Customer Relationship Manager

Customer Relationship Manager

Job Category: Customer Service & Contact Center Operations

Full-Time

Hybrid

Corporate Headquarters Las Vegas, NV 89118, USA

Description

Location: Las Vegas, Nevada

Work Arrangement: Hybrid; must be based in the Las Vegas, NV

Compensation: $85,000 Bonus eligible

Company Overview

Smart City Networks is the nation's leading telecommunications and technology services provider for convention centers, meeting facilities, stadiums, and large public venues. For more than 40 years, Smart City has delivered critical connectivity and event technology services for more than 3,200 events annually, supporting virtually every Fortune 500 company, major trade show, and high-profile live events. Our Las Vegas headquarters serves as the hub for national customer service, accounting, and technology operations, including our Network Operations Center, which provides remote monitoring and support across our venue portfolio.

Position Summary

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.

Key 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.

Required Qualifications

• 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.

Preferred Qualifications

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

What Success Looks Like

In this role, success means building a highly responsive, well-trained, and process-driven corporate customer service and sales team that supports both Smart City's field operations and national business objectives. The Corporate Customer Service and Sales Manager will strengthen internal alignment, improve the customer journey, enhance team performance, and help ensure Smart City continues to deliver a best-in-class service experience across its venue portfolio.

Company Benefits

• Medical and Prescription Drug
• Paid Time – Off
• Supplemental Accident, Critical Illness, and Hospital Care
• Dental
• Vision
• Basic Life/AD&D
• Voluntary Life
• Short-Term Disability
• Long – Term Disability
• Flexible Spending Account (FSA)
• Retirement – 401(K)
• Life Assistance Program (LAP)
• Wellness
• Tuition Reimbursement

As part of our standard hiring process for new employees, employment with Smart City Networks will be contingent upon successful completion of a background check, including a drug screen.

Smart City Networks is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact us at View phone number on click.appcast.io

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.