Client Services Director (Remote - US)

📋 Description

• • Own the end-to-end client journey for One11, Altus Group’s fast-growing services arm serving the multifamily and commercial real-estate (CRE) markets. You will act as the single point of accountability for client satisfaction, retention, and expansion, translating complex business needs into measurable service outcomes.
• • Architect and execute a client-experience strategy that differentiates One11 in a crowded PropTech landscape. This includes mapping the ideal customer lifecycle, defining service-level agreements, and continuously refining delivery playbooks so every engagement feels bespoke yet scalable.
• • Lead, inspire, and scale a distributed team of Senior Consultants, Team Leaders, and Managers located across U.S. time zones. You will set crystal-clear OKRs, coach for high performance, and cultivate a “people-first” culture that lives Altus Group’s core values: Think Boldly, Work Inclusively, Lead with Integrity, Strive to Outperform, Create Exceptional Experiences.
• • Translate real-time client feedback and market signals into actionable product and process improvements. You will partner with Product, Engineering, and Data Science to prioritize roadmap items that maximize client ROI and reduce time-to-value for new features.
• • Build and maintain a data-driven resource-management engine. Using utilization, forecasting, and elasticity models, you will balance client demand with supply of specialized talent—ensuring on-time, high-quality delivery while protecting margins.
• • Serve as the external face of One11 at industry conferences, webinars, and client advisory boards. Your thought leadership will reinforce Altus Group’s reputation as the definitive source of asset- and fund-level intelligence for CRE decision-makers.
• • Establish and nurture strategic partner channels—property-management system vendors, system integrators, and regional broker networks—creating referral pipelines and co-innovation opportunities that accelerate revenue growth.
• • Champion continuous employee engagement through career-pathing, succession planning, and targeted development plans. You will identify high-potential team members and fast-track them into leadership roles, ensuring bench strength for a rapidly scaling business.
• • Monitor competitive landscapes and emerging PropTech trends. You will package insights into quarterly business reviews that inform pricing, packaging, and positioning decisions, keeping One11 two steps ahead of the market.
• • Drive operational excellence by instituting KPI dashboards that track client health, NPS, renewal probability, and services profitability. You will present findings to the executive committee and pivot tactics when leading indicators drift off-target.
• • Collaborate cross-functionally with Sales to craft expansion proposals and with Finance to model multi-year contract value. Your commercial acumen will directly influence Altus Group’s revenue trajectory and investor narrative.
• • Foster an inclusive, remote-first culture where every team member feels welcomed, accepted, and valued. You will implement rituals—virtual stand-ups, recognition programs, and diversity roundtables—that sustain high trust despite physical distance.