Client Relationship Manager I
At SMS Assist, we’re not just in the business of fixing properties—we’re fixing an entire industry. Typically, facilities maintenance is tough work—both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes’ Cloud 100 list, Deloitte’s Technology Fast 500, Chicago Crain’s Top Tech Employers, and more. We’re innovators, disruptors, and out-of-the-box thinkers. We’re passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
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
Advanced– Customer Service
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
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.