Manager, Premium Client Service

Kaseya Center•Miami, FL

About The Position

The Miami HEAT Premium Service team is seeking a Manager, Premium Client Service. The role would be overseeing and acting as a liaison between assigned Premium Accounts and The HEAT Group. Provide all clients with the highest level of service in the industry. Ensure all contractual obligations are being fulfilled while continuing to seek incremental revenue streams via these accounts and internal partner opportunities.

Requirements

Bachelor's degree (B. A.) or equivalent from college or technical school; or one year related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Oversee all aspects of contractual obligations related to assigned accounts.
Maintain updated contract files with all relevant correspondence.
Meet with accounts on a regular basis.
Function as liaison for assigned internal departments (Box Office, Enterprises, Basketball Operations, Security, etc.).
Assist with renewals of accounts.
Track all expenditures against established budgets.
Manage and maintain expense reports.
Assist in the creation and implementation of the Operations Manual for the Premium Services department.
Function as liaison with internal HEAT Group partners, including CSC, Pritchard, Levy Restaurants, etc.
Meet on a regular basis with other department members to provide direction, communication, and other information as necessary.
Attend various private and corporate events as a representative of the Sales Division.
Prepare reports and summaries for review of Sr. Director as requested.
Manage all part-time staffing functions, including recruiting, hiring, onboarding, training, scheduling, attendance tracking, and payroll approvals.
Lead workforce operations for events and premium services, ensuring proper staffing coverage, service standards, and collaboration with HR, Payroll, Security, Operations, and Leadership.
Drive employee performance and engagement through coaching, recognition programs, performance management, and ongoing development to support exceptional guest experiences.