Strategic Account Team Lead

Lessen is the tech-enabled, end-to-end property service provider that is transforming how commercial and residential real estate services are delivered and managed at scale. Lessen’s technology platform provides data-driven insights that unlock key growth opportunities for the entire real estate ecosystem—including investors, owners, managers, and service providers. The company leverages a network of over 30,000 vetted, qualified vendors (Lessen Affiliates) serving clients with over 1 million properties and completing more than 3.5 million work orders annually across an expanding range of services. Lessen, LLC is a venture-backed, privately held company with offices in Scottsdale and Chicago. 

The Strategic Accounts Team Lead maintains the highest level of customer service performance by overseeing the actions of Account Representatives servicing their assigned client bases. The role is responsible for meeting client and SMS Assist’s financial and operational objectives, and delivering client support and account management results by coaching, leading by example, and supporting a team that drives continuous improvement. This role also is responsible for the success of the team, holding team members accountable for the results they achieve. 

• ·         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
• ·         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
• ·         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
• ·         Guide team members in the development of professional relationships with clients and vendors through collaborative communication, effective action on feedback, and occasional site visits
• ·         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
• ·         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
• ·         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
• ·         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
• ·         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
• ·         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
• ·         Use KPIs and other quantitative indicators to manage team’s workflow and hold team members accountable to performance standards
• ·         Supervise team members’ work product and performance for quality, accuracy, and adherence to SMS Assist policy
• ·         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
• ·         Develop team members’ professional knowledge and competencies to continuously improve their performance and prepare them to take on increasing responsibility
• ·         Review team members’ performance; provides informal in-stride counseling and formal feedback at prescribed intervals
• ·         Contributes to the positive financial performance of the department by contributing to high service throughput volume and effective management of vendor costs
• ·         Ensures confidentiality of internal and external data
• ·         Performs ad-hoc projects and other duties as assigned

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

• - $55,000 - $62,000 annually

Why Lessen:

·        Competitive compensation

·        Health, Dental, Vision, Life, Disability options

·        401K retirement savings plan

·        Paid vacation, federal and floating holidays

·        Maternity/Paternity Pay

·        Career advancement opportunities

·        All the tools you'll need to be successful

Lessen is intentional about attracting, developing, and retaining amazing talent from diverse backgrounds. We’re looking for teammates that are enthusiastic, empathetic, curious, motivated, reliable, and will help us amplify the positive & inclusive culture we’ve been building.  Lessen is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.