Account Manager at Williams

Los Angeles, California, United States

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$80,000 – $85,000Compensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Business ServicesIndustries

Requirements

Bachelor’s degree or equivalent experience
Over 5 years’ experience and a proven track record of being a recognized leader and manager of people in a customer service intensive environment
Sales or professional consulting experience (a plus but not required)
Demonstrated record implementing solutions that have permanently resolved poor contract performance or difficult situations
Excellent client service skills with a service-minded approach towards the client
Proven experience in the delivery and management of complex multi-service solutions for clients
Minimum of two years of successful financial management

Responsibilities

Oversee day-to-day operations across all service lines with an emphasis on front-end services (hospitality, catering, concierge, events, and reception)
Ensure seamless, high-touch guest experiences aligned with white-glove service standards
Implement and manage standard operating procedures, workflow optimization, quality metrics, and service delivery goals
Lead continuous improvement initiatives and proactively address operational issues before they escalate
Utilize workflow management tools to monitor service delivery and inform staffing decisions
Partner with cross-functional teams to ensure integration with client expectations and organizational policies
Establish the quality of service delivery across portfolio of accounts
Implement standardized processes for all aspects of operations
Track operational controls and ensure management information reporting requirements are fulfilled
Accomplish action items from account plans
Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
Follow delegations of authority for operations team
Partner with functional teams, adhering to appropriate corporate policies, internal controls, and reporting
Manage staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
Investigate and resolve issues escalated by portfolio client(s) and communicate significant issues to the Operations Director and client services
Maintain strong knowledge of clients’ businesses and the impact of services
Manage overall performance metrics of accounts/departments against contract/target metrics
Provide team with clear communications regarding target metrics/expectations and support their achievements
Escalate operational, compliance, and financial risk areas
Manage the selection, induction, development, retention, motivation, and performance of direct reports
Establish a structured succession plan for key roles
Support new business implementation
Cascade key business and organizational messages down to the associate level per appropriate channels
Share knowledge, best practices, and solution designs within relevant management teams to ensure continuous business improvement
Ensure operational processes stay within agreed upon budgets and timelines
Provide training and development opportunities and serve in a mentoring role for direct reports
Compile and issue monthly client billing
Manage staff allocation through optimized scheduling, cross-training, and fostering a strong sense of teamwork