Client Relationship Manager I

At SMS Assist, we're not just in the business of fixing properties-we're fixing an entire industry. Typically, facilities maintenance is tough work-both in the nature of the job (plumbing, HVAC, snow removal) and the lack of clarity throughout the experience. Through our award-winning technology platform, built and powered by SMSers, we connect local contractors to our customers and help manage an experience that surpasses expectations.
Recognized on Forbes' Cloud 100 list, Deloitte's Technology Fast 500, Chicago Crain's Top Tech Employers, and more. We're innovators, disruptors, and out-of-the-box thinkers. We're passionate about the people we serve, and we give our all because we care. We want to make every property better, and we want your help to make it happen.
The Client Relationship Manager is responsible for driving profitable business results and operational excellence by creating and developing strong, sustainable business relationships with their clients. Operates with some guidance.
This is a hybrid position with onsite requirements at client site in Chesapeake, VA.
Responsibilities

• Uncover and understand client objectives, challenges and needs by performing regular client needs assessments
• Leverage internal resources to enhance the customer experience
• Establish and grow senior relationships with assigned customers
• Prevent and/or resolve escalated client issues

• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Develop a quarterly plan to translate customer objectives into an overarching strategy
• Actively participate in long range strategic planning for customer
• May contribute to senior level client meetings and attends regular client status meetings as appropriate
• Establish and maintain a management framework/process that allows for visibility into company performance on assigned customers

• Manage relationships both proactively and reactively
• Maintain a consistent focus on delivering exceptional customer experiences
• Handle escalated issues with Vendors and escalate to senior team members on a timely basis as appropriate.
• Model and promote exemplary customer engagement practices
• Understand business concepts and uses strategic processes to make good business decisions

• Meet with Operations team on a regular basis to ensure program is on track towards achieving customer goals
• Produce and present quarterly business reviews as needed
• Provide field team support as needed
• Foster a positive team environment
• Ensure confidentiality of internal and external data

• Perform ad-hoc projects and other duties as assigned
• Travel expected up to 20%

Professional Skills
Advanced- Customer Service
Teamwork - Proficient
Relationships - Advanced
Negotiation - Proficient
Organizational Awareness - Proficient
Learning Agility - Proficient
Analysis - Advanced
Problem Solving - Advanced
Process Orientation - Proficient
Prioritization - Proficient
Role Specific Skills

• Professional, relevant examples of solving tough customer issues

• Proficient in Microsoft Office Suite, including strong Excel skills

Qualifications
Bachelor's degree preferred
6+ years business experience including 4+ years building and/or managing accounts/stores/regions, particularly within the retail industry
Other Relevant Qualifications

• Multi-unit management experience
• Experience in a trade

• Experience in facilities industry

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.
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