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.
Summary
The Director of Account Operations 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 will be to act as a voice of the department in interfacing with client leadership, as well as representing the interest of the client to internal stakeholders, fostering a two-way relationship between SMS's service delivery operations and client leadership. This role serves as a key contact for clients while also working with Sales, Operations, Legal, and Technology to deliver anexcellent client experience. As Director, you will partner closely with functional operational leaders to ensure customer needs, Service Level Agreements, and business goals are met.
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

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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