Position Overview/Purpose: 

The Director of Account Management at SMG Holdings is a critical leadership role responsible for developing, managing, and nurturing client relationships, ensuring client satisfaction, and driving revenue growth. Reporting to the Vice President of Operations, this position plays an essential role in aligning operational excellence with client-centricity, ultimately contributing to the success and growth of SMG Holdings. 

A successful candidate will have a strong background in leadership-level customer experience/delivery strategy, exceptional leadership skills, and a proven track record of delivering outstanding customer satisfaction. 

Responsibilities: 

▪ Collaborate with the VP of Operations on the development and execution of the strategic customer account plans and growth initiatives, including insights and data-driven recommendations for expansion and improvement. 

▪ Responsible for overseeing all customer account activities and accountable for delivering on KPI’s and SLA’s by account. Ensure all account teammates have the necessary resources, tools and training to ensure efficient and satisfactory delivery. 

▪ Lead and manage high-performing account management teams, providing guidance, coaching, and mentorship to drive both individual and team success. In partnership with the VP of Operations, collaborate on personalized flight plans for development and promotion from within, where appropriate. Drive ultimate ownership and accountability throughout the team. 

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▪ Establish and maintain strong relationships with all key accounts acting as a point of escalation for daily issues. Independently create and implement proactive solutions based on customer feedback and avoid executive escalation when necessary. Lead performance data collection and key actionable insights for any and all meetings and business reviews including spearheading the development of any collateral to be presented at that time. 

▪ Support the planning and review of bids and contracts with clients with the aim to secure favorable terms, maximize profitability, and ensure delivery and compliance with all contractual obligations. 

▪ Reviews incoming costing and pricing strategy on high-dollar transactions and/or by overall accounts and trades to ensure competitiveness and appropriate markups and disseminates that evaluation criteria and approach to the Account Management team in order to aid their ongoing strategic development. 

▪ Communicates cost/price analysis details in leadership meetings on a regular basis to collaborate on cross-functional strategies to implement improvement processes. 

▪ Monitor account health and performance as it relates to key performance indicators (KPIs) and objective and key results (OKRs) and overall customer satisfaction levels (including but not limited to Aging Work Orders/Invoicing) and, with urgency, develop action plans to address any areas of improvement, and ensure all executive stakeholders remain informed at all times regarding customer issues and/or opportunities, and collaborate on solution development and lead implementation as it relates to the account management team. 

▪ Identify cross-functional solutions for departmental optimization. Work in alignment with the VP of Operations to document, communicate, implement and train on best practices, processes, and organizational changes while maintaining delivery excellence. 

▪ Identify potential technology-based solutions to streamline account delivery, improve customer data analytics, and enhance decision-making processes both for internal and external stakeholders. 

▪ Collaborate on Customer Revenue forecasting and resource allocation, including account personnel in the annual planning process. Monitor and report to key stakeholders on performance regularly to identify opportunities and risks to the business in real time. 

▪ Champion a Client-Centric Approach ensuring that the Account Management team consistently meets and exceeds client expectations, anticipates client needs, and advocates strongly on their behalf as an extension of their team. 

▪ Collaborate and lead cross-functional teams, including Sales, Marketing, Operations, and IT, to ensure client onboarding and consistency in delivering an exceptional customer experience. 

Qualifications: 

▪ Bachelor’s degree in business administration, marketing, or a related field. 

▪ 7+ years proven experience (3-5+ years) in a leadership role focused on the customer journey (Account Management /Success Management) 

▪ Exceptional leadership skills, with a track record of leading high-performing teams. 

▪ Excellent analytical and problem-solving abilities, with the capacity to leverage data to drive decision-making and process improvements. 

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▪ Excellent communication and interpersonal skills, with the ability to effectively collaborate and influence stakeholders both externally and internally. 

▪ Demonstrated ability to execute customer experience strategies that yield measurable business results (OKRs). 

▪ Strong project management skills with the ability to prioritize and manage multiple initiatives in a fast-paced, dynamic environment. 

▪ Experience in the construction or facilities management industry is a plus. 

▪ Passion for delivering exceptional customer experiences and a relentless focus on continuous improvement. 

Other Skills: 

▪ Expertise in Microsoft Suite including but not limited to PowerPoint, Word, Excel (Macros/VBA, VLOOKUP, Pivot Tables, Dashboard creation.) 

▪ Data Analytics and Tools (Google Analytics, Tableau/Power BI Reporting) including development across all functional business departments. 

▪ Industry WMS Systems Experience (Service Channel, Corrigo, Verisae, Fexa, Facilit, etc.) Including, but not limited to, mass management tools, creating/managing importing/exporting features, building reporting and data analysis, and API/XML integrations. 

▪ Strong understanding of CRM tools and utilization to create actionable insights cross-functionally for goal and resource alignment. 

▪ Project Management Software – (Monday.com, Asana, Trello, etc.) and managing kanban style, lean agile projects to success. 

▪ Financial Acumen: Understanding of financial principles related to construction and facilities management projects, including budgeting, forecasting, and financial reporting. Ability to analyze financial data to make informed decisions and to identify opportunities for cost savings or efficiency improvements. 

▪ Change Management: Experience leading change management initiatives, with the ability to guide teams and clients through transitions smoothly, ensuring minimal disruption and maintaining high levels of service delivery.