Strategic Accounts Team Lead at SMS Assist

| Chicago
!Sorry, this job was removed at 5:24 p.m. (CST) on Thursday, January 23, 2020

Summary
The Strategic Accounts Team Lead maintains the highest level of customer service performance by overseeing the actions of Account Representatives servicing their assigned client bases. The role is responsible for delivering client support and account management results by coaching, leading by example, and supporting a team that drives continuous improvement. This role also is responsible for the success of the team, holding team members accountable for the results they achieve.

 

Responsibilities

  • Ensures total client satisfaction for assigned portfolio by managing a team of Account Representatives in the performance of their assigned responsibilities, holding them accountable for managing complex operational projects for clients of high strategic importance to SMS Assist
  • Manages relationships with vendors to achieve seamless, high-quality service and advantageous pricing
  • Guides team members in the development of professional relationships with clients and vendors through collaborative communication, effective action on feedback, and occasional site visits
  • Exercises budgetary approval authority and holds team members accountable for managing the client’s operations & maintenance budget within the assigned portfolio to the client’s financial benefit
  • Closely monitors the operational and financial performance of all assigned operational teams to identify the root causes of process, approach, and/or program deficiencies; recommends resolutions to increase the client’s operational and financial efficiency
  • Enables and motivates team to proactively develop and implement solutions to complex and challenging client requirements that fall outside of standard procedure and historical precedent
  • Identifies the need to become engaged in potential issues prior to client escalation and works with team members to resolve high-priority issues; correctly identifies issues that require escalation to department leadership, and raises them alongside actionable recommendations for solutions
  • Facilitates the two-way flow of information between team members and department leadership by maintaining continuous effective communication, leading team meetings, and providing complete and accurate team reporting to department leadership
  • Assists in the development and implementation of analysis tools in our propriety database to help the operations department identify service trends and implement best practice strategies for both internal and client business processes
  • Assists department leadership in the development and implementation of data tools to measure, track, and set standards for team performance; adheres to these goals and standards
  • Uses KPIs and other quantitative indicators to manage team’s workflow and hold team members accountable to performance standards
  • Supervises team members’ work product and performance for quality, accuracy, and adherence to SMS Assist policy
  • Develops team members’ professional knowledge and competencies to continuously improve their performance and prepare them to take on increasing responsibility
  • Reviews team member performance; provides informal in-stride counseling and formal feedback at prescribed intervals
  • Contributes to the positive financial performance of the department by contributing to high service throughput volume and effective management of vendor costs
  • Ensures confidentiality of internal and external data
  • Performs ad-hoc projects and other duties as assigned

 

 Professional Skills

 These are the professional skills we would expect from an individual fully established in this role.

  • Problem-Solving - Advanced
  • Learning Agility - Proficient
  • Customer Service - Advanced
  • Verbal Communication - Advanced
  • Written Communication - Advanced
  • Relationship Management - Advanced
  • Analysis - Proficient
  • Prioritization - Proficient
  • Team Work - Proficient

 

Role Specific Skills

  • Computer Skills: Advanced proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook required

 

People Management Skills

  • Proficient in basic people management processes
  • Proficient in leading a small team on a day to day basis, within a broader organization structure

 

Qualifications

    Minimum Qualifications

  • Bachelor’s Degree
  • 2-5 years of related, progressive work experience required

 

    Other Relevant Qualifications

  • Knowledge of call center performance metrics preferred
  • Knowledge and/or experience in trades preferred

 

Read Full Job Description

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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