Director of Client Operations, Enterprise Accounts
hace 1 día
Red Bank
About Us SMG Holdings LLC is a leading facilities management and service solutions company focused on delivering reliable, scalable maintenance support to multi-location brands. Since 1996, we have been committed to delivering exceptional customer experiences and maintaining long-term relationships with our clients. We are a dynamic, experienced team looking for an equally passionate client-driven team member to join us in redefining service excellence in the facilities management industry. Role Summary As Director of Client Operations, Enterprise Accounts, you will serve as the strategic leader responsible for the health, retention, growth, and overall success of SMG's client relationships. This role is for our Red Bank, NJ headquarters -- full-time on-site preferred with hybrid options to be considered for the right candidate. You will lead the Client Success and Account Management functions while serving as the critical link between our clients, Operations, and Sales teams. Your success will be measured by your ability to ensure exceptional service delivery, build lasting client partnerships, develop a high-performing team, and identify opportunities to expand the value SMG provides to our customers. This role requires a unique balance of operational leadership, client advocacy, and commercial awareness. You will be the executive voice of the customer within SMG, the leadership partner to our Operations team, and a key contributor to client retention and account growth initiatives. If you thrive on building relationships, solving complex challenges, leading people, and driving measurable business results, this role offers an opportunity to make a significant impact on both our clients and our organization. Key Responsibilities You will: Manage Strategic Client Relationships • Serve as the executive point of contact for SMG's strategic and enterprise accounts., • Build trusted relationships with facilities, operations, procurement, and executive stakeholders., • Lead Quarterly Business Reviews (QBRs), transforming operational performance data into meaningful business insights and recommendations., • Act as the voice of the customer internally, ensuring client priorities are understood and addressed across the organization., • Own executive-level escalations and drive timely, effective resolutions that strengthen client confidence and trust. Drive Operational Excellence • Partner closely with Operations leadership to ensure service delivery consistently meets or exceeds client expectations., • Monitor account performance and KPIs, SLA compliance, service trends, and operational risks across your portfolio., • Lead root-cause analysis efforts for recurring service challenges and drive corrective action plans., • Identify opportunities to improve quality, responsiveness, communication, and overall customer experience., • Champion SMG's Quality, Cost, and Speed (QCS) framework throughout all client-facing operations., • Ensure our teams remain focused on proactive problem-solving, accountability, and continuous improvement. Lead, Develop, and Inspire Your Team • Lead and develop a team of Account Managers and Client Success professionals., • Create a culture of accountability, collaboration, responsiveness, and service excellence., • Foster a collaborative, positive culture aligned with SMG's values and service philosophy., • Provide coaching, mentorship, and professional development opportunities that help team members thrive., • Establish clear performance expectations and regularly review progress against goals., • Support your team through client challenges, escalations, and strategic growth opportunities. Client Growth & Strategic Leadership • Develop and execute account strategies that drive client retention, satisfaction, operational excellence, and profitable growth., • Monitor account health, customer sentiment, service performance, and renewal readiness, proactively identifying risks and opportunities., • Partner with Sales to identify expansion opportunities, support renewals, and grow client relationships through additional services and strategic initiatives., • Analyze portfolio performance, financial trends, and customer feedback to inform decision-making and business strategy., • Collaborate with Sales, Operations, Finance, Technology, and Executive Leadership to improve client outcomes and strengthen long-term partnerships., • Provide leadership with insights and recommendations related to account performance, retention, operational risks, and growth opportunities., • Drive continuous improvement across the Client Success function through innovation, process optimization, and strategic leadership. Qualifications What You'll Bring: Experience • 8+ years of experience in facilities management, customer success, account management, operations leadership, or a related client-facing role (facilities management, commercial real estate, or property services strongly preferred)., • 3+ years of experience leading and developing high-performing teams., • Proven success managing enterprise or national accounts within a third-party facilities management, service management, or multi-site operations environment., • Experience owning client retention, executive-level relationships, and account growth initiatives., • Demonstrated success operating in a fast-paced, high-volume service environment. Knowledge & Skills • Experience in facilities management - within a third-party service model specifically (either direct FM or trade-specific services)., • Ability to translate operational data into strategic client conversations and actionable business decisions., • Exceptional communication, presentation, and relationship-building skills., • Proven ability to influence cross-functional teams and drive alignment across multiple stakeholders., • Strong problem-solving skills and a proactive, solutions-oriented mindset., • Experience utilizing CMMS platforms, reporting tools, and performance dashboards. Leadership Attributes You're someone who: • Leads with empathy, accountability, and integrity., • Builds trust quickly and develops lasting relationships., • Thrives in a collaborative environment and brings people together around common goals., • Balances strategic thinking with hands-on execution., • Sees challenges as opportunities to improve., • Takes ownership and consistently finds a way forward., • Embodies SMG's culture of service, partnership, and continuous improvement.