Client Relations Advisor - STR

Job Description

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 35 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 is the global leader in hospitality data benchmarking, analytics and marketplace insights for the global hospitality industry. STR delivers data that is confidential, accurate and actionable to empower our clients to strategize and compete in their markets. 

Learn more about STR - https://str.com/about

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. As well as having an outstanding working environment based in iconic buildings the Shard and BluFin. Other perks include full private medical cover, dental cover, Life Assurance and member rewards, 28 days annual leave, a competitive pension, season ticket loans, enhanced maternity and paternity pay, birthday lunches and much more!

COMPANY OVERVIEW

Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight on commercial property values, market conditions and current availability. Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; LoopNet the number 1 commercial real estate marketplace; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry. Headquartered in Washington, DC, CoStar Group maintains offices throughout the U.S. and in Europe, Canada, and Asia with a staff of over 5,300 worldwide.

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.

However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.

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