Client Account Manager

Allied Universal • Cleveland, OH

7d • $70,000 - $78,000

About The Position

Allied Universal is hiring a Client Account Manager to oversee day-to-day event operations at assigned accounts. The role manages client and employee relationships, develops and retains staff, coordinates support services, and resolves issues to run account and event operations effectively. The manager oversees show preparation through closeout while following applicable policies and procedures, and provides leadership to supervisors and front-line staff while maintaining employee morale, safety, service, appearance, and performance.

The Client Account Manager serves as the senior Allied Universal leader for the Cleveland Browns account and other key regional clients. This highly visible position provides strategic oversight of operations, client partnerships, staffing, and event execution, and leads operations professionals supporting regional venues and events. The stated 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 both independently and in a team-oriented management environment.
• Ability to manage multiple priorities, complex situations, a diverse employee team, and client requirements on an ongoing basis.
• Ability to take initiative, prioritize competing assignments, and manage deadlines effectively.
• High proficiency in Microsoft Office applications and ability to use 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, subject to state and local laws and regulations.

Nice To Haves

• Facilities management, military, or 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, support, discipline, and terminations.
• 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.
• Communicate regularly with clients about issues and events, and address escalated security issues or emergencies appropriately.
• Communicate staffing needs and assist recruiters with identifying, interviewing, and hiring candidates.
• Develop staff through performance management, coaching, counseling, training, evaluations, and recognition.
• Communicate policies, company announcements, and job openings through updated site READ files.
• 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 operational procedures and site-specific post orders for emergency reference.
• Manage account uniforms, equipment, supplies, vehicles, inventories, and maintenance checklists.
• Proactively communicate with clients, address their needs, provide security and technical expertise and solutions, and ensure customer satisfaction.
• Use ABI and WinTeam for scheduling, billing, and reporting, and interpret reports to guide business management.
• Enforce Allied Universal Event Services policies.
• Attend client and security meetings and event walk-throughs.
• Ensure staff are properly debriefed and prepared for each event.
• Prepare and distribute event post orders to assigned event personnel.
• Ensure compliance with labor laws, including rest and meal periods and check-in/check-out procedures.
• Model and enforce professional grooming and appearance standards.
• Keep the direct manager informed of client concerns, employee performance issues, guest complaints, injuries, and other important account or event matters.
• Create venue dot maps, deployment sheets, show grids, and similar materials.
• Complete and submit paperwork, including incident reports and workers’ compensation filings, as well as event files, according to policy.
• Oversee core staffing and key-position succession, and monitor scheduled personnel and shifts.
• Facilitate timely event invoicing, follow up with clients regarding payment, and work with the Finance Manager to investigate and mitigate invoicing or payment obstacles.

Benefits

• Medical, dental, and vision insurance.
• Basic life and AD&D insurance.
• Retirement plan.
• Disability insurance.
• Eight paid holidays annually.
• Five sick days and 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