Account Coordinator II (U.S. Remote)

Innovative Employee Solutions•San Diego, CA

3d•Remote

About The Position

The Account Coordinator II serves as the primary operational relationship owner 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, using independent judgment to assess priorities, identify patterns and risks, and recommend improvements that strengthen client partnerships and service outcomes. The position balances client needs, employee experience, operational feasibility, and compliance requirements while aligning service delivery with IES standards and long-term account health. The role calls for direct experience in entertainment or gaming, or experience with an EOR, payroll services, or workforce solutions provider serving those industries. The coordinator should understand project-based employment, production crews and freelance talent, rapid onboarding, variable work locations, and union, guild, and collective bargaining considerations. The position owns complex and escalated matters, coordinates with internal subject matter experts, maintains client communication through resolution, and translates operational, payroll, compliance, and employment matters into clear recommendations and updates. The coordinator also oversees assignment and workforce data, high-volume onboarding and offboarding, assignment changes, work-location updates, and periodic audits. The role uses CRM, HRIS, VMS, MSP, case-management, and reporting platforms to maintain records, monitor performance, identify trends, and support continuous improvement.

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 risk and tradeoffs, and providing 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.
Must complete and pass 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, timecard, 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, service discussions, and operational reviews; understand client workforce needs, priorities, and service expectations.
Tailor service delivery to workforce models common to entertainment, media, and gaming, including production crews, seasonal staffing, and event-driven staffing.
Collaborate with internal teams to deliver services and support and guide junior team members on account-specific processes.
Proactively address concerns, monitor 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.
Monitor account health, analyze service trends, risks, and patterns, and provide documented recommendations with rationale, expected impact, and ownership.
Establish communication and escalation paths and communicate account updates, risks, and opportunities to leadership.
Own complex, sensitive, escalated, and high-priority employee and client matters; assess facts, business and compliance impacts, and appropriate resolution paths.
Coordinate with Payroll, Benefits, HR, Compliance, Legal, Finance, Immigration, and other departments, including on union and guild eligibility, fringe and benefit-fund reporting, multi-jurisdiction work, and international talent visa considerations.
Create resolution plans that identify issues, stakeholders, recommended actions, target timing, and communication ownership; retain accountability for client communication and outcomes.
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.
Track recommendations and follow-up actions, coordinate coverage during transitions and periods of increased activity, and support continuous improvement and account health.
Maintain the integrity of assignment data across IES systems, client technologies, VMS, and MSP environments.
Support high-volume, time-sensitive onboarding and offboarding tied to 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 regulations.
Conduct periodic audits of assignment details, workforce records, and employment data; support AOR and Global Services engagements as applicable.
Use CRM, HRIS, VMS, MSP, case-management, and reporting platforms to maintain accurate records, monitor performance, identify trends, and support data-informed recommendations.
Conduct routine audits across IES systems and client technologies, adapting to evolving platforms, client requirements, and processes to improve service delivery, efficiency, and quality control.