Position Overview/Purpose:
The Account Manager at SMG Holdings plays a pivotal role in nurturing client relationships, ensuring client satisfaction, and contributing to revenue growth. The Account Manager is accountable for the urgent handling, persistent follow-up, and proactive communication required of daily work order transaction processing for all assigned Accounts. Reporting to the Client Success Manager, this position is responsible for providing exceptional service and support to clients on a daily basis, aligning with the company’s mission of delivering excellence in facilities management.
A successful candidate will have a strong background in customer experience/delivery excellence, exceptional rapport building skills, and a proven track record of outstanding customer satisfaction.
Responsibilities:
▪ Ensure exceptional client satisfaction by understanding client needs, addressing concerns, and proactively identifying opportunities for service improvement. Communicate opportunities to the Client Success Manager and support implementation.
▪ As the primary point of contact, monitor and manage the day-to-day activities and needs of assigned client accounts, ensuring adherence to KPIs and SLAs.
▪ Make certain Work Orders are being dispatched to the best qualified service provider based on cost and quality needs of the client.
▪ Review all incoming quotes for accuracy and cost competitiveness. Advocate on behalf of SMG and the client to obtain multiple quotes if costing is deemed to be out of alignment with expectations given the mitigating circumstances. Identify any opportunities to go above and beyond to create value in SMG services for the client in the proposal submittal process.
▪ Drive compliance with contractual obligations/pricing documents and collaborate with the Client Success Manager on the planning and review of contracts and any client processes changes.
▪ Ensure SMG customer database remains current and actionable for the account team and overnight support. Utilize appropriate escalation process for Management review on complex or high-dollar value jobs.
SMG Account Manager March 2024 2
SMG HOLDINGS – ROLES & RESPONSIBILITIES
▪ Effectively communicate with clients to provide updates, address inquiries in a timely manner, engineer proactive daily-delivery solutions independently, and escalate necessary client feedback within the organization with urgency, as necessary.
▪ Collaborate cross-functionally, including Sales, Marketing, Operations, and IT, to ensure seamless service delivery and a consistent exceptional customer experience.
▪ Monitor account health, KPIs, and keep pulse on customer satisfaction levels, identifying both areas for improvement and business expansion working with the Client Success Manager on action plans.
▪ Serve as an advocate for client needs and escalate issues as necessary, striving to resolve them promptly.
▪ Utilize data and feedback mechanisms to gain insights into client preferences, pain points, and satisfaction, providing valuable input for service enhancement. Work in partnership with the Client
▪ Success Manager effectively prepare and present, as deemed appropriate, for standard service reviews and quarterly/annual business reviews.
Qualifications:
▪ 3-5 years of experience in account management, customer service, or related roles.
▪ Excellent analytical and problem-solving abilities, with the capacity to identify long-term solutions.
▪ Excellent communication and interpersonal skills, with the ability to effectively collaborate.
▪ Ability to act with urgency and maintain attention to detail at all times.
▪ Ability to understand and analyze data for decision-making.
▪ Experience in the construction or facilities management industry is a plus.
▪ Passion for delivering exceptional customer experiences and a relentless focus on delivery excellence.
▪ This role is required to participate in on-call weekend and overnight shifts, with the flexibility to select preferred shifts based on availability, first-come, first-serve on a monthly basis.
Other Skills:
▪ Proficient in Microsoft Suite including but not limited to PowerPoint, Word, Excel (Pivot Tables, navigating larger data sets).
▪ Data Analytics and Tools understanding and identifying action items from canned reporting tools.
▪ Industry WMS Systems Experience (Service Channel, Corrigo, Verisae, Fexa, Facilit, etc.) managing high volume transactions within WMS Systems and ensuring congruencies between SMG and client environment, a plus.
