Account Manager - Upper Chesapeake Medical Center (UMMS)

Towne is an exceptional arrival-through-departure experience company delivering seamless parking and mobility solutions powered by best-in-class hospitality and integrated technology. With 14,000 team members, Towne creates smiles for millions of guests annually across the places where people live, learn, work, play, rejuvenate, and recover.

About the role

The Account Manager directly oversees one Tier 1 or 2 Towne Park account and is responsible for financial performance, guest/patient satisfaction, and client satisfaction objectives.

Responsibilities

• Financial and Business Systems Management
  • Drive business metrics and performance measurements to ensure effectiveness, high performance, and compliance
  • Improve financial performance and profitability of the account
  • Understand the contractual agreement and maximize opportunities
  • Positively influence forecasting, productivity, claims, customer service, and turnover metrics
  • Manage scheduling, overtime, tip reporting, and timekeeping for direct reports
  • Ensure timely and accurate forecasts, payroll, and accounting reports
  • Utilize standardized business systems and ensure compliance with policies and procedures
• Human Resources
  • Engage in recruitment and hiring to select top talent for the location
  • Foster an environment that retains talented associates
  • Respond proactively to associate feedback, including satisfaction surveys and exit interviews
  • Ensure proper orientation and on-the-job training for new associates
  • Recognize and develop great performance; provide coaching and training for improvement
  • Identify talent and develop future leaders
  • Conduct regular performance appraisals and provide feedback
  • Hold effective associate meetings and ensure shift huddles occur on every shift
  • Practice positive discipline and document performance accurately and timely
  • Delegate responsibilities effectively
• Service Management
  • Ensure consistent delivery of guest/patient service experience on all shifts
  • Allocate labor resources efficiently to support service delivery
  • Work with Area/District Manager and Human Resources to forecast and plan for seasonal variances
  • Understand and integrate client’s service standards with Towne Park’s standards
  • Know client’s service metrics and drive results to meet them
• Client Relations Management
  • Develop cohesive working relationships with client staff
  • Maintain regular communication and follow through on commitments
  • Be highly visible and present at the site
  • Understand client objectives and ensure the team exceeds expectations
  • Build client loyalty and create net promoters of Towne Park
• Systems and Standards
  • Utilize Towne Park systems to control assets and expenditures
  • Train others on proper use of provided systems
  • Maintain a clean, neat work environment
  • Complete tasks in a timely manner as instructed
  • Cooperate with management and coworkers to maintain service levels
  • Treat clients and associates with courtesy, respect, and dignity
  • Maintain strict confidentiality of associate and client information
• Safety and Risk Management
  • Understand and follow safety and security procedures
  • Practice preventative safety procedures
  • Report accidents, incidents, and potential high-risk areas immediately
  • Use equipment safely and report safety concerns
  • Ensure associates are trained in safety and loss prevention
  • Report claims timely and accurately; cooperate with Risk Management
  • Follow progressive disciplinary process for at-fault claims and safety violations
  • Respond promptly to workplace safety concerns
  • Follow procedures for reporting on-the-job injuries and manage worker’s compensation cases
  • Adhere to employment and payroll policies to limit exposure to claims
• Sales Responsibilities
  • Maintain relationships with clients to obtain references and leads for new opportunities
  • Advise leadership and sales teams on changes to ownership or management
  • Monitor client’s business for construction, expansion, or changes that could lead to growth opportunities

Qualifications

• Associate’s degree and a minimum of two (2) years of related experience and/or training; OR equivalent combination of education and/or experience
• Knowledge of general business practices including accounting, human resources, and customer service
• Ability to drive manual transmission
• Valid driver’s license and clean driving record
• At least 18 years of age; must pass criminal background, MVR, and drug screen

Skills

• Ability to plan, set priorities, and manage complex projects under pressure
• Demonstrated work ethic, drive, energy, and persistence to achieve goals
• Computer proficiency with MS Office (Excel, Word, Outlook) and various technology/point-of-sale applications
• Strong written and verbal communication skills for all organizational levels
• Ability to represent the company in diverse settings with cultural appreciation
• Ability to read, analyze, and interpret business policies, procedures, manuals, and communications
• Ability to compose professional business communications (reports, memos, letters, emails)

Benefits

• Medical, dental, and vision insurance
• Accident, critical illness, hospital indemnity insurance, and telemedicine benefits
• Company-paid basic life and AD&D insurance
• Short-term and long-term disability
• 401k retirement savings plan

Pay

• Salary range: $57,600 - $86,400
• Eligibility for annual incentive bonuses depending on job classification and policy guidelines

Schedule

• Paid Time Off: Accrue 0.0385 hours of PTO per hour worked, up to 80 hours per calendar year
• 6 paid holidays per calendar year
• Up to 4 paid floating holidays per calendar year
• Working extended hours, including evenings and weekends, is required
• Travel of up to 10% may be required

Physical Demands and Work Environment

• Regularly required to run, stand, walk, sit, use hands, reach, climb stairs, balance, stoop, kneel, crouch, or crawl
• Specific vision abilities required: close, distance, color, peripheral, depth perception, and ability to adjust focus
• Must lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally
• Must push and pull 75 pounds frequently and 100 pounds occasionally
• Must push and pull (on wheelchair) 100 to 350 pounds frequently over considerable distances