Responsibilities

• Oversee account relationship and act as main liaison for both corporate and local office client relationships
• Prepare for and lead bi-weekly Operations calls with the client.
• Build strong relationships with internal departments and drive deliverables to help meet the goals of our clients (process improvement, call takeaways, local visit takeaways, aging discussions, etc.).
• Project management of items coming out of local office calls, including any tasks, reporting or projects as needed.
• Review and validate client concession requests on a monthly basis.
• Provide two-way feedback to the client on feedback from the internal SMS teams in order to strengthen the relationship.
• Cross-functional collaboration with Operations, Affiliates, Business Analytics, and Technology teams to help drive client initiatives.
• Respond to any escalated issues from the client.
• Organize agendas and travel to regional offices to strengthen relationships and gather feedback.
• Lead and plan quarterly business meetings with the regional offices..
• Review tableau dashboards to proactively manage any issues before getting to the client
• Attend regular meetings to ensure client success: aging reviews, market meetings, daily Operational Management stand up, Account Ops Meeting, Residential Management Meeting
• Work with Client on documentation surrounding insurable events
• Uncover/understand client objectives, challenges and needs by performing regular client needs assessments.
• Perform ad-hoc projects and other duties as assigned
• Travel requirements: Travel expected up to 30% of the time

   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 – Advanced
• Relationship – Advanced
• Negotiation – Proficient
• Organizational Awareness – Proficient
• Problem-Solving – Proficient
• Process Orientation – Proficient
• Prioritization – Proficient

Role Specific Skills

• Ability to assess strengths, weaknesses, opportunities, and threats within an account

Qualifications

    Minimum Qualifications

• Bachelor’s Degree required
• 5 or more years business experience including 3 or more years of building, and/or managing accounts/stores/regions within the facilities or property management industry required

    Other Relevant Qualifications

• Experience in facilities or property management industry is a plus