Premium Account Manager

Who are we hiring?

The Madison Square Garden Premium Hospitality Service Team provides day-to-day support, client service and retention, operational integration and customer engagement for Madison Square Garden’s suite and premium partners and their guests. Our department is accountable for continued improvement of key metrics including client retention, customer satisfaction and operational excellence. The team works cross-functionally to develop and implement new processes and systems that deliver consistent service levels for both internal and external customers.

What will you do?

• Serve as primary contact for Madison Square Garden suite and premium partners
• Assist in managing premium license renewal campaign
• Conduct outbound calls, face-to-face appointments and in-arena meetings with premium license partners
• Effectively execute in-person meetings and calls with senior level corporate executives, internal executives and day-to-day contacts
• Develop and strengthen relationships with current suite license and premium partners to increase renewal and sales opportunities and deepen their engagement with Madison Square Garden’s brands
• Meet or exceed established annual revenue targets
• Exceed customer expectations as it relates to pre-event service, event-day execution and post-event follow-up
• Collaborate with Premium Coordinators to ensure that all catering orders are processed with excellence and all ticketing (suite pass, host pass, SRO, barstool, etc.) is accurately managed and properly billed
• Input and maintain all client information, touchpoints, client preferences, interactions, visits, calls and appointments in CRM
• Manage timely client invoice distribution in conjunction with an assigned Account Coordinator
• Work closely with other team members to provide broad support for all suite partners and their guests
• Assist with Madison Square Garden promotions and suite partner experiences by extending invitations to clients and providing staffing support
• Work games and events as well as departmental and team events as assigned
• Provide exceptional experiences for our guests, partners, and team members, including by adhering to our appearance and presentation guidelines while on-site.  

What do you need to succeed?

• 3-4 years’ experience in high-end client service environment, preferably in sports and entertainment; in-market team or venue a plus
• Demonstrates a coachable attitude, approachable demeanor and ability to work well with others
• Meticulous attention to detail and excellence in maintaining positive client relationships
• Strong organizational and multi-tasking skills along with strong written and verbal communication skills
• Skilled at managing and prioritizing overlapping event schedules, activities and functions
• Ability to address and solve problems, often under time constraints and competing priorities, is imperative
• Capacity to operate specific catering, accounting, ticketing and database management systems
• Strong knowledge and grasp of Excel, Word, PowerPoint, and Outlook are needed; CRM and Archtics experience is a plus
• Ability to interpret and evaluate overall suite client relationship and consult with client on how to maximize attendance, spend and engagement with Madison Square Garden is a must
• Flexibility to work nights, weekends and holidays as needed
  
  

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