SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like residential, retail and restaurant with a dense Affiliate (vendor) network that specializes in more than 45 trades like landscaping, plumbing and HVAC. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders daily. 
 

Every day we strive to provide the best service to our customers through relentless innovation, ambition, passion for people, accountability and unquestionable integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture. 

Summary
The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.

Responsibilities
• Uncover and understand client objectives, challenges and needs by performing regular client needs assessments
• Leverage internal resources to enhance the customer experience
• Establish and grow senior relationships with assigned customers
• Prevent and/or resolve escalated client issues
• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Develop a quarterly plan to translate customer objectives into an overarching strategy
• Actively participate in long range strategic planning for customer
• May contribute to senior level client meetings and attends regular client status meetings as appropriate
• Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers
• Manage relationships both proactively and reactively
• Maintain a consistent focus on delivering exceptional customer experiences
• Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.
• Model and promote exemplary customer engagement practices
• Understand business concepts and uses strategic processes to make good business decisions
• Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals
• Produce and present quarterly business reviews as needed
• Provide field team support as needed
• Foster a positive team environment
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel expected up to 20%

Professional Skills
These are the professional skills we would expect from an individual fully established in this role.
• Customer Service – Advanced
• Verbal Communication – Advanced
• Written Communication – Advanced
• Teamwork – Proficient
• Relationships – Advanced
• Negotiation – Proficient
• Organizational Awareness – Proficient
• Learning Agility – Proficient
• Analysis – Advanced
• Problem Solving – Advanced
• Process Orientation – Proficient
• Prioritization – Proficient

Role Specific Skills
• Professional, relevant examples of solving tough customer issues
• Proficient in Microsoft Office Suite, including strong Excel skills

Qualifications

Minimum Qualifications
• Bachelor’s degree
• 6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry

Other Relevant Qualifications
• Multi-unit management experience
• Experience in a trade
• Experience in facilities industry
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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.