SMS Assist
Phoenix – Mesa – Scottsdale, AZ

Sr. Service Delivery Manager at SMS Assist (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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SMS Assist Summary
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, but essential. 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 manages more 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. We work 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.
Job Summary
The Service Delivery Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and delivering service that exceeds expectations. Their main focus is to act as a voice of the client to internal stakeholders, as well as driving a two-way relationship back to the client. This role serves as a key client contact and works with Sales, Operations, Legal and Technology to deliver an excellent client experience.
Responsibilities
  • Consistently delivers exceptional client experiences that create increased client satisfaction, retention and willingness to be a reference
  • Establishes and grows relationships with assigned clients
  • Develops monthly updates, quarterly plans and presents annual business reviews to clients; develops strategies and improvement plans from those results
  • Leverages internal departments such as Sales, Operations, IT and Marketing to meet or exceed performance standards of established service level agreements (SLAs)
  • Forecasts and measures account metrics to improve client revenue and retention
  • Develops and drives continuous improvement initiatives related to the client
  • Understands client objectives, resolves challenges and meets the needs of the client by performing regular assessments of data
  • Implements solutions that best resolve client concerns; prevents and resolves escalated client issues
  • Assists leadership in creating long-term, strategic planning initiatives for the client
  • Leads client meetings and attends regular client status meetings as needed
  • Monitors customer financials to ensure timely invoicing and that proper rates are applied to services
  • Fosters a positive team environment
  • Ensures confidentiality of internal and external data
  • Performs ad-hoc projects and other duties as assigned
  • Travel requirements: Travel Expected: up to 30% of the time

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

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

People Management Skills
  • Not applicable to this role

Qualifications
Minimum Qualifications
  • Bachelor's Degree preferred
  • 5 or more years business experience including 3 or more years of building, and/or managing accounts/stores/regions within the retail industry required

Other Relevant Qualifications
  • Experience in facilities or property management industry is a plus

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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Technology we use

  • Product
  • Sales & Marketing
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
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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
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
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.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

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

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