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Job Title

Portfolio Administration, Client Relationship Manager (CRM), West Region

Job Description Summary

Responsible for driving profitability, overall client satisfaction and exceptional service delivery for all

assigned Portfolio Administration accounts within the assigned region. Provide leadership and

management across all aspects of the accounts, for relationship management, growth & talent, culture

management and financial performance.

• The overall role includes but is not limited to the management of the following:

o Drive an inclusive and positive culture

o Manager and associate development

o Escalation point for client & associate matters

o Client experience

o Service delivery standards

o Assist with staffing needs

o Assist with tours and client visits as necessary

o Drive financial Performance

Job Description

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Actively manage account talent by providing talent reviews, performance reviews and succession planning for all staff within the assigned region. Including but not limited to 9 block ratings with the management team highlighting rising stars, low performing associates, and subject matter experts.

• Host monthly meetings with management team and all associates on their respective accounts.

• Connect associates to regional leadership teams and with each other • Provide a forum for managers to discuss concerns, clients, associates and highlights within the region

• Review health of current accounts and team including the culture of team, staffing and opportunities for expanding scope as necessary

• Run proformas for ongoing accounts, no less than annually, to ensure profitability or for proposed staffing changes based on gearing ratios, scope & current client needs

• Work with PA PSC Operations Lead to manage staffing requirements including allocations, expanded needs, Proforma adjustments, etc.

• Coach managers on communicating performance of their associates to determine next steps

o Rising Stars: opportunities for additional exposure, projects, and recognition o Associates needing improvement: what trainings are needed, having critical conversations, documenting conversations/PIPs where necessary

• Proactively develop and maintain strong client relationships

• Serve as first point of escalation for all matters relating to a client within the assigned region

• Drive profitability through management of the P&L for the accounts within the assigned region

• Manage contract performance and scope to ensure meeting of all deliverables for the accounts within the assigned region, including SOC compliance

• Review a list of expiring contracts within the next 6 months & coordinate with Ops Lead opportunities for expanded scope, extended renewals, increased/decreased pricing, technology enhancement, etc.

• Develop and deliver transformational strategies to maximize account performance, including review of allocations and implementation of best practices

• Identify and resolve inefficiencies in existing account processes and work with existing manager to determine how to improve

• Assist in the oversight of client projects

• Assist with client tours, business development, client visits, and support with client transformations and onboarding of new clients • Support new business initiatives through CoStar technology demonstrations, creating pricing and understand proposal activities

• Support K2 (Budapest PSC) Transitions and Integrated Portfolio Management initiatives

• Support and assist with departmental and companywide initiatives and ensure company standards are implemented, met and maintained

• Have a thorough understanding of the Portfolio Administration Platform and identify opportunities for enhancing service solutions and capabilities to existing clients

KEY COMPETENCIES

1. Demonstrated leadership/management skills

2. Strong Customer Service Skills

3. Strong Communication Proficiency (oral and written)

4. Presentation Skills

5. Organization Skills

6. Technical Proficiency

7. Analytical Skills

8. Research Skills

9. Detail Oriented

10. Interpersonal Skills

11. Sense of Urgency

EDUCATION

• Bachelor’s Degree preferred in any field; business, finance/real estate, accounting ideal

ADDITIONAL ELIGIBILITY QUALIFICATIONS

• 5+ years of relevant work experience

• Ability to understand, interpret, and abstract complex real estate lease terminology

• Working knowledge of financial terms and financial statements

• Ability to manage multiple priorities

• Strong proficiency with MS Office Suite (MS Word, Excel and PowerPoint)

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate with others and exchange accurate information; operate a computer and other office productivity machinery; move about the workplace; remain in a stationary position for 75% of the time; and extend hands and arms in any direction.

AAP/EEO STATEMENT

C&W provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, C&W takes affirmative action to ensure that applicants are employed and employees during employment are treated without regard to any of these characteristics. Discrimination of any type will not be tolerated.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Note: This job description includes the core responsibilities for C&W. These duties may have slight modifications based on the regional location

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at **1-888-365-5406** or email **[email protected]** . Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”