Microsoft Office suite of applications (Excel, Outlook, and Word).
- Chinese Language skills
- Prior experience working at a hotel property or in a hotel corporate environment
- Experience working with a CRM system, with case management systems
- 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.
Client Relations Advisor, STR - Beijing, 中国 - CoStar Group
描述
RESPONSIBILITIES