Account Manager, Premium Service & Enagagement

Position Overview

The Account Manager, Premium Service & Engagement is responsible for delivering world-class service to premium seat holders, suite owners and premium clients. This role focuses on cultivating long-term relationships, maximizing retention and enhancing the overall premium experience at Spectrum Center.

Core Values

• HSE Embodies The Following Core Values:
  • Integrity
  • Teamwork
  • Competitiveness
  • Candor
  • Accountability
  • Resilience

Essential Duties & Responsibilities

• Serve as the primary liaison for premium suite owners, club seat holders and VIP clients, ensuring an exceptional service experience.
• Proactively build and maintain relationships with high-net-worth individuals, corporate executives and key stakeholders to drive renewals and long-term engagement.
• Execute personalized client touchpoints, including check-ins, hospitality events, gifting programs and exclusive experiences to enhance client satisfaction.
• Organize and execute exclusive member events, such as VIP meet-and-greets, behind-the-scenes tours and premium appreciation nights.
• Absorb premium gameday activations to enhance the in-venue experience.
• Oversee renewal processes for premium seat and suite leases, strategically identifying opportunities to upsell or extend agreements.
• Generate new business revenue year over year, either from current book of business or self-prospected leads.
• Provide on-site concierge service during games and events, ensuring that premium clients’ needs are met seamlessly.
• Handle premium client issues with professionalism and efficiency, ensuring timely resolutions and a high standard of service.
• Communicate important information regarding premium benefits, upcoming events, parking, catering and other hospitality services in a timely and effective manner.
• Work closely with the premium sales team to identify new opportunities within existing accounts and assist in referrals for new business.
• Collaborate with internal departments, including food & beverage, ticketing, corporate partnerships, and game operations, to deliver a first-class premium experience.
• Maintain an accurate and updated CRM database, tracking client interactions, feedback, and service requests.
• Perform other duties and responsibilities as assigned to support the overall premium service strategy.

Required Skills, Experience And Abilities

• Bachelor’s degree in Sports Management, Hospitality, Business, or a related field preferred.
• 2-3 years of experience in premium service, VIP hospitality or high-end client relations in sports, entertainment or luxury hospitality.
• In-depth knowledge of premium hospitality, ticketing and event operations in sports or entertainment venues.
• Strong relationship-building skills with a customer-first approach, capable of engaging with executives and affluent clientele.
• Exceptional verbal and written communication skills, with the ability to personalize interactions and provide proactive solutions.
• Detail-oriented with excellent organizational and time-management skills to manage multiple accounts.
• High-energy, self-motivated sales professional with a passion for driving revenue.
• Strong negotiation skills and the ability to highlight the value of premium experiences.
• Effective problem-solving abilities in fast-paced, high-pressure environments.
• Commitment to delivering a white-glove service experience that drives client satisfaction and retention.
• Proficiency in CRM software (Salesforce, Archtics or similar) for managing client information and tracking interactions.
• Flexibility to work non-traditional hours, including evenings, weekends, and holidays, based on event schedules.