Senior Account Manager of Valet Operations - Metro Health Cleveland

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. For more information, visit  www.towne.com  and follow us on  LinkedIn .  Click here for important notices that may be applicable to you. For more information about our privacy policy, please click here . The Senior Account Manager directly oversees one Tier 3, 4 or assigned multiple sites (as defined on attached Tier Assignment and Leader Assignment) 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. JOB SUMMARY The Senior Account Manager directly oversees one Tier 3, 4 or assigned multiple sites (as defined on attached Tier Assignment and Leader Assignment) 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. Compensation: Towne is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The annual base pay range for this position is: Min $78,800 - Mid $98,500 - Max $118,200  DUTIES AND RESPONSIBILITIES Financial and Business Systems Management Understands and drives business metrics and performance measurements to ensure effectiveness, high performance and compliance Demonstrates the ability to improve the financial performance and profitability of the account Understands the contractual agreement and recognizes ways to maximize opportunities Demonstrates the ability to positively move the metrics for forecasting, productivity, claims, customer service, and turnover Manages payroll and ensures that controls are in place for scheduling, overtime, tip reporting, and timekeeping Ensures that forecasts, payroll and accounting reports are on time and accurate Effectively utilizes standardized business systems as developed by Towne Park and ensures compliance with policies and procedures Human Resources Is actively engaged in the recruitment and hiring processes to ensure the best people are selected for the location Fosters an environment that retains talented associates Responds proactively to associate feedback and suggestions, including satisfaction surveys and exit interviews Sees that new associates get off to the right start through proper orientation and on-the-job training Recognizes great performance and provides opportunities for top performers to learn and grow Recognizes where the team and individual performers need to improve and properly trains and coaches Identifies talent and helps develop future leaders for the organization Conducts regular performance appraisals and provides feedback and coaching for all direct reports Holds effective associate meetings and ensures that shift huddles happen on every shift Practices positive discipline and provides accurate and timely performance documentation Delegates by allocating decision making and other responsibilities appropriately and effectively Helps develop and provides assistance to Assistant Account Managers Provides direction to Assistant Account Managers on initiatives Escalates issues to the Area/District Manager in accordance with Towne Park’s Escalations and Approvals Policy Escalates developmental issues to the Area/District Manager Maintains timely rhythms and transparency with Area/District Manager Establishes rhythms to review compliance to standards for their account Service Management Ensures that the guest/patient service experience is delivered consistently on all shifts Efficiently allocates labor resources to support service delivery Works with the Area/District Manager and Human Resources to forecast and plan for seasonal variances in business to ensure proper staffing levels Understands the client’s service standards and effectively integrates Towne Park’s standards to complement them Is knowledgeable of the client’s service metrics/measurements and ensures Towne Park is helping to drive results Client Relations Management Develops cohesive working relationships with the clients’ staff members Maintains regular meeting rhythms and communication channels with the client and follows through on commitments Knows when to be present at the site and maintains a high level of visibility Understands what objectives are important to the client and ensures the entire team is focused on exceeding expectations Capitalizes on opportunities to grow Towne Park’s business by building client loyalty and creating a net promoter of Towne Park. Attends and leads the Client POP meetings