Client Relations Project Manager
The Client Relations Project Manager, Preventative Maintenance (PM) and Projects is responsible for building and maintaining a healthy relationship between SMS Assist and its Corporate Clients. The person(s) in this role will be considered the relationship owner for his/her assigned accounts and will report to Tamika Fayne.
Responsibilities
- Manage clients to ensure recurring program is on track towards achieving customer goals
- Oversee the successful completion of four rounds of PM services each year with additional ad-hoc recurring services in-between
- Understand client objectives, challenges and needs by performing regular client needs assessments
- Leverage internal resources to enhance the client experience
- Establish senior relationships with assigned clients
- Prevent and/or resolve escalated client issues
- Attend regular client status meetings, as appropriate
- Forecast and track key account metrics
- Actively participating in long range strategic planning for clients
- Proactive and reactive relationship management
- Consistent focus on delivering an exceptional client experience
- Understanding business concepts and using strategic processes to make good business decisions
- Create solution development initiatives which best resolves client concerns, while partnering with other departments, as necessary.
- Ensure the timely and successful delivery of solutions occurs according to the needs and objectives of our clients
- Travel expected less than 10% of the time
Professional Skills
- Expert Customer Service
- Expert Verbal Communication
- Expert Written Communication
- Proficient Teamwork
- Proficient Relationships
- Proficient Negotiation
- Proficient Organizational Awareness
- Proficient Learning Agility
- Proficient Analysis
- Expert Problem Solving
- Proficient Process Orientation
- Expert Prioritization
Role Specific Skills
- Intermediate proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
- Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
- Learning & Adaptation Agility
- Ability to multi-task and work independently
- Detailed Oriented
- Self-starter
People Management Skills
- Ability to work under pressure
- High integrity
- Proficient in engaging and inspiring individuals and multiple teams through communication, processes, personal impact and influence
Qualifications
Minimum Qualifications
- Degree preferred
- 3 or more years business experience, preferably building and/or managing accounts/stores/regions
Preferred Qualifications
- 1 or more years of management experience
- Experience in facilities industry is preferred
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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.