Service Delivery Manager

| Chicago

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
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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM

Location

875 North Michigan Avenue , Chicago, IL 60611
How SMS Assist is Building Tech to 'Fix the Business of Fixing Things'
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Happy hours are hosted At team's discretion.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

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