Customer Relationship Manager

Smart City Networks Career•Las Vegas, NV

1d•$85,000•Hybrid

About The Position

Smart City Networks is seeking a Corporate Customer Service and Sales Manager to lead and elevate the performance of our Corporate Customer Service Department. This role is responsible for managing headquarters-based customer service and sales team members, supporting field General Managers with site-specific order processing and exhibitor sales initiatives, and driving continuous improvement across customer-facing processes, tools, and training programs. This individual will serve as a strategic leader and operational partner, ensuring the department is scalable, efficient, and aligned with company objectives. The ideal candidate brings strong leadership capability, customer sales and service expertise, process-improvement experience, and the ability to collaborate effectively across operations, sales, product, marketing, and venue leadership.

Requirements

Bachelor’s degree in business, communications, or a related field; equivalent relevant experience may be considered.
Minimum of five (5) years of customer service, sales support, or related operational experience, preferably in a high-volume service environment.
Minimum of three (3) years of people management experience with direct reports.
Strong verbal and written communication skills, with the ability to work effectively across departments and with field leadership.
Strong organizational skills, time management, and attention to detail.
Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook are required.
Ability to manage multiple priorities while maintaining a high standard of service and execution.
Must be based in the Las Vegas, Nevada area and able to work in the office at least three days per week.
Experience working with CRM platforms, preferably Microsoft Dynamics.
Experience with live chat, digital customer support tools, and AI-assisted service channels.

Nice To Haves

Experience in the convention, trade show, venue technology, telecommunications, hospitality, or event services industry.

Responsibilities

Lead, coach, and develop Corporate Customer Service and Sales Representatives including training, scheduling, performance management, and career development.
Partner with General Managers and field leadership to support regional and venue-specific customer sales and service activity, order processing, exhibitor sales initiatives, and issue resolution.
Evaluate departmental workflows and identify opportunities to improve efficiency, service delivery, scalability, and overall customer experience.
Lead cross-functional collaboration with sales, product, marketing, operations, and technology teams to improve service consistency and support revenue-generating initiatives.
Support the implementation and ongoing refinement of exhibitor sales programs and customer engagement channels, including live chat and AI-assisted service tools.
Maintain strong working knowledge of Smart City policies, products, platforms, procedures, and proprietary systems, and ensure accurate system usage by the team.
Oversee training programs and training materials for team members, including onboarding, systems training, customer interaction standards, and product knowledge.
Manage departmental reporting, performance tracking, and budget responsibilities, using data to identify trends and recommend operational improvements.
Maintain regular, reliable attendance and model professional leadership behaviors consistent with Smart City standards.