Global Customer Experience Consultant

The Global Customer Experience Consultant is responsible for ensuring a positive relocation experience for the customer by managing the day-to-day administration of assigned client global mobility programs, which include, but are not limited to, coordination, approval and management of service deliverables, overall communication between and with the customer, client partners, Altair Team Members, and supplier partners, management of benefit and service expenses, and file & data management.

ESSENTIAL JOB FUNCTIONS:

• Provide a positive relocation experience for each customer.


• Learn and understand assigned clients’ global mobility programs including all policies, processes, and practices.


• Serve as the main point of contact for the customer for the duration of the assignment.


• Communicate the relocation timeline, providing a comprehensive explanation of the relocation processes and policies to the customer.


• Knowledge of Altair supplier partners; serve as primary point of coordination between appropriate supplier partners and customer.


• Manage all data pertinent to each customer’s file, document all relocation activities, dates, and communications in the appropriate Altair technology system.


• Understand and manage expenses connected to relocation deliverables, maximizing the full intent of the benefit.


• Direct day-to-day activities for assigned Associate, as appropriate.


• Mediate between supplier partners to ensure move benefit milestones are accomplished as directed and scheduled.


• Optimize the customer experience by utilizing X-checks/surveys and feedback provided.


• Coordinate with the Financial Specialists to ensure correct, timely, and accurate payment of expenses.

EDUCATION:

Bachelor’s degree or equivalent combination of experience, skills, training, and education required.

TRAINING and EXPERIENCE

• Minimum two years of relocation experience preferred, but not required; with preference for international mobility experience


• GMS certification preferred


• Good knowledge and understanding of global mobility and assignment management


• Second language fluency preferred


• Compensation experience i.e., payroll, balance sheets etc. preferred


• Working knowledge of various software applications and tools including but not limited to Microsoft Office Products, (Word, Excel, PowerPoint)


• Ability to confidently communicate at multiple levels across the Company and across cultures, with customers, clients, and supplier partners


• Adept at interpreting, applying, and communicating policies and processes


• Excellent negotiating skills


• Strong project management skills: ability to manage complex tasks simultaneously


• Calm under pressure; well-developed conflict management and consensus building skills

NOTE: While a knowledge of global mobility / relocation is preferred, others are encouraged to apply. Experience/interest in customer experience within demanding industries such as real estate, hospitality and high-end retail are of particular interest.

WORK/PHYSICAL ENVIRONMENT

Office setting and/or home office work environment. Team members must be able to operate standard office equipment. Most of the work time is spent seated and working at a computer and on the phone.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable team members with disabilities to perform the essential job functions.

Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct. 

The desired location for this position is Altair's Walnut Creek Office. Other locations will be considered, providing Altair operates in the state of residence. Preference will be given to candidates who can work from an Altair office.

Salary range for this position in the SF Bay Area: $70,500 - $78,000; 

The salary is determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data for geographic locations.  The Company in good faith believes that this posted compensation range is accurate for this role at this location at the time of posting.  This range may be modified in the future. The range outside of the SF Bay Area will also differ.

Note: The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.