SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.

Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We are now launching a Phoenix location to expand upon the 16 years of success of our Midwest operations, which are headquartered in Chicago, Illinois. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

Job Summary

The Affiliate Market Manager (AMM) is responsible for the continuous improvement of the affiliate (vendor) network by creating and developing strong relationships with affiliates and leveraging those relationships to drive performance output.

A successful AMM makes affiliates better. To accomplish this, our regionally focused AMMs act as the key relationship owner between SMS Assist and our affiliates. Tools utilized by AMMs to influence affiliate performance include hands on affiliate training, ownership of the dispatch plan to award work, performance metric delivery and coaching, and affiliate feedback collection to drive product and process improvements.

The AMM works with operations, training, compliance, and billing to position affiliates for success.

Responsibilities

• Serve as the SMS Assist point of contact for business relationships with affiliates and maintain a working knowledge of affiliates’ business, priorities, needs, and capabilities such as services performed, locations, capacity, and pricing.
• Regular affiliate touchpoints including performance metric review, education on the importance of performance and metrics, communication of the consequences and opportunities associated with performance, sharing best practices, managing performance improvement plans, ensuring compliance with national programs and pricing.
• Accountable for the performance metrics of affiliates and depth and quality of the regional affiliate network.
• Own and manage the dispatch plan including plan effectiveness, opportunities for affiliate improvement, distribution of work across the region balanced with overall affiliate capacity and avoidance of affiliate related bottlenecks in workflow.
• Identify sourcing needs and work with the sourcing team to onboard high potential prospective affiliates to satisfy market needs.
• Ensure newly sourced Affiliates are aware of performance expectations and are equipped to successfully perform services. Provide oversight and coaching to affiliates during initial work orders.
• Communicate the status of the affiliate network market performance and top affiliates by trade to client account teams and regional customer leadership.
• Manage high priority inbound escalations tied to affiliates.
• Frequent visits to SMS offices to work with SMS counterparts (Ops, SMEs, SDMs, etc.) to improve market performance, address challenges, and action plan development.
• Serve as the 'voice of the affiliate' within SMS by providing feedback to improve the affiliate experience (technology, operations, billing, compliance, etc.)

  Professional Skills

• Customer Service - ADVANCED
• Verbal Communication - ADVANCED
• Written Communication - ADVANCED
• Teamwork – ADVANCED
• Relationships – ADVANCED
• Learning Agility - PROFICIENT
• Problem Solving – PROFICIENT
• Prioritization - ADVANCED

Role Specific

• Maintenance or property management knowledge required
• Industry trade knowledge: HVAC, electrical, plumbing, general maintenance required
• Strong leadership skills with experience managing third party vendors
• Self-directed and motivated with the ability to succeed working remotely
• Demonstrated analytical skills and an ability to make timely decisions in a logical, effective manner
• Extensive travel within assigned regions required
• Must be available outside of business hours via phone or email
• Computer skills: Basic computer skills; proficient with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) required

Minimum Qualifications

• 7+ years of technical experience (HVAC, electrical, plumbing, general maintenance) required
• 7+ years of experience in vendor management, property maintenance or management, or construction required; previous experience in a customer service environment preferred
• Associates or Undergraduate degree preferred or equivalent experience