Client Services Manager

Choose Chicago; Chicago (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Choose Chicago is seeking a Client Services Manager to service assigned accounts in Chicago and coordinate with show management, members, and city departments. You will ensure high-quality service, manage timelines, and support city marketing efforts.

The role requires strong communication, relationship building, and the ability to travel as needed; CMP designation may be preferred.

Qualifications

• Bachelor's degree preferred or equivalent practical experience.
• CMP designation preferred (strong preference given to CMP holders).
• Two (2) to four (4) years of related project management experience showing progressive growth and learning and/or training equal to the skill level needed to perform this position.
• Occasional travel required.
• Prior experience in the hospitality, convention bureau or sales industry required.
• Understanding of marketing and promotional efforts/concepts.
• Prior management experience helpful.
• Position requires significant amount of independent judgment.

Responsibilities

• Maintain continual communication with clients through direct contact, phone calls, e‑mail, letters and personal visits and create customer/partner relationship.
• Must be a team player with a great understanding of the importance of exceptional customer service.
• Contribute to the development of Choose Chicago's goals by assessing each account, customizing programs and working with the appropriate budget to complement the clients needs; develop and present the proposal to the client.
• Forecast expenditures and work within +/- 5% of the designated client budget.
• Maintain concise account profiles in Simpleview, and complete and organized paper and electronic files in an accurate and a timely fashion.
• Manage timeline for services with assigned accounts in order to provide the highest possible level of customer service.
• Maintain a current knowledge base of the Choose Chicago Meeting Professionals Guide, Partners, and City of Chicago programs as it relates to providing educated recommendations to clients.
• Coordinate and confirm site inspections through the development of itineraries, including assignment of housing and transportation arrangements. Accompany clients on visits.
• Facilitate all city and state requests including welcome letters for the Mayor and Governor, banner requests and airport signage.
• Develop new programs, or recommendations for updating existing programs to enhance and increase the usage of the department's services.
• Support partnership base through referrals and attendance of meetings and special events.
• Develop, promote, and execute Chicago's Were Glad You're Here! program recognition and retention services through individual account needs assessment.
• Promote Choose Chicago's preferred housing vendor to all clients.
• Travel to promote the city for future Chicago shows for qualifying/applicable accounts.
• Travel to appropriate and necessary client appointments as needed.
• Comply with established policies and guidelines applying to the Choose Chicago operations and employee conduct.

Skills

Customer service

Communication

Teamwork

Organizational skills

Travel readiness

Education

Bachelor's degree or equivalent

CMP designation preferred

Tools

MS Office

Job description

Job Details

Job Location: Corporate Headquarters - CHICAGO, IL 60616

Salary Range: $70,000.00 - $80,000.00

POSITION SUMMARY

The Client Services Manager (CSM) is responsible for providing the highest quality services to assigned accounts that meet in Chicago; to disseminate service materials to such organizations in a timely fashion; to provide show management with promotional support in the form of destination marketing resources, attendance building, and city recognition.

Works in partnership with the Sales Department to service confirmed business in Chicago by acting as a liaison between show management, Choose Chicago members and city departments. The CSM is the main representative of all that is Chicago to our convention clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain continual communication with clients through direct contact, phone calls, e‑mail, letters and personal visits and create customer/partner relationship.
• Must be a team player with a great understanding of the importance of exceptional customer service.
• Contribute to the development of Choose Chicagos goals by assessing each account, customizing programs and working with the appropriate budget to complement the clients needs; develop and present the proposal to the client.
• Forecast expenditures and work within +/- 5% of the designated client budget.
• Maintain concise account profiles in Simpleview, and complete and organized paper and electronic files in an accurate and a timely fashion.
• Manage timeline for services with assigned accounts in order to provide the highest possible level of customer service.
• Maintain a current knowledge base of the Choose Chicago Meeting Professionals Guide, Partners, and City of Chicago programs as it relates to providing educated recommendations to clients.
• Coordinate and confirm site inspections through the development of itineraries, including assignment of housing and transportation arrangements. Accompany clients on visits.
• Facilitate all city and state requests including welcome letters for the Mayor and Governor, banner requests and airport signage.
• Develop new programs, or recommendations for updating existing programs to enhance and increase the usage of the department's services.
• Support partnership base through referrals and attendance of meetings and special events.
• Develop, promote, and execute Chicagos Were Glad Youre Here! program recognition and retention services through individual account needs assessment.
• Promote Choose Chicagos preferred housing vendor to all clients.
• Travel to promote the city for future Chicago shows for qualifying/applicable accounts.
• Travel to appropriate and necessary client appointments as needed.
• Comply with established policies and guidelines applying to the Choose Chicago operations and employee conduct.

Perform a variety of administrative tasks.

Perform other duties as assigned by the Vice President, Client Services and Directors of Client Services.

QualificationsMINIMUM QUALIFICATIONS

• Bachelors degree preferred or equivalent practical experience.
• CMP designation preferred (strong preference given to CMP holders).
• Two (2) to four (4) years of related project management experience showing progressive growth and learning and/or training equal to the skill level needed to perform this position.
• Occasional travel required.
• Prior experience in the hospitality, convention bureau or sales industry required.
• Understanding of marketing and promotional efforts/concepts.
• Prior management experience helpful.
• Position requires significant amount of independent judgment.

KNOWLEDGE, SKILLS, AND ABILITIES

• Understanding of Chicagos attractions, hotels and special event venues.
• Ability to effectively use MS Office products including but not limited to Word, Excel, Outlook, Power Point, etc.
• Possess excellent written and verbal communication skills; exceptional spelling, punctuation and grammar skills.
• Ability to represent Choose Chicago in a professional manner while interfacing with internal and external clients.
• Possess excellent logic, organizational and time management skills.
• Ability to manage and work simultaneously on multiple projects and with multiple clients.

PHYSICAL REQUIREMENTS AND ENVIRONMENTAL CONDITIONS

• Ability to perform work utilizing a computer for extended periods of time.
• Ability to sit for extended periods of time in performing the work.
• Ability to grasp objects utilizing the fingers (fine motor manipulation).
• Ability to travel by air or ground transportation (includes personal and public transportation) as required in performing the work.
• Ability to travel throughout the city, including prolonged standing and walking as it is very often necessary when conducting a site inspection.
• Ability to work nights and weekends as needed. Working evenings includes, but is not limited to attending business exchanges, venue openings/receptions/client dinners, etc.