Strategic Account Team Lead

Description

• Contributes to the positive financial performance of the department by contributing to high service throughput volume and effective management of vendor costs
• Assist department leadership in the development and implementation of data tools to measure, track, and set standards for team performance; adhere to these goals and standards
• Identify the need to become engaged in potential issues prior to client escalation and work with team members to resolve high-priority issues; correctly identify issues that require escalation to department leadership, and raises them alongside actionable recommendations for solutions
• Facilitate the two-way flow of information between team members and department leadership by maintaining continuous effective communication, leading team meetings, and providing complete and accurate team reporting to department leadership
• Guide team members in the development of professional relationships with clients and vendors through collaborative communication, effective action on feedback, and occasional site visits
• Develop team members’ professional knowledge and competencies to continuously improve their performance and prepare them to take on increasing responsibility
• Achieve the client’s and SMS Assist’s financial objectives by evaluating the urgency and efficacy of requested work, determining appropriate resolutions of issues, and controlling to release of work to vendors; exercise budgetary approval authority and holds team members accountable for managing the client’s budget within the assigned portfolio to the client’s financial benefit
• Ensure total client satisfaction for assigned portfolio by managing a team of Account Representatives in the performance of their assigned responsibilities, holding them accountable for managing complex operational projects for clients of high strategic importance to SMS Assist
• Proactively manage direct reports’ response to client escalations in order to achieve resolution as quickly as possible, while escalating the most complex and consequential issues to department leadership with actionable recommendations for solutions
• Supervise and coach reports in preparation and delivery routine and ad hoc communications and qualitative reports to the client that are impactful and of high professional standards
• Enable and motivate team to proactively develop and implement solutions to complex and challenging client requirements that fall outside of standard procedure and historical precedent
• Supervise team members’ work product and performance for quality, accuracy, and adherence to SMS Assist policy
• Assist in the development and implementation of analysis tools to help the operations department identify trends and implement best practices for both internal and client business processes
• Review team members’ performance; provides informal in-stride counseling and formal feedback at prescribed intervals
• Closely monitor the operational and financial performance of all assigned operational teams to identify the root causes of process, approach, and/or program deficiencies; recommend resolutions to increase the client’s operational and financial efficiency
• Ensures confidentiality of internal and external data
• Use KPIs and other quantitative indicators to manage team’s workflow and hold team members accountable to performance standards
• Develop professional relationships with client’s operational and functional managers and communicate the costs and benefits associated with service performance to ensure the client’s funds are allocated efficiently to meet their needs

Requirements

• Professional Skills
• Bachelor’s Degree preferred
• Experience in call center or customer service management a plus
• Team Work - Proficient
• Proficient in leading a small team on a day to day basis, within a broader organization structure
• Computer Skills: Proficiency in Microsoft Word, Excel, PowerPoint, Outlook required
• Familiarity with Tableau or other data visualization packages a plus
• Proficient in basic people management processes
• Problem Solving - Advanced
• Relationship Management- Proficient
• Customer Service- Advanced
• People Management Skills
• 2-5 years of related, progressive work experience required
• Prior people management experience a plus
• Verbal Communication- Advanced
• Role Specific Skills
• Prioritization - Proficient
• Experience in facilities management, maintenance management, or building engineering, maintenance trades, or related fields a plus
• Written Communication - Advanced
• Learning Agility - Advanced

Benefits

• - $55,000 - $62,000 annually
• Paid vacation, federal and floating holidays
• Career advancement opportunities
• 401K retirement savings plan
• Competitive compensation
• Minimum Qualifications
• Health, Dental, Vision, Life, Disability options
• Maternity/Paternity Pay

Training + Development

Interview process

Visa Sponsorship

Security clearance