Open Roles

Director of Client Operations 

About Cohesion

Unlocking a new era of smart real estate management, Cohesion empowers buildings to enhance security, elevate comfort, boost productivity, improve communication, and tailor the human experience within commercial and enterprise properties. Cohesion stands as the cornerstone of smart building transformation, providing a unified software platform that redefines the potential of real estate assets. Cohesion’s transformative capabilities extend across a diverse range of global commercial real estate, infuse purpose-driven design into spaces, and elevates asset value to new heights. Cohesion is on a mission to sustain a healthy planet by transforming the engagement between people and the built world. Our vision is to accelerate resilience in every building by connecting people, places and the planet. We unify every system and human in buildings to overcome the most significant operational, functional, climate, and economic challenges in the built environment.

Description

We are looking for a Director of Client Operations based in our Chicago office. This role will report to our CEO/Co-Founder, and will work in a highly visible and cross-functional position. The role of a Director of Client Operations is multifaceted, requiring a combination of strong leadership, technology expertise, and a deep understanding of the real estate and property technology industry to effectively manage client relationships and optimize operational efficiency. 

The Director of Client Operations is passionate about forming and driving successful client relationships and can interact with clients at all levels, from building operations staff to senior/executive level clients. This individual manages the growth and evolution of multiple client relationships with millions in annual revenue and can lead complex, multi-dimensional engagements that combine services and large technology deployments.  

What You’ll Do

  • CLIENT RELATIONSHIP MANAGEMENT 
    • Manage the customer relationship after contract signature, focusing on excellence in execution of implementations through high-value customer success and enhanced product offering opportunities.  
    • Build and maintain strong, long-term relationships with clients. 
    • Manage and align all customer communications including gathering customer needs, provide project updates, deliver customer data and KPIs. 
    • Use data analysis to identify growth opportunities and develop revenue strategies that align with client company goals 
  • QUALITY ASSURANCE: 
    • Establish and maintain quality control standards to ensure consistent and exceptional service delivery. 
    • Conduct regular audits and assessments to monitor service quality. 
  • OPERATIONAL LEADERSHIP 
    • Lead and oversee the client operations team, setting clear goals and expectations. 
    • Develop and implement operational strategies to enhance efficiency and productivity. 
    • Monitor and improve operational processes to streamline client services. 
    • SLA management – including incident response, project resourcing and enterprise relationship management. 
    • Implement repeatable and scalable processes to mature the product delivery and customer success departments. 
    • Act as an executive sponsor for large, multi-level implementations 
  • TECHNOLOGY INTEGRATIONS 
    • Identify and implement innovative technology solutions to improve client experiences and operational efficiency. 
    • Collaborate with the technology team to ensure that software and platforms meet client requirements. 
    • Drive solution thinking across directly managed teams and company by creatively solving complex problems. 
    • Integration and IoT vendor management 
  • CLIENT SUPPORT: 
    • Serve as the primary point of contact for clients, addressing inquiries, concerns, and feedback. 
    • Provide solutions to client issues and ensure timely resolution. 
    • Identify and mitigate potential risks to client satisfaction and operational effectiveness. 
  • DATA ANALYSIS AND REPORTING: 
    • Analyze data to identify trends and opportunities for improving client services and operations. 
    • Generate reports and insights to inform decision-making and strategy. 
  • TEAM DEVELOPMENT: 
    • Recruit, train, and mentor client operations staff. 
    • Foster a collaborative and high-performance culture within the team. 
  • QUALITY ASSURANCE: 
    • Establish and maintain quality control standards to ensure consistent and exceptional service delivery. 
    • Conduct regular audits and assessments to monitor service quality. 

Required Qualifications

  • 10+ years of proven, relevant experience in client-facing operations management in the technology or software space 
  • 5+ years of team management and leadership experience 
  • Proven track record of creating happy customers. Own overall client satisfaction and the continuing growth and evolution of the clients 
  • Experience working with enterprise customers  
  • Strong communication skills, especially the ability to relate technical concepts to disparate audiences. 
  • Ability to work out creative and innovative solutions. Must possess excellent solution thinking, communication and analytical skills. 
  • Enthusiastic and with a service attitude and ability to roll up their sleeves 

Desired Qualifications

  • Knowledge of building systems including but not limited to HVAC, security access control and/ or building automation controls. 
  • Experience with the operations of Commercial Real estate 

What you can expect from cohesion

Cohesion is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States. Our benefits are designed to invest in our employees— and their family’s —well-being, including investments in their health, happiness, and well-being.   

  • Receiving a competitive compensation package and potential to participate in an annual performance bonus. 
  • Eligible for generous benefits such as health/dental/vision insurance, short- and long-term disability, and an employer sponsored 401k match program. 
  • Transit Benefits Program – tax-free benefits to assist with commuting costs. 
  • Receiving a monthly cell phone reimbursement 
  • Eligibility to participate in the Wellness Reimbursement Program after 6 months of employment. 
  • Enjoying a responsible unlimited PTO program after 3 months of employment to help employees manage work-life harmony. 
  • Working in an open environment with creative optional brainstorming sessions for all employees   
  • Participating in an Annual All Staff Gathering that is a two-day mix of professional development and fun. 
  • Participating in an all-employee lunch per month, an all-employee breakfast per month, and monthly social event 
  • A hybrid work environment – Chicago-based employees work out of our bright and sunny HQ office Tuesday-Thursday and enjoy snacks, drinks, collaboration space, and an outdoor patio overlooking the Chicago River.  
  • Up to 4 weeks annually of fully remote work  
  • Pet insurance  

  

At Cohesion, we see diversity and inclusion as a source of strength. We believe building trust and innovation are best achieved through diverse thought and practice. Individuals seeking employment at Cohesion are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Apply

or send your resume to [email protected]

  • Location: Chicago, IL - Hybrid
  • Team: Jobs, Operations