What are the responsibilities and job description for the Director of Client Relations position at Cardone Training Technologies, Inc.?
About The Job
This is full-time Monday to Friday 8.20am to 6pm, with additional hours/times as needed in Aventura, FL. No hybrid or remote.
About The Company
Here at Grant Cardone Enterprises , it's our mission to positively transform companies by providing leaders and salespeople with the very best business and sales training so they can become masters of their crafts, build unified cultures, and drive revenue and profit so they can help build a better future.
We help small sized to Fortune 500 companies reach new revenue targets by finding overlooked opportunities and customizing the business process to be more effective.
Our vision is to reach every individual across the world, and give them the right tools to help them 10X their life.
Overview
As the Director of Client Relations , you will be at the forefront of delivering a five-star customer experience to our clients - including, small business owners, real estate investors and entrepreneurs. This leadership role focuses on elevating our client experience by minimizing pain points and resolving issues with professionalism and empathy. You will guide a team of Client Relations Managers to ensure that every interaction enhances our brand image and builds lasting client loyalty.
Your role will involve training and mentoring your team to always offer proactive, solution-oriented responses—whether addressing product concerns, handling event inquiries, or managing refund requests. By providing continuous training and fostering a culture of exceptional service, you will empower the team to deliver an unparalleled experience that reinforces our reputation for excellence.
Key Responsibilities
Client Relationship Management & Solution-Focused Support:
This is full-time Monday to Friday 8.20am to 6pm, with additional hours/times as needed in Aventura, FL. No hybrid or remote.
About The Company
Here at Grant Cardone Enterprises , it's our mission to positively transform companies by providing leaders and salespeople with the very best business and sales training so they can become masters of their crafts, build unified cultures, and drive revenue and profit so they can help build a better future.
We help small sized to Fortune 500 companies reach new revenue targets by finding overlooked opportunities and customizing the business process to be more effective.
Our vision is to reach every individual across the world, and give them the right tools to help them 10X their life.
Overview
As the Director of Client Relations , you will be at the forefront of delivering a five-star customer experience to our clients - including, small business owners, real estate investors and entrepreneurs. This leadership role focuses on elevating our client experience by minimizing pain points and resolving issues with professionalism and empathy. You will guide a team of Client Relations Managers to ensure that every interaction enhances our brand image and builds lasting client loyalty.
Your role will involve training and mentoring your team to always offer proactive, solution-oriented responses—whether addressing product concerns, handling event inquiries, or managing refund requests. By providing continuous training and fostering a culture of exceptional service, you will empower the team to deliver an unparalleled experience that reinforces our reputation for excellence.
Key Responsibilities
Client Relationship Management & Solution-Focused Support:
- Foster strong, lasting relationships with VIP clients, high-net-worth individuals, and business owners, always keeping their needs and satisfaction at the forefront of every interaction.
- Guide the team to ensure all client pain points—whether related to products, services, events, or refunds—are handled with care, professionalism, and efficiency, creating smooth resolutions that enhance the client experience.
- Develop strategies and best practices to minimize common client issues, ensuring your team is equipped to solve problems before they escalate.
- Lead, mentor, and inspire a team of Client Relations Team Leaders and Specialists, training them on how to approach every client interaction with a solutions-first mindset.
- Train the team on conflict resolution techniques, focusing on turning challenges into opportunities for client satisfaction and trust-building.
- Conduct regular training sessions on offering solutions that address common pain points—such as product returns, event logistics, and service inquiries—and empower the team to act quickly and decisively.
- Reinforce a customer-first approach that always prioritizes finding solutions and turning negative experiences into positive ones.
- Ensure the team delivers consistent, high-quality service that strengthens our brand image as a luxury, client-centric company.
- Train the team on how to represent the company’s values in every interaction, with a focus on delivering service that enhances both the client’s perception of the company and the overall brand reputation.
- Oversee team communication, ensuring clients are always met with solutions that enhance their perception of our products and services, while upholding the highest standards of professionalism and care.
- Oversee the onboarding process for high-net-worth corporate clients, ensuring a seamless, personalized transition onto our platform, and addressing any early-stage pain points.
- Provide specialized support for client inquiries, ensuring they have all the information they need regarding services, events, and products.
- Work with the team to proactively address potential pain points during the onboarding process, anticipating and resolving issues before they impact the client.
- Take ownership of resolving complex or escalated issues, particularly those that affect high-profile clients or VIP accounts.
- Train your team to identify early signs of dissatisfaction and implement quick solutions that minimize client frustration, whether related to refunds, event questions, or service-related concerns.
- Focus on turning potentially negative situations into opportunities for long-term loyalty, demonstrating commitment to the client’s satisfaction and business goals.
- Mentor the team in upselling and cross-selling techniques, ensuring recommendations are always aligned with the client’s needs and goals.
- Teach the team how to identify opportunities for additional services or products, focusing on the value they will provide to the client, while maintaining a solution-oriented, consultative approach.
- Track performance and results, offering feedback and additional coaching on improving upselling techniques and driving sales without compromising client trust.
- Oversee the client experience during luxury events, ensuring all client questions or concerns related to event logistics, schedules, or special requests are met promptly and effectively.
- Collaborate with event teams to ensure that client issues are resolved swiftly, and that the overall experience is flawless, reflecting the premium nature of the brand.
- Actively manage the client experience during high-profile events, addressing any last-minute needs or concerns with ease and professionalism.
- Monitor key performance metrics for the team, focusing on customer satisfaction, speed of issue resolution, and overall client experience.
- Regularly assess team performance, looking for areas to streamline workflows or improve training, with a constant focus on reducing pain points for clients.
- Work with internal teams to improve processes, ensuring that solutions are delivered in a timely and efficient manner, reducing friction in the client journey.
- Be available to support evening and weekend client needs, particularly during events or when urgent matters arise that require your attention.
- Travel to client locations or event venues as needed, providing on-site support to ensure that clients receive the highest level of service, regardless of location.
- 5 years of experience in luxury hospitality, client relations, or high-end customer service, with a proven track record of working with VIP clients, Business Owners, and high-net-worth individuals.
- Strong background in managing client-facing roles in luxury hotels, resorts, or similar high-profile service environments.
- Experience in handling complex customer service issues, including refunds, event logistics, and product/service inquiries, with a strong ability to turn these challenges into positive experiences.
- Familiarity with Grant Cardone’s sales methodologies or similar high-performance techniques is a plus.
- Exceptional leadership, communication, and interpersonal skills, with the ability to train and mentor a team to provide top-tier, solution-oriented service.
- Ability to manage high-pressure situations with grace, always focused on finding solutions that benefit both the client and the company.
- Expertise in conflict resolution, with the ability to de-escalate tense situations and turn dissatisfied clients into loyal advocates.
- Proficiency in CRM tools (e.g., HubSpot) and other relevant client management software.
- Some Sales experience preferred
- A solution-oriented mindset with a passion for minimizing pain points and maximizing client satisfaction.
- Positive, proactive, and results-driven, with a deep commitment to maintaining a high standard of client service and fostering team excellence.
- High level of discretion and professionalism, especially when managing sensitive issues with VIP clients or high-profile individuals.
- Comfortable working under pressure while maintaining a calm, positive, and client-first attitude.
