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Manager, Account Operations
3 months ago
The Manager, Account Operations provides a centralized point of leadership for coordination and execution of face to face, digital and hybrid events/programs within a team so that operational excellence results with all program operations. You will strive to meet client needs, specifications, objectives, and quality standards. You'll also work with the collective event management team and direct reports to maximize contribution margin by effectively managing the customer experience, balancing customer satisfaction, employee satisfaction and organizational cost.
Provides Account Management to the Account Team
- Facilitate & document project process improvement
- Provide guidance and assistance to team members to maximize efficiency of the operations
- Monitor the internal workflow through company channels for quality, consistency, and quality in stakeholder relationships.
- Actively participate in determining the strategic direction of the overall account portfolio with input from the Director, Sourcing
- Outline project deliverables, risk assessment and change management of project goals and business rules
- Generate communication standard operating procedures with client stakeholders
- Technology lead with approvals, new additions, identifying and troubleshooting technology opportunities
- Assist in training fellow team members supporting account
- Oversee operational delivery for services included in project scope, managing timelines and deliverables to stay on target
- Program/account budgetary responsibility
- Work with Directors in Housing & Sourcing to generate labor report tracking and monitors profitability per
- Ensures all SLAs per SOW are met, as applicable
- Generate Invoicing for Vendor hotels
- Coordinate payment of deposits for hotels w/vendor master accounts as required
- Oversee billing reconciliation & payment of invoices per meeting
- Assists in managing and resolving any discrepancies with hotels, vendor and partners throughout the lifecycle of the event at the direction of the directors of sourcing & housing
- Reviews new meeting requests and ensures proper documentation is in place before labor hours are committed to project.
- Consults with individual stakeholders to define clear project goals.
- Monitor that data is being captured for all opportunities as set forth in client agreement.
- Manage and monitor adherence to all SLA's(Service Level Agreement's) set forth in the overall customer/company contract.
- Gain approval for individual SOW's and meeting requests from client procurement when needed.
- Manage and resolve project issues and risks
- Communicate effectively with the team and all stakeholders, so that the design of the ongoing project can change as needed as business needs change.
- Effectively communicate with client and internal stakeholders project time lines, expectations, delivery dates, changes to projects etc.
- Maintain a consistent and high quality communication with the Strategic Account Manager and directors through weekly, monthly, and quarterly account reviews.
- Present findings within team, prepare for data/reporting/matrixes for senior level presentations as required
- Continual efforts to understand the likely interfaces, other business aspects that influence/effect the project and effectively communicate to Account Executive, and directors of service teams.
- Document findings and identify ways to reduce risk.
- Validate findings.
- Decrease defects on deliverables. Record each defect so they can be analyzed and shared so they are not repeated.
- Monitor status/timely completion of deliverables and record variance on workplan to the estimated delivery date.
- Bachelor's degree or equivalent experience required.
- Proven experience working with cross functional projects, budgets, timelines
- Knowledge and general experience with sourcing, housing and project management
- Ability to analyze financial reports.
- High level of computer proficiency with all Microsoft Office applications including MS Word, MS Excel, MS Outlook, and MS PowerPoint as well as Google platform
- Working knowledge of client technology preferred.
- Strong oral and written communication skills.
- Proven decision making and problem solving skills.
- Excellent organizational, time and project management skills.
Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at
Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.
Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling [redacted] or by sending an email to [redacted].
