Client Account Manager

Allied Universal • Cleveland, OH

10d

About The Position

Allied Universal is hiring a Client Account Manager to oversee day-to-day operations and events at assigned accounts. The role builds and maintains relationships with clients and employees, develops and retains staff, coordinates support services, resolves operational problems, and ensures events are prepared, managed, and closed out according to applicable policies and procedures.

Serving as the senior Allied Universal leader for the Cleveland Browns account and other key regional clients, the Client Account Manager provides strategic oversight of operations, client partnerships, staffing, and event execution. The position leads a team of operations professionals supporting regional venues and events and is accountable for overall account performance. The salary range is $70,000–$78,000 annually, depending on experience and qualifications.

Requirements

• High school diploma or equivalent.
• At least three years of event management, event operations, and/or event supervisory experience.
• Experience hiring, developing, motivating, and retaining quality staff.
• Ability to develop and grow customer relationships.
• Ability to work in a team-oriented management environment and independently.
• Ability to manage multiple priorities, complex situations, a diverse employee team, and ongoing client requirements.
• Demonstrated initiative and ability to prioritize competing assignments and manage deadlines.
• High proficiency and functional ability with Microsoft Office applications and office-management technology.
• Professional and articulate, with sound independent judgment and discretion.
• Ability to work nights, evenings, and holidays as needed, with a flexible schedule.
• Licensing may be required before employment, depending on applicable state and local laws and regulations.

Nice To Haves

• Facilities management experience.
• Military experience.
• Law enforcement experience.
• Previous payroll, billing, and scheduling experience.

Responsibilities

• Supervise day-to-day event operations and staffing at assigned client sites.
• Manage event supervisors and staff, including hiring, selection, scheduling, payroll, training, coaching, development, discipline, and termination.
• Build and maintain effective relationships with clients and employees.
• Coordinate support services to meet or exceed financial and operational goals and provide quality customer service.
• Ensure required reporting and contract-compliance requirements are met, and regularly communicate event issues to the client.
• Handle escalated security issues and emergency situations appropriately.
• Communicate staffing needs and assist recruiters with identifying, interviewing, and hiring candidates.
• Develop staff through coaching, counseling, training, performance evaluations, and recognition.
• Communicate policies, announcements, and job openings through an updated site READ file.
• Meet contractual scheduled hours while minimizing unbilled overtime.
• Coordinate or conduct site-specific, client-specific, and annual refresher training, and meet corporate training standards.
• Develop and maintain site-specific operational procedures and post orders for emergency reference.
• Manage uniforms, equipment, supplies, and vehicles, including inventories and maintenance checklists.
• Proactively communicate with clients, address their needs and issues, provide security and technical expertise, and work toward customer satisfaction.
• Use ABI and WinTeam for scheduling, billing, and reporting, and interpret reports to support effective business management.
• Enforce company policies and attend client meetings, security meetings, and event walkthroughs.
• Ensure staff are properly debriefed and prepared for events; prepare and distribute event post orders.
• Ensure labor-law requirements are followed, including rest and meal periods and check-in/check-out procedures.
• Enforce professional grooming and appearance standards.
• Keep the direct manager informed about client concerns, employee performance, guest complaints, injuries, and other significant account or event matters.
• Create venue dot maps, deployment sheets, show grids, and related materials.
• Complete and submit required paperwork, including incident reports and workers’ compensation filings, and submit the event file to the direct manager.
• Oversee core staffing and key-position succession, and monitor scheduled personnel and shifts.
• Facilitate timely event invoicing, follow up with clients on payment, and work with the Finance Manager to investigate and address invoicing or payment impediments.

Benefits

• Medical, dental, and vision coverage.
• Basic life and AD&D insurance.
• Retirement plan.
• Disability insurance.
• Eight paid holidays annually.
• Five sick days.
• Four personal days.
• Vacation accrued at 3.08 hours biweekly; unused vacation is paid out only where required by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED