Account Manager - Cleveland Clinic Main Campus

Towne Park•Cleveland, OH

13d•Onsite

About The Position

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for account performance for financial, guest/patient satisfaction, and client satisfaction objectives. This role involves managing business metrics, financial performance, client relations, and ensuring service standards are met. The Account Manager will also be involved in human resources functions such as recruitment, training, and performance management, as well as safety and risk management procedures. Additionally, sales responsibilities include maintaining client relationships for new opportunities and monitoring existing clients for growth potential.

Requirements

Associate’s degree preferred and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience
Knowledge of general business practices including accounting, human resources and customer service
Must be able to drive manual transmission
Must have and maintain a valid driver’s license and clean driving record
For insurance purposes, must be at least 18 years of age
Must be able to pass a criminal background, MVR and drug screen
Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines
Demonstrated work ethic, drive, energy, and persistence to achieve goals
Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations
Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications
Written and verbal communication skills to effectively address all levels within the organization
Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures
Ability to read, analyze, and interpret general business policies, procedures, equipment manuals, training materials, and corporate communications
Ability to compose professional internal and external business communications including reports, memos, letters, and e-mails

Responsibilities

Drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
Improves the financial performance and profitability of the account.
Maximizes opportunities within the contractual agreement.
Manages scheduling, overtime, tip reporting, and timekeeping for direct reports.
Ensures forecasts, payroll, and accounting reports are accurate and timely.
Utilizes standardized business systems and ensures compliance with policies and procedures.
Engages in recruitment and hiring processes to select the best candidates.
Fosters an environment that retains talented associates.
Responds proactively to associate feedback and suggestions.
Ensures new associates receive proper orientation and on-the-job training.
Recognizes and develops great performance and provides opportunities for growth.
Trains and coaches team and individual performers on areas needing improvement.
Identifies talent and helps develop future leaders.
Conducts regular performance appraisals and provides feedback and coaching.
Holds effective associate meetings and ensures shift huddles occur.
Practices positive discipline and provides accurate performance documentation.
Delegates decision-making and responsibilities appropriately.
Ensures the guest/patient service experience is delivered consistently.
Efficiently allocates labor resources to support service delivery.
Forecasts and plans for seasonal variances in business to ensure proper staffing.
Integrates Towne Park’s standards with client service standards.
Ensures Towne Park is driving results for client service metrics.
Develops cohesive working relationships with clients’ staff.
Maintains regular meeting rhythms and communication channels with the client.
Maintains a high level of visibility at the client site.
Focuses the team on exceeding client expectations.
Builds client loyalty and creates a net promoter of Towne Park.
Fully understands and utilizes Towne Park systems for asset and expenditure control.
Maintains a clean and neat work environment.
Completes tasks in a timely manner.
Cooperates with management and coworkers to ensure adequate service delivery.
Treats clients and associates with courtesy, respect, and dignity.
Maintains strict confidentiality of associate and client information.
Understands and follows safety and security procedures.
Practices preventative safety procedures.
Reports all accidents and incidents immediately.
Uses only trained equipment and operates it safely.
Reports all potential high-risk areas and safety concerns.
Ensures associates are adequately trained in safety and loss prevention.
Reports claims timely and accurately and cooperates with Risk Management.
Follows progressive disciplinary process for at-fault claims and safety violations.
Responds promptly to workplace safety concerns.
Follows procedures for reporting on-the-job injuries and managing worker’s compensation cases.
Adheres to Towne Park employment and payroll policies.
Maintains relationships with present clients for references and leads.
Keeps leadership and sales teams advised of changes in client ownership or management.
Advises Leadership and Sales of any changes in position at the client location.
Monitors existing clients for construction, expansion, or changes that could lead to growth opportunities.