Revantage

Customer Experience Manager

Job Locations US-TX-Dallas

 

Link Logistics is a leading national owner of last-mile logistics real estate designed to meet the needs of the modern supply chain. The Company, established in 2019 by Blackstone, operates the largest portfolio of logistics real estate assets located exclusively in the U.S., including more than 500 million square feet in dynamic markets nationwide. Link has the scale, geographic footprint and logistics expertise, as well as a heightened focus on sustainability, to power the supply chain of tomorrow.


 


Because we believe that good business must be synonymous with doing good, strong environmental, social and governance practices are foundational to our identity as a firm. These practices include setting ambitious goals to combat climate change, partnering with local nonprofits, and prioritizing internal diversity, equity and inclusion efforts. We seek to use our position, ideas and influence to drive progress in our industry and the wider world.  At Link, we give our customers space to grow—and we give people space to grow, too.


 


Link’s Customer Experience team is responsible for building meaningful, lasting relationships with key customers and the largest occupiers of logistics real estate in the US. The Customer Experience Manager will report directly to the Director of Customer Experience. The Customer Experience Manager is an integral part of the Customer Experience team that strives to provide best in class service to our multi-market customers across the entire portfolio. The Customer Experience Manager helps to ensure the customer journey, from being a leasing prospect through their time in occupancy of a Link building, is a first-class experience that includes an elevated level of customer satisfaction, quick problem resolution, white glove service, concierge style benefits and that LINK is identified as best in class. This newly created team will collaborate with various departments across Link to ensure the delivery of a consistent and frictionless customer experience. Exceptional growth opportunity within Link for the right candidate.


 


*Please note internal applicants may be able to work remote for this role. 

RESPONSIBILITIES

  • Partner cross functionally with key stakeholders to ensure the delivery of a consistent customer experience throughout the customer journey.
  • Create, maintain, grow, and foster quality relationships with existing multi-market customers to enhance the customer experience.
  • Identify existing and new opportunities for enhancing service solutions and capabilities.
  • Dedication to delivering exceptional customer engagement through initiative-taking and responsive service.
  • Provide feedback and reporting based on customer engagement
  • Ability to execute a plan to proactively anticipate customers’ needs and resolve pain points during a customer’s lease term including but not limited to communications and delivery methods of COI’s, CAM reconciliations, inspections, annual budget estimates, capital projects and accounts receivable.

QUALIFICATIONS


  • 5+ years of experience in major account management, high level customer service or relevant experience in property, asset, or lease management.

  • Must be able to develop and maintain strong, long-term relationships with portfolio of customers and can communicate with both local and corporate contacts on customer side.

  • Must be able to use technical tools (ex: CRM, Yardi, SMS, Salesforce) to gather data/metrics and develop customer insights. Proficient in lease analysis and lease administration skills.  

  • Previous experience in property, asset, or lease management with a concentration in customer relationship management a plus.

  • Ability to identify additional revenue opportunities with Link value-added products and services.

  • Must be able to work well internally by navigating different departments within Link (leasing, accounting, construction, property management, transactions etc.).

  • Must possess strong people skills and an ability to develop strong relationships with customers.

  • Experience with property transitions, portfolio acquisitions or company mergers.

  • Experience with budgeting cycles and CAM reconciliation processes preferred

  • Strong analytical and critical thinking skills, considers the big picture when making decisions.

  • Ability to multi-task; prioritize and work with minimal supervision while managing competing deadlines.

  • Ability to be flexible and adapt to changing situations in a high growth company.

  • Bachelor’s Degree preferred.


 


EEO Statement


Our company is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our employment decisions are based on individual qualifications, job requirements and business needs without regard to race, color, marital status, sex, sexual orientation, gender identity and/or expression, age, religion, disability, citizenship status, national origin, pregnancy, veteran status and or any other legally protected characteristics. We are committed to providing reasonable accommodations, if you need an accommodation to complete the application process, please email employment@linklogistics.com


 


 


 


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