JOB SUMMARY Working with a client-centric mentality, responsible for developing and maintaining business relationships with highly/complex major client accounts of strategic significance to promote brand awareness, source business opportunities, and facilitate a long-term business relationship. Formulates and implements business strategies to achieve successful business relationships and exceptional client outcomes. Provides ongoing support to high value clients ensuring they receive high quality customer service. Maintains relationships with clients at the senior management or executive level. Supported by Client Care resources including the Client Care operations team and the Client Knowledge Center platform team. Works with Global Relationship Manager (GRM) to deliver on GRM objectives. Interfaces with the senior most executives at CBRE and regularly works in the matrix with Divisional and Line of Business leadership and direction.
Characteristics of responsible client accounts:
Scope: Select group of complex/major client accounts of strategic significance Complexity: Very high Geography: Global Number of client accounts: Approximately 4-6
High degree of travel is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES Ensures each assigned Client Care client is (1) being managed pursuant to Client Care Account Management best practices and account standards, and (2) receiving applicable elements of the Client Care Value Proposition. These essential duties and responsibilities are coordinated with and in support of the GRM and include but are not limited to the activities outlined below:
Establishes performance metrics jointly created and approved with client and GRM and reviewed at least quarterly with the Client Service Plan (CSP).
Reviews the outcomes delivered with clients at least annually in a separate process than reviewing client objectives. Refers to the updated CSP document used with specific outcomes defined.
Generates internal Quarterly Snapshot, which is performance against KPIs.
Manages core client meetings and calls.
Maintains routine calls with internal client team to coordinate efforts, and with client representatives to provide regular updates.
Ensures the best and right CBRE talent on all key assignments.
Expedites problem solving on all account issues and addresses any issues or negative feedback raised by the client.
Provides an organized, formal Capital Markets deal flow call with the client acquisition/disposition leadership for asset, portfolio and/or platform opportunities. Timing is contingent on specific client needs.
Ensures clients have access to bespoke research reports and early access to CBRE Thought Leadership pieces and events.
Keeps abreast of and has access to global best practices by attending regular briefings by top global practitioners, and early review of CBRE technology and business innovations in order to provide solutions and services to meet the needs of the client.
Performs other duties as assigned.
SUPERVISORY RESPONSIBILITIES May have supervisory responsibilities in this position. Has the ability and is fully competent to provide supervisory responsibilities if called upon. Mentors and coaches team members to maximize team performance through career development and succession planning activities to further develop competencies. Leads by example and models' behaviors that are consistent with the company's values.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and EXPERIENCE Bachelor's degree (BA/BS) from four-year college or university and a minimum of 15+ years of comprehensive experience in commercial real estate or field related experience and/or training.
Master's degree preferred.
Client-side experience and background in capital markets, real estate finance, acquisitions/dispositions, global capital flows preferred; Deep understanding of primary commercial real estate investor lines of businesses.
CERTIFICATES and/or LICENSES None.
COMMUNICATION SKILLS Excellent written and verbal communication skills. Ability to foster a strong service-orientation and an "advisory role" in client relationships. Strong organizational and analytical skills. Ability to provide efficient, timely, reliable and courteous service to customers. Ability to generate powerful, effective and persuasive presentations on complex topics to employees, clients, top management and /or public groups; excels at public speaking. Ability to inspire, persuade and motivate employees toward excellence by leading by example and building collaborative relationships. Ability to excel at conflict resolution and win-win negotiations to negotiate effectively with key employees, top management and client groups and respond effectively to sensitive issues. Clearly support others by providing honest, open, two-way communication.
FINANCIAL KNOWLEDGE Requires advanced knowledge of financial terms and principles. Adept at analyzing financial reports and monitoring/controlling expenses. Ability to calculate and review the complex financial reports prepared by others and to make recommendations to executives that impact the line of business.
REASONING ABILITY Ability to comprehend, analyze, and interpret complex documents. Ability to solve problems involving several options in complex situations. Requires Expert level analytical and quantitative skills. Teacher and student of cognitive thought process. Ability to stay calm and professional under pressure.
OTHER SKILLS and/or ABILITIES Strong relationship management and business development skill set and strong aptitude for collaboration and client results.
Demonstrates aptitude in utilizing technology.
Proficient with Microsoft Office Suite.
Fluent in English.
SCOPE OF RESPONSIBILITY Decisions made with thorough understanding of procedures, company policies, and business practices to achieve general results and deadlines. Responsible for setting work unit and/or project deadlines. Errors in judgment may cause long-term impact to department.
Internal Number: 19013049
With broader and deeper capabilities than any other company, CBRE is the leading full-service real estate services and investment organization in the world.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2017 revenues of $14.2 billion and more than 80,000 employees (excluding affiliate offices). CBRE has been included in the Fortune 500 since 2008, ranking #214 in 2017. It also has been voted the industry’s top brand by the Lipsey Company for 17 consecutive years, and has been named one of Fortune’s “Most Admired Companies” in the real estate sector for six years in a row. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
CBRE offers a broad range of integrated services, including facilities, transaction and project management; property management; investment management; appraisal and valuation; property leasing; strategic consulting; property sales; mortgage services and development services.