Sr. Account Manager - Valet & Parking Operations - Columbus, OH

About Towne

Towne is an exceptional arrival through departure experience company. With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities.

About the role

The Senior Account Manager directly oversees one Tier 3 or 4 assigned account and the organizational chart therein, responsible for account performance in financial management, guest satisfaction, and client satisfaction and business development objectives. The Senior Account Manager reports to the Area or District Manager responsible for the assigned portfolio of accounts to ensure corporate initiatives and Towne Park cultural perspectives are incorporated within the area’s operations. The Senior Account Manager is responsible for escalating issues to their assigned supervisor to address and correct.

Responsibilities

• Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance; improves financial performance and profitability of the account; maximizes opportunities within the contractual agreement; positively moves metrics for forecasting, productivity, claims, customer service, and turnover.
• Manages payroll and ensures controls are in place for scheduling, overtime, tip reporting, and timekeeping; ensures forecasts, payroll and accounting reports are on time and accurate; utilizes standardized business systems and ensures compliance with policies and procedures.
• Actively engaged in recruitment and hiring to select the best people; fosters an environment that retains talented associates; responds proactively to associate feedback and suggestions; ensures proper orientation, on-the-job training, and regular performance appraisals; recognizes great performance and provides growth opportunities; identifies talent and helps develop future leaders.
• Delegates responsibilities effectively; provides direction to Assistant Account Managers; escalates issues to the Area/District Manager in accordance with Towne Park’s Escalations and Approvals Policy; maintains timely communication and transparency with Area/District Manager; establishes rhythms to review compliance to standards for the account.
• Ensures consistent guest/patient service experience across all shifts; allocates labor resources to support service delivery; forecasts and plans for seasonal variances in business with Area/District Manager and Human Resources; integrates Towne Park’s standards with client’s service standards; drives results aligned with client’s service metrics.
• Develops cohesive working relationships with client staff; maintains regular meeting rhythms and communication channels; ensures commitments are followed through; maintains high visibility at the site; understands and focuses the team on client objectives; builds client loyalty and creates a net promoter of Towne Park; attends and leads Client POP meetings.
• Fully understands and utilizes Towne Park systems to control assets and expenditures; trains others or ensures training; maintains a clean, neat work environment; completes tasks timely; cooperates with management and coworkers to meet internal and external customer needs; treats clients and associates with courtesy, respect and dignity; maintains strict confidentiality.
• Understands and follows safety and security procedures; practices preventative safety procedures; reports all accidents and incidents immediately; uses only trained equipment and operates it safely; reports high-risk areas and safety concerns; ensures associates are trained in safety and loss prevention; ensures timely and accurate claims reporting; follows progressive disciplinary process for safety violations; responds promptly to safety concerns; follows procedures for reporting on-the-job injuries and works with HR on workers’ compensation cases; adheres to employment and payroll policies to limit exposure.
• Assists in prioritizing client relationship activities; meets with the client to present and offer additional services; maintains relationships to obtain references and leads for new opportunities; keeps leadership and sales teams advised on changes to ownership groups/management companies or brand changes; advises leadership and sales of position changes at the client location; monitors client’s business for new construction, expansions, and changes to identify service upgrade opportunities.

Qualifications

• Education: Bachelor’s degree from a four-year college or university.
• Licensure/Certification: Must be able to drive manual transmission; must have and maintain a valid driver’s license and clean driving record; must be at least 18 years of age and able to pass a criminal background check, MVR and drug screen.
• Work Experience: A minimum of three (3) years of related experience and/or training; or equivalent combination of education and experience.
• Knowledge: General business practices including accounting, human resources and customer service.
• Skills:
  • Ability to effectively plan, set priorities, and manage several complex projects simultaneously while working under pressure to meet deadlines.
  • Demonstrated work ethic, drive, energy, and persistence to achieve goals.
  • Ability to maintain stability, dependability and professionalism when faced with changing and difficult situations.
  • Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word and Outlook) and various technology and point-of-sale applications.
  • Written and verbal communication skills to effectively address all levels within the organization.
  • Ability to represent the company effectively in diverse settings with an appreciation for diverse cultures.
  • Ability to read, analyze, 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.

Scope

• Authority to Act: Performs duties independently with minimal supervision; decisions are routine and made within prescribed guidelines, policies and procedures; mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or financial implications.
• Budget Responsibility: The employee has control over a department(s) budget.

Working Conditions & Physical Demands

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Regularly required to talk or hear.
• Frequently required to sit or stand for extended periods of time; may be required to run, walk, handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

• Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

Working Environment

The majority of work will be performed in climate-controlled environments.

Compensation

The salary range for this position is $85,000 – $95,000. Employees may be eligible to receive annual incentive bonuses depending on their job classification and policy guidelines.

Benefits

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

Paid Time Off

• Employees accrue 0.0385 hours of PTO per hour worked up to a maximum of 80 hours per calendar year.
• Employees receive 6 paid holidays throughout the calendar year.
• Employees accrue up to a maximum of 4 paid floating holidays per calendar year.
• Eligibility requirements apply to some benefits and may depend on job classification and length of employment; benefits are subject to change and may be subject to specific plan or program terms.