Job Description

Job Description

Company Overview:

SMG Holdings is a leading provider of comprehensive facilities maintenance services, specializing in multi-site portfolios across North America. At SMG, we are dedicated to redefining excellence in facilities management by delivering innovative, scalable, and customized solutions that empower our stakeholders to thrive and service with confidence. We are committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. SMG’s steadfast commitment to quality, client-centricity enables us to create value and provide peace-of-mind through delivery excellence, allowing our clients to better align and focus on their core objectives.

Position Overview/Purpose:

The Customer Success Manager plays a critical role in ensuring the satisfaction and success of SMG Holdings' clients. This position involves overseeing the Account Management team, developing client success strategies, and ensuring the delivery of exceptional service standards. The Client Success Manager will work closely with the Senior Director of Account Management to optimize client experiences and contribute to the company's growth by fostering long-term client relationships.

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:

• Oversee the Account Management team, ensuring that client accounts are managed effectively, and service delivery exceeds expectations.
• Monitor account health, KPIs, and keep pulse on customer satisfaction levels, identifying both areas for improvement and business expansion working with the Director of Client Success on action plans.
• Utilize industry and client-specific metrics, KPIs, OKR’s to monitor and report on account health, service delivery quality, and client satisfaction. Use this data to make informed decisions and to demonstrate value in client reviews and QBRs (Quarterly Business Reviews) in partnership with the Senior Director, Account Management.
• Develop and implement client success strategies that align with company goals and client objectives.
• Monitor client satisfaction metrics and work with the Account Managers to address areas of concern and identify opportunities for service enhancement, including but not limited to overnight support.
• Mentor and develop the Account Management team, fostering a culture of continuous improvement, accountability, and client-centricity. Ensure the team is well-versed in industry best practices and equipped with the skills needed to navigate the complexities of the construction and facilities management sectors
• Facilitate regular training and development sessions for Account Managers to ensure they are equipped with the necessary skills and knowledge to serve clients effectively.
• Act as a senior point of contact for key clients, building strong relationships and addressing any escalated issues with urgency and professionalism.
• Collaborate with cross-functional teams (Sales, Marketing, Finance, IT) to ensure a cohesive approach to client success and service delivery.
• Support the Senior Director, Account Management in the strategic planning of client accounts, including contract renewals, service expansions, and the introduction of new services.
• 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 Senior Director, Account Management to effectively prepare and present, as deemed appropriate, for standard service reviews and quarterly/annual business reviews.
• Effectively communicate with clients to provide updates, address inquiries in a timely manner, engineer proactive daily-delivery solutions independently, and escalate to leadership client feedback within the organization with urgency, as necessary.
• Analyze performance data to identify trends, forecast client needs, and recommend solutions to improve service delivery and client satisfaction.
• Lead by example in delivering exceptional customer service, reinforcing the company's commitment to quality and client-centricity.

Qualifications:

• Bachelor's degree in Business Administration, Management and/or a related field, or commensurate experience.
• 5+ years of experience in account management or client success roles, with at least 2 years in a leadership position.
• Proven track record of managing client relationships and improving client satisfaction.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to lead and motivate a team.
• Ability to act with urgency and maintain attention to detail at all times.
• Passion for delivering exceptional customer experiences and a relentless focus on delivery excellence.
• Experience in the construction or facilities management industry is highly desirable.
• This role is required to oversee on-call weekend and overnight shifts to ensure teammates have a path of escalation and support available, as needed.
• **In Office preferred, but remote considerations will be made for candidates with excellent qualifications. At a minimum, travel to HQ will be required for training and quarterly for team meetings and to client meetings, as required.

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.
• 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
• Operational Excellence: Oversee the operational handling of accounts, including the management of work orders, dispatching, and the review process for accuracy and cost competitiveness. Ensure that projects are completed within the set timelines and budget, adhering to industry standards.

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