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Director of Account Operations

SMS Assist LLC

This is a Full-time position in Chicago, IL posted June 9, 2021.

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 Relationship – Advanced Analysis – Proficient Organizational Awareness – Advanced Problem-Solving – Advanced Process Orientation – 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.

Posted 2 Days Ago

Full time

REQ-2021-300

About Us

SMS Assist serves more than 186,000 commercial and residential properties nationwide.

We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more.

Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.

Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity.

We train for the present and prepare for the future with training programs for new employees and emerging leaders alike.

We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more.

SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago, and more.