Premium Experience Account Manager

Description

JOB SUMMARY:

The Premium Experience Manager will build and strengthen authentic relationships, and retain annual business with the Utah Jazz premium account base through ongoing strategic communication (in-person, phone and email) and the creation and implementation of individualized service plans. This position will also provide oversight in developing and maintaining the Premium Seating Host program dedicated to providing world class service at Utah Jazz games and Delta Center events.

DUTIES & RESPONSIBILITIES:

• Deliver service that is personal, creative, timely and exceeds client and organizational expectations.
• Assist in renewal, upgrade and add-on processes for assigned accounts to meet and exceed individual, departmental and organizational goals.
• Field, resolve and document various client requests and concerns utilizing the highest standard of customer service.
• Responsible for maintaining the financial budget of the Premium Seating Host program and coordinates the hiring, training and development of part time staff.
• Engage with part-time staff, providing mentorship and strategic direction as needed.
• Demonstrate a positive attitude, support company initiatives with peers and customers and embrace change. Show tenacity and resilience.
• Assist in the development and implementation of customized programs, benefits and events for premium seating account base, including working at Utah Jazz games and Delta Center events.
• Support the broader sales, service and marketing functions and objectives of the organization.
• Maintain detailed records in CRM to support sales efforts as defined by the organization.
• Work closely with team and arena departments (i.e., food and beverage, parking, facility operations, ticket sales, game operations, marketing, corporate partnerships) to ensure world class entertainment experiences for premium seating account base and other guests.
• Achieve minimum touch point, customer satisfaction surveys and other engagement metrics that are established.
• Exemplify the Utah Jazz Mission & Values: Transparent, All In, Community Obsessed, One Team, and Scrappy.
• Support the building of a diverse culture that enriches the lives of our employees, customers, partners and communities.
• Embrace a culture of inclusion where guests and team members feel welcomed, valued and heard.
• Enrich lives by creating winning experiences and timeless memories.
• Operate with an emphasis on safety for employees, teams, and guests.
• Protect the legal, financial, and moral well-being of the company.
• Other duties as assigned.

COMPETENCIES:

• Customer Focus – Builds strong client relationships and delivers customer-centric solutions.
• Team Mentality - Cares about the success of teammates as much as their own and demonstrates it through their actions.
• Communicates Effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Action Oriented – Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Drives Results – Consistently achieves results, even under tough circumstances.
• Ensures Accountability – Holds self and others accountable to meet commitments.
• Demonstrates Self-awareness – Uses a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Detail Oriented - Shows a high level of attention to all details of projects, communication and other tasks as assigned.

QUALIFICATIONS:

• Bachelor’s degree or the equivalent training and experience.
• Proven ability to establish rapport with others and build strong interpersonal relationships.
• Needs to be a positive team player who is detail oriented, self-motivated, flexible, energetic, outgoing, and resilient.
• Must possess exceptional communication skills and the ability to effectively handle conflict management.
• Must be analytical and possess creative problem solving and decision-making skills. 
• Ability to organize and prioritize workload in a fast-paced environment.
• Strong technology skills; proficient applications including but not limited to Google Docs Editors Suite, Word, Excel, Access, Slack, Vozzi, and Seatgeek
• Knowledge of inventory management software and Salesforce is a plus.
• Able to work a flexible schedule when required; Availability and wi