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Affiliate Market Manager

Company: SMS Assist, L.L.C.
Location: Sacramento
Posted on: January 15, 2022

Job Description:

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

Qualifications

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

Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

Keywords: SMS Assist, L.L.C., Sacramento , Affiliate Market Manager, Professions , Sacramento, California

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