Account Manager

Account Manager (AM) — Job Description & Core Responsibilities Department: Field Operations & Strategic Accounts Reports To: Director of Field Operations (DFO) (Operational oversight in coordination with Director of Strategic Accounts) Direct Reports: N/A (Strategic management role; works collaboratively with Operations Leadership) Primary Focus: Strategic Account Ownership, Post Order Authorship, Client Health, Business Growth, and Financial/Billing Integrity 1. Role Summary The Account Manager (AM) plays a critical, strategic role in ensuring long-term client account health, contract compliance, and sustainable business growth. Reporting directly within the Field Operations division under the Director of Field Operations (DFO), the AM serves as the vital bridge where Business Development (BDS) hand-offs transition into operational execution. There is an administrative report line to the Chief Revenue Officer in matters of contract and sales administration. This role focuses on strategic relationship management, Post Order authorship, quality oversight, and financial reconciliation. While primarily administrative and strategic, the AM maintains essential high-level oversight through client engagement, site audits, and scope protection without engaging in daily frontline field management or violating disciplinary and chain-of-command boundaries. 2. Essential Duties & Core Responsibilities A. Strategic Account Management & Client Health Client Relationship Ownership: Function as the primary strategic point of contact for clients, addressing needs with professionalism, conducting regular account reviews, identifying operational trends, and proactively managing client satisfaction. BDS Transition & Onboarding: Lead the formal hand-off from Business Development (BDS), translating sales commitments, proposals, and job estimates into structured operational requirements and Service Level Agreements (SLAs). Contract Compliance & Scope Protection: Ensure services rendered remain strictly within contractual parameters, site specifications, and profitability goals under DFO oversight. B. Post Order Authorship & Site Planning Lead Author: Author clear, detailed, and contractually binding Post Orders, site handbooks, and site-specific plans that outline site expectations, security workflows, and client-specific protocols. Technical Collaboration: Collaborate with the Director of Field Operations (DFO), who serves as Technical Assistant for safety, regulatory, and tactical feasibility. Audit & Maintenance: Regularly audit and update Post Orders and core account documentation based on client feedback, post-event debriefs, and changing site/venue requirements. C. Financial Integrity & Billing Management Audit & Reconciliation: Receive physical and digital Command Post (CP) audit packages upon event/service conclusion and complete full reconciliation against master contract schedules within 48 hours. 10-Day Invoicing Mandate: Audit…