Senior Account Manager of Valet Operations - Metro Health Cleveland

Towne Park•Cleveland, OH

11d•$78,800 - $118,200

About The Position

The Senior Account Manager oversees one Tier 3 or Tier 4 site, or multiple assigned sites, and is accountable for financial performance, guest and client satisfaction, and business development. The role reports to the Area or District Manager and incorporates company initiatives and cultural perspectives into local operations, escalating issues to the assigned supervisor as needed. The position manages account financial and business systems, payroll, forecasting, staffing, recruiting, associate development, service delivery, client relationships, safety, and risk management. It also supports sales by identifying opportunities to expand services and keeping leadership informed of changes affecting client accounts. The position requires extended hours, including evenings and weekends. Physical duties include running, standing, walking, sitting, handling objects or controls, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, and lifting, pushing, or pulling specified loads. The annual base pay range is $78,800 to $118,200, with a midpoint of $98,500.

Requirements

Bachelor’s degree from a four-year college or university and at least three years of related experience and/or training, or an equivalent combination of education and experience.
Knowledge of general business practices, including accounting, human resources, and customer service.
Ability to drive a manual-transmission vehicle.
Valid driver’s license and clean driving record, maintained throughout employment.
Must be at least 18 years old for insurance purposes and able to pass a criminal background check, motor vehicle record check, and drug screen.
Ability to plan, set priorities, and manage multiple complex projects under pressure and meet deadlines.
Demonstrated work ethic, drive, energy, and persistence in achieving goals.
Ability to remain stable, dependable, and professional in changing or difficult situations.
Computer proficiency and technical aptitude, including Microsoft Excel, Word, and Outlook and technology and point-of-sale applications.
Strong written and verbal communication skills for addressing all levels of the organization.
Ability to represent the company in varied settings and demonstrate understanding and appreciation of diverse cultures.
Ability to read and interpret business policies, procedures, equipment manuals, training materials, and corporate communications.
Ability to compose professional internal and external business communications, including reports, memos, letters, and emails.
Ability to meet the stated physical demands, including occasionally lifting up to 75 pounds, pushing and pulling up to 100 pounds, and pushing or pulling 100 to 350 pounds on a wheelchair over considerable distances.
Availability to work extended hours, including evenings and weekends.

Responsibilities

Understand business metrics and performance measures, improve account profitability, and identify opportunities within contractual agreements.
Improve forecasting, productivity, claims, customer service, and turnover metrics; manage payroll controls for scheduling, overtime, tip reporting, and timekeeping.
Ensure forecasts, payroll, and accounting reports are accurate and submitted on time; use standardized business systems and comply with company policies and procedures.
Recruit and hire associates, support retention, respond to feedback, and ensure new hires receive orientation and on-the-job training.
Recognize strong performance, coach and train associates, identify and develop future leaders, conduct performance appraisals, and provide feedback to direct reports.
Hold associate meetings and shift huddles; document performance, apply positive discipline, delegate responsibilities, and support and guide Assistant Account Managers.
Escalate operational and developmental issues to the Area or District Manager, maintain communication rhythms and transparency, and review account compliance with standards.
Ensure consistent guest and patient service across shifts, allocate labor effectively, and coordinate seasonal staffing plans with the Area or District Manager and Human Resources.
Understand client service standards and metrics and integrate company standards to support client results.
Build working relationships with client staff, maintain regular meetings and communication, follow through on commitments, and remain visible at the site as appropriate.
Understand client priorities, focus the team on exceeding expectations, build client loyalty, identify business growth opportunities, and lead Client POP meetings.
Use company systems to control assets and expenditures; train others in their use and maintain a clean and orderly work environment.
Complete assigned tasks promptly, cooperate with management and coworkers, treat clients and associates respectfully, and maintain confidentiality.
Follow safety and security procedures, report incidents and risks, use equipment safely, and ensure associates receive safety and loss-prevention training.
Report claims accurately and promptly, cooperate with Risk Management, enforce accountability for at-fault claims and safety violations, respond to workplace safety concerns, and support injury and workers’ compensation procedures with Human Resources.
Follow employment and payroll policies and procedures to reduce exposure to employment claims and litigation.
Prioritize client relationship activities and meet with clients to present additional services.
Maintain client relationships to obtain references and leads for new business.
Keep leadership and sales teams informed of ownership, management company, brand, and client-position changes.
Monitor client business for construction, expansion, and other changes that may create opportunities to upgrade services.