The Customer Success organization is focused on ensuring clients receive the maximum value from our products and our experts in Product Education, Implementation, Client Advisory, and Support to deliver business outcomes. Together, the teams are focused on retaining and growing our client base. This role is within the Client Advisory team, a group that partners heavily with sales, implementation, and product teams to drive the best possible outcomes, adoption, and overall success for clients on the VTS platform.
As a Director, Property Advisory , you will be a key leader in the Client Advisory department, overseeing the tenant experience focused advisory team. By developing a deep understanding of our customer needs and behaviors, this individual will develop and execute team-wide strategy and initiatives supported by data, process, tools, client communications, and collaboration.
A key strength of this role will be a ‘customer first’ mentality and critical thinking - including developing hypotheses of problems/solutions - and partnering with Sales, Implementation and Services, Product, Support, Product Education, and CS Operations. This role must operate independently, rapidly, and be unafraid to fail-fast and/or continuously iterate on improvements.
To thrive in this role, you should have experience with and enjoy leading large, global teams, building outcome-focused frameworks, rolling out and coaching towards best-in-class playbooks, and thinking strategically towards driving business team direction while being accountable to our client’s success and ultimately net retention. You should be passionate about improving customer experience and managing change hands-on. The cross-functional nature of the role requires the candidate to be able to emphasize, influence, communicate, and negotiate as required.
Here’s what you can expect as a Director, Property Advisor:
- Industry / Client Expertise and Outcomes Alignment: A deep understanding of the CRE and, more specifically, tenant experience industry to develop an outcome framework tied to platform value and adoption.
- Playbook Development and Rollout: Expertise in developing a customer success playbook and successfully rolling out across a large team to drive high-performing and standardized services.
- Client Strategy Execution: A strong ability to understand client needs, recognize patterns, and develop/coaching towards a strategy to drive outcomes and customer success.
- Relationship Building: Build trusted relationships with executive sponsors and key stakeholders both internally and externally for how VTS is used to achieve desired business outcomes.
- Detailed Product/Service Knowledge: Be an expert on VTS products and services and understand how they can be leveraged to help clients achieve desired outcomes.
- Lead Visibly: Be active within your team and the company - participate in meetings; volunteer to lead initiatives; escalate questions or issues to leadership; seek feedback; engage your reports, manager, or other leadership for support when needed.
- Lead to Scale: Lead a high-performing team and define team success within the company with input from all levels and build a measurement framework for this success.
- Create Strategic Vision: Create team OKRs aligned with company goals and monitor progress against them.
Required Skills
- 5+ years in customer success/advisory leadership roles leading large, global teams
- Experience in the commercial real estate and tenant experience industries
- Client facing comfortability including handling emergency/crisis situations
- Excellent communication and presentation skills to clients or internal executives
- Strong ability to develop strategy, think critically and coach accordingly
- Project management, dashboarding, measurement, and planning skills
- Tools: worked in/worked with ZenDesk, JIRA, Google Docs, Macros, Looker or BI tool, Gainsight, SFDC, Miro boards
- Connectivity to industry or product groups (eg. Customer experience/CX, Customer Success forums, TSIA, or Gainsight or Zendesk communities)
About VTS
VTS is the commercial real estate industry’s only technology company that unifies owners, operators, brokers, and tenants in a single platform to capitalize on opportunities revealed in every square foot of their properties. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 12 billion square feet of office, retail, and industrial space is managed through our platform worldwide.
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