When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

In this role, you will be Hines' day-to-day relationship partner with Airbnb, acting as a trusted advisor and strategic thought leader to grow the business efficiently. The Account Director ensures alignment between Airbnb and Hines subject matter experts such as Facilities and Engineering, as well as external partners, to guarantee best-in-class operations. You will be responsible for developing and managing annual strategic plans that ultimately enhance the client’s business. Responsibilities include, but are not limited to:

• Client Relationship Management & Development
  • Managing a team of Hines FTE 
  • Manages the client relationship, acting as a trusted advisor and strategic thought leader to meet and exceed the client’s expectations
  • Demonstrates credibility, integrity, and thought leadership, influencing business outcomes
  • Manages enterprise-wide client relationships at senior levels, while acting as an extension of the client’s executive management team as necessary
  • Creates alignment between client needs & organizational delivery
  • Manages issue escalation and conflict resolution
• Strategic Planning & Value Creation: Account Growth
  • Acts as an expert in client’s business, culture, and strategy by pro-actively contributing to the improvement of the service delivery
  • Supports execution of client’s business through the development and execution of an Account Business Plan and Operating Budget
  • Influences the client’s planning and budgeting process to enhance value and optimize performance
  • Represents the client’s best interests externally to the market and community
  • Strategic interpreter of needs and identifier of new value-added services
  • Accommodates, plans, integrates portfolio expansion & contraction
  • Ensures the successful management of scope expansion & renewal activities
  • Establishes and executes resource & talent strategy
• Service Delivery Integration and Assurance
  • Acts as single point of contact for communication to and from the senior client representative
  • Acts as team leader and is responsible for provision of all services that touch the client; manage escalation process and business changes that impact service delivery
  • Maintains effective communication on significant matters with and between all functional areas of the account team and the service delivery team
• Contract Management and Governance
  • Accountable for financial performance of the Client’s “spend”      
  • Ensures fulfillment of vendor contracts, and sets the tone and culture for the way Hines delivers services
  • Engages Hines senior executive involvement on a regular basis to leverage the broader Hines expertise as part of delivering an integrated set of services
  • Regularly engages Hines FM Platform and Central Operations and Engineering Services (COES) involvement to support the client objectives as part of delivering an integrated set of services

Minimum Requirements include:

• Bachelor's degree in business administration, management, finance or equivalent from an accredited institution
• Ten or more years of related Integrated Facilities Management experience
• Experience acting as highest level relationship owner to a large client

• Experience managing client relationships

• Experience developing and managing significant OPEX and CAPEX budgets

• Experience mentoring others, building, leading and mentoring teams
• Possess high Emotional Intelligence (EQi)
• Manages in a diverse and dynamic environment with cross/multi regional responsibilities
• High level of personal credibility, integrity, client relationship management, networking, collaboration and interpersonal skills
• Demonstrated track record in the development & implementation of strategic plans
• Exceptional collaboration and persuasive skills / consultative skills and ability to prioritize
• Understanding of contracts and commercial FM models in the market
• Strong communication and presentation skills, and industry knowledge and trends
• Interprets and manages risk, and delivers results
• Ability to work effectively in an environment of ambiguity & constant change
• Advanced knowledge of Microsoft Office Word and Excel
• Compensation: $190,000 - $210,000 + Bonus

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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