Responsibilities

• Establish self as key client liaison into day-to-day operations by developing, maintaining, and growing strategic client relationships
• Manage account-level special requests, initiatives, and information product development
• Perform regular assessments of client data to understand objectives, meet needs and resolve challenges
• Develop and present monthly updates, quarterly plans, and annual business reviews to the client
• Leverage internal departments such as Sales, Operations, Affiliates, IT, ProdTech and Marketing to meet or exceed performance standards of established service level agreements (SLAs)
• Work cross-functionally with internal departments to represent the client’s interests in prioritizing and executing on strategic and operational initiatives
• Manage projects coming out of client calls, including any tasks, reporting, or other items as needed
• Implement solutions that best resolve client concerns; prevent and resolve escalated client issues
• Provide two-way feedback to the client on feedback from the internal SMS teams to help strengthen the relationship with client leadership.
• Forecast, measure and analyze account metrics and trends to improve client revenue and retention
• Identify new opportunities within the existing client accounts
• Lead client meetings and attend regular client status meetings as needed
• Perform ad-hoc projects and other duties as assigned
• Travel requirements: Travel expected up to 30% of the time

     Professional Skills

• Customer Service – Advanced
• Verbal Communication – Advanced
• Written Communication – Advanced
• Teamwork – Proficient
• Relationship – Advanced
• Negotiation – Proficient
• Analysis – Proficient
• Organizational Awareness – Advanced
• Problem-Solving – Advanced
• Process Orientation – Advanced
• Prioritization – Advanced

Role Specific Skills

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

People Management Skills

• Advanced proficiency in all people management processes, including recruitment, performance management and reward
• Advanced proficiency in building, growing and developing a team; including department structure design and resourcing
• Advanced proficiency in coaching and developing individual team members to reach their potential
• Proficient in engaging multiple teams through communication, processes, personal impact and influence

Qualifications

    Minimum Qualifications

• Bachelor’s Degree required
• 7 or more years business experience including 5 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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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.