At a Glance
- Tasks: Lead client operations and drive exceptional service delivery for enterprise accounts.
- Company: Join SMG Holdings, a leader in facilities management with a focus on client success.
- Benefits: Competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Dynamic environment with a culture of collaboration and continuous improvement.
- Why this job: Make a real impact by building lasting client relationships and leading a high-performing team.
- Qualifications: 8+ years in facilities management or client-facing roles, with strong leadership experience.
The predicted salary is between 80000 - 100000 £ per year.
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
- 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:
- 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
- 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.
Director of Client Operations, Enterprise Accounts in Tipton employer: Smgfacilities
At SMG Holdings LLC, we pride ourselves on being an exceptional employer that fosters a dynamic and collaborative work culture. Located in Red Bank, NJ, our headquarters offers a supportive environment where employees can thrive through professional development opportunities and a commitment to service excellence. Join us to make a meaningful impact while enjoying the benefits of a passionate team dedicated to client success and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Client Operations, Enterprise Accounts in Tipton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smgfacilities. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Smgfacilities before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Client Operations, Enterprise Accounts in Tipton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Smgfacilities:Your cover letter is your chance to shine! Tell us why you want to work at Smgfacilities specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Smgfacilities!
How to prepare for a job interview at Smgfacilities
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
