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 Do you have the confidence and ability to
lead others? The initiative to point clients in
a more productive direction? If so, you just
might belong at SMG.
As a growing company, we’re always looking for ways to
stay ahead of the curve. Staffing is one of the areas
in which we do this. The visual to the right depicts the departments
that make up Service Management Group, along with some of
the key roles within those departments. We may currently
be staffing in your area of expertise, so if you have
interest in learning more about any of the departments or
positions outlined below, please feel free to email us your
resume and cover letter at recruiter@servicemanagement.com.
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| RESEARCH: |
| The Research Department is responsible for delivering statistical analyses which help our clients make decisions that improve the satisfaction and loyalty of their customers and employees. The Research department serves as resource for SMG employees and clients on quantitative and qualitative data analysis, survey design, and survey methodology. |
| Research Analyst |
| The Research Analyst conducts statistical research on employee and customer satisfaction and loyalty, assesses findings, and reports results with the goal of providing actionable information to SMG clients. Provides expertise and support to Project Teams and Senior Management on statistical and methodological issues related to satisfaction and loyalty measurement. Helps drive the delivery of insight and leads the evaluation and introduction of new methodologies that create additional value to SMG clients. |
| Research Manager |
| The Research Manager leads a team of master’s-level Research Analysts charged with running statistical analyses and sophisticated modeling that generate insight around our clients’ customers and employees. They provide expertise and support to project teams and senior management on statistical and methodological issues related to satisfaction and loyalty measurement. The Research Manager leads the development and implementation of strategic initiatives for the Research Department. They also interpret and evaluate statistical output and generate recommendations based on findings. Research Managers build statistical models using data from multiple sources that demonstrate the link between customer and employee attitudes and company performance. They oversee statistical analyses, prepare results summaries and present findings to project teams and clients. |
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| CLIENT SERVICES: |
| The Client Services Department has primary responsibility for building and maintaining client relationships as well as generating and delivering insights. Client Services partners with the Operations and Research departments to deliver comprehensive and actionable information to our Clients. Client Services also contributes to the business development efforts of the company by providing expertise and process insights to prospective clients. |
| Project Analyst |
| The Project Analyst works with multiple Project Managers across a variety of clients to develop, implement, and maintain long-term customer satisfaction tracking studies. They assist with customer service helplines – answering client questions, providing education/training regarding the programs we manage, etc. Project Analysts interact with clients via phone, email, and in person and provide outstanding customer service. |
| Project Manager |
| The Project Manager is the day to day client contact and is responsible for the development, implementation and ongoing maintenance of multiple long term customer satisfaction tracking studies. The Project Manager is accountable for the service delivery to the client and acts as the liaison to internal resources, including Operations and Research. Their focus is on being a team player, strategic thinker, and proactively anticipating client needs to build a close working partnership with internal resources, as well as their clients. |
| Team Leader |
| The Team Leader is responsible for maintenance and enhancement of senior level relationships with clients. The Team Leader guides the work of the Project Managers, Project Coordinators, Analysts, and Programmers. Foundational to these overall goals is a solid understanding of client business needs and how, through innovation and application of information, to grow and add value to client business. Team Leaders also work closely with other departments to ensure their team has the necessary support to deliver high quality insights in a timely manner. |
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| OPERATIONS: |
| The Operations department is responsible for all information technology for the company. This includes IT infrastructure, telephony infrastructure, departmental support, remote hosting, and desktop support. Responsibilities also include creation of web, database, and other reporting systems programming. |
| Developer |
| This position is primarily responsible for creating custom database reporting solutions for client projects. Secondary responsibilities include programming for internal projects, and providing general technical advice and support to the project teams to which they are assigned. |
| Web Developer |
| This position is primarily responsible for programming and maintaining various elements of SMG’s web-based reporting, survey, and internal applications. This position is also responsible for doing custom client-driven web development. The Web Developer works with project teams to ensure quality and timely deliverables and also researches, drives, and adheres to “best-in-class” standards for web surveying and reporting to produce the best possible product to our clients. |
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| SALES: |
| Sales and Marketing is responsible for New Business Development and Client Education. This includes participating in industry conferences, as well as preparing proposals, executive presentations and marketing communications. |
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| ADMINISTRATION: |
| The Administration Department provides overall support to Service Management Group in areas such as Human Resources, Finance/Accounting, and Administrative Support. |
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| ADMINISTRATIVE SUPPORT: |
| Executive Support works directly with our executive leadership team by proactively managing all communications. These responsibilities include, but are not limited to: managing and maintaining executives’ schedules, managing incoming telephone and mail correspondence, preparing correspondence, scheduling meetings and preparing meeting agendas, coordinating and managing projects, making travel arrangements and preparing expense reports, identifying potential problems, evaluating options, and implementing solutions. Administrative Support must have excellent interpersonal skills, be articulate, and present themselves professionally. |
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| FINANCIAL OPERATIONS: |
| Financial Operations is responsible for handling daily accounting functions for the department, completing actual to budget analysis, reconciling assigned balance sheet accounts, participating in the monthly closing process, completing ad hoc projects and analysis, and completing payroll. They also serve as liaisons to the client services department in determining pricing policy and standards. |
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| HUMAN RESOURCES: |
| Human Resources provides a range of services to our 100 employees and growing. Human resources focuses on responsibilities ranging from internal strategy, recruiting, legal and regulatory, coaching and development, compensation and benefits, employee relations, and community involvement. |
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800.764.0439