Client Relationship Specialist

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. We decided a better way wasn't only possible, butessential. 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, SMS Assist managesmore than 186,000 properties where people live and work.Our customers' livelihoods are in our hands-think a restaurant manager whose only fryer goes down on a busy Friday night or a family in Florida without power after a hurricane.Wework across the industries that make up your community, including retail, food service, banking, residential, and more, and we help them find the right provider in our network (we call them Affiliates) in more than 45 trades.
We're innovators, disruptors, and out-of-the-box thinkers. We set each other up for success in the office and for the perfect spike on the volleyball court during an intramural game. We're community volunteers, karaoke partners, and lifelong friends. 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 Specialist, Preventative Maintenance (PM) and Projects is responsible for building and maintaining a healthy relationship between SMS Assist and its Corporate Clients. The person(s) in this role will be considered the relationship owner for his/her assigned accounts.
Responsibilities

• Manage clients to ensure recurring program is on track towards achieving customer goals
• Oversee the successful completion of four rounds of PM services each year with additional ad-hoc recurring services in-between
• Understand client objectives, challenges and needs by performing regular client needs assessments
• Leverage internal resources to enhance the client experience
• Establish senior relationships with assigned clients
• Prevent and/or resolve escalated client issues
• Attend regular client status meetings, as appropriate
• Forecast and track key account metrics
• Actively participating in long range strategic planning for clients
• Proactive and reactive relationship management
• Consistent focus on delivering an exceptional client experience
• Understanding business concepts and using strategic processes to make good business decisions
• Create solution development initiatives which best resolves client concerns, while partnering with other departments, as necessary.
• Ensure the timely and successful delivery of solutions occurs according to the needs and objectives of our clients
• Travel expected less than 10% of the time

Role Specific Skills

• Intermediate proficiencies in Microsoft Word, Excel, PowerPoint, Outlook required
• Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
• Learning & Adaptation Agility
• Ability to multi-task and work independently
• Detailed Oriented
• Self-starter

People Management Skills

• Ability to work under pressure
• High integrity
• Proficient in engaging and inspiring individuals and multiple teams through communication, processes, personal impact and influence

Qualifications

• Bachelor's Degree
• 3 or more years business experience, preferably building and/or managing accounts/stores/regions

Preferred Qualifications

• 1 or more years of management experience
• Experience in facilities industry is preferred

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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