Account Coordinator II (U.S. Remote)

Innovative Employee Solutions•San Diego, CA

2d•$31 - $42•Remote

About The Position

The Account Coordinator II serves as the primary operational relationship owner and trusted advisor for assigned clients in the entertainment, media, and interactive gaming industries. The role provides proactive account management, workforce oversight, and issue resolution across the employee lifecycle. It applies independent judgment to assess priorities and operational risks, identify root causes and patterns, manage escalations, and provide informed recommendations that strengthen client partnerships and measurable service outcomes. The position balances client needs, employee experience, operational feasibility, and compliance requirements. It owns client communications and outcomes for complex matters, coordinating with internal departments and subject matter experts as needed. The role also oversees workforce administration, assignment data, onboarding and offboarding, account performance, and operational records across IES and client systems. The position requires recent relevant industry or service-provider experience and familiarity with project-based employment, crew and freelance talent, rapid onboarding, variable work locations, and applicable union, guild, and collective bargaining considerations.

Requirements

Five or more years of experience in client services, account management, staffing, HR operations, onboarding, workforce administration, payroll, benefits, EOR services, or a related discipline.
Recent experience in the entertainment, media, or gaming industry, or at an EOR, payroll services, or workforce solutions provider specializing in those industries.
Experience managing client relationships, handling escalated matters, and supporting VMS, MSP, or workforce management environments.
Strong stakeholder management, communication, and client consultation skills, including the ability to coordinate competing priorities and manage operational complexity.
Critical-thinking, judgment, and problem-solving skills, including assessing business context, identifying root causes, evaluating risks and tradeoffs, and delivering well-reasoned recommendations with follow-up ownership.
Ability to think strategically about assigned accounts and connect day-to-day service delivery to broader client objectives.
Ability to work independently and collaborate effectively across multiple departments.
Strong organizational skills, attention to detail, and discretion when handling sensitive information.
Proficiency with Microsoft Office, CRM platforms, HRIS systems, VMS technologies, and case-management tools.
Completion and passage of a background check after a conditional offer of employment.

Nice To Haves

Experience with entertainment payroll, production crews, freelance and contract talent, live events, or game development teams, including familiarity with start paperwork, timecards, and production accounting workflows.
Experience coordinating international talent, cross-border assignments, or visa-related matters in creative industries.
Experience leading client meetings, business reviews, or service escalation discussions.
Certified Staffing Professional (CSP), SHRM-CP, PHR, CCWP, or comparable certification.

Responsibilities

Serve as the primary operational relationship owner and trusted advisor for assigned clients, maintaining relationships with client stakeholders and workforce contacts.
Lead client meetings, account reviews, and service discussions; understand workforce needs, organizational priorities, and service expectations.
Tailor service delivery to workforce models common in entertainment, media, and gaming, including production crews, seasonal staffing, and event-driven staffing.
Collaborate with internal teams to ensure effective service delivery and guide junior team members on account-specific processes.
Identify and address concerns, maintain client satisfaction and account health, and advocate for clients while balancing company policies, compliance, and operational capabilities.
Maintain confidentiality of employee and client information and perform other job-related duties as assigned.
Own day-to-day operational relationships for assigned accounts and conduct regular meetings, service reviews, and operational discussions.
Develop a detailed understanding of each client's organizational structure, workforce, business objectives, and service expectations.
Monitor account health; analyze trends, risks, and service patterns; and present documented recommendations with rationale, expected impact, and ownership.
Maintain communication and escalation paths and communicate account updates, risks, and opportunities to leadership.
Own complex, sensitive, escalated, and high-priority employee and client matters by assessing facts and business and compliance impacts.
Coordinate with Payroll, Benefits, HR, Compliance, Legal, Finance, Immigration, and other departments, including on industry-specific matters such as union and guild eligibility, fringe and benefit-fund reporting, multi-jurisdiction work, and international talent visa considerations.
Evaluate resolution options and create plans that identify the issue, stakeholders, recommended path, target timing, and communication owner.
Retain ownership of client communication and outcomes regardless of which team executes the resolution; explain complex operational, payroll, compliance, and employment information clearly to clients.
Monitor service delivery and operational performance, including onboarding and assignment activity, case volume, and service metrics.
Identify recurring issues, root causes, operational risks, and improvement opportunities; document client-specific requirements and commitments for service teams.
Turn account observations into actionable recommendations for continuous improvement, risk mitigation, and long-term client partnership health.
Track recurring issues, recommendations, and follow-up actions; coordinate coverage during transitions and periods of increased activity.
Maintain accurate assignment data across IES systems, client technologies, VMS, and MSP environments.
Support high-volume, time-sensitive onboarding and offboarding associated with production schedules, project milestones, game launches, and live events.
Manage assignment extensions, revisions such as rate or title changes and part-time-to-full-time conversions, and offboarding, including worker communications, separation documentation, and final pay requirements.
Coordinate work-location changes with Payroll, addressing state and local tax implications and jurisdiction-specific requirements for productions, tours, and on-location work.
Conduct periodic audits of assignment details, workforce records, and employment data; support AOR and Global Services engagements as applicable.
Use CRM, HRIS, VMS, MSP, and case-management platforms to support service delivery and maintain accurate client, workforce, and operational records.
Use reporting and system data to monitor account performance, identify trends, and support data-informed recommendations to clients and leadership.
Audit IES systems and client technologies to ensure data integrity and identify process gaps and improvement opportunities.
Adapt to changing technology platforms, client requirements, and business processes to improve service delivery, efficiency, and quality control.