Account Director

POSITION: Account Director
DEPARTMENT: Operations/Accounts
LOCATION: Louisville, KY (in office)
REPORTS TO: Director of Accounts
HOURS: Full Time Position – 40 Hours

General Job Overview:

Account Director (AD) will oversee a team of people who will manage an assigned book of business. AD will be responsible for leading the team to meet the financial and service goals. AD will be heavily involved with initial training and continuous leading, guiding and mentoring of a team of people. They will oversee the creation of and implementation of strategic initiatives that will drive money to the bottom line and ensure customer success and happiness. AD will ensure the team is following all processes and procedures in the TTS Playbook and will ensure the clients are getting the service we promise during the onboarding/sales process. AD will collaborate other departments to ensure our event producers and their teams are receiving the service they deserve. They will becom a name/face that the clients’ associate with TTS, and they will serve as a touchpoint for each client in their book of business. AD will be 100% responsible for all operations connected with their team and assigned book of business. This position requires tremendous people and management skills as they will work with many people including TTS staff, partners, NSOs, hotels and teams. The position requires a detailed, multitasker, well-rounded, customer service orientated individual with strengths in both the operational and sales aspects.

Duties and Responsibilities:

• Oversee all operations related to an assigned book of business.
• Participate in onboarding, strategic and season wrap up meetings with partners to obtain a full understanding of events and their housing needs.
• Ensure team is trained and follows all processes and procedures laid out in the TTS Playbook. Arrange additional training as needed.
• Keep a pulse on every partner through periodic check-ins, relationships building and regular communication by their account team. Report pulse checks to VP of Customer Experience.
• Collaborate with other department leaders, specifically Customer Experience and Hotel Relations, to ensure that their teams are working together to provide a high level of service.
• Work with Sales and Marketing leaders to bridge the gap between sales and operations. Ensure the account team is ready for new clients, onboards them successfully and that all output looks and feels like TTS.
• Support your team and be willing to provide or arrange specific assistance when needed – contracting rooms, escalations, admin work, staff rooms, etc.
• Be available to assist on event weekends for your book of business – work call shifts, handle issues with attendees or client rooms, hotels, etc.
• Along with Account Mangers, coordinate housing openings for your book of business – communicate with Hotel Relations, Customer Experience and other departments as needed to ensure smooth housing openings for events.
• Track, review and analyze progress toward book of business performance goals. Suggest and implement new strategies that will increase revenue for partners and TTS.
• Report to management regularly on their book of business – wins, challenges, needs, etc.
• Ensure team conducts regularly scheduled meetings with partners and regularly communicates with partners regarding their pick-up, housing concerns, etc.
• Conduct weekly team meetings and bi-weekly 1:1s with your team.
• Manage a team of Account Managers and Account Admins for your assigned book of business. Handle all HR needs/situations including but not limited to check-ins, reviews, disciplinary actions, PTO tracking, training, etc.
• Travel to conferences, site visits, client visits and events as necessary to build relationships with current and potential partners.
• Participate in leadership meetings as requested.
• Ensure core values are being followed throughout all company processes, procedures and practices.
• Other duties as needed.
• Assist other employees as necessary. TTS promotes a teamwork environment.

Abilities and Experiences:

• Experience as a sports event producer, hotel sales or event manager or with a convention and business bureau, housing company, sports commission or NGB is a positive but not required.
• Management experience is a must.
• Experience with Microsoft Office is a must.
• Customer experience and relationship building experience is a must.
• Salary and benefits commensurate to education and experience.
• This job will require a non-compete agreement to be signed as a condition of employment.

TTS currently offers a complete benefits package for full-time employees including:

• Medical, dental, vision and life insurance
• Supplemental insurance options
• SIMPLE IRA plan
• Paid time off
• Volunteer time off
• Birthday day off
• Paid holidays
• Maternity/paternity leave
• Bereavement
• Flextime promoting a healthy work/life balance
• Power hour (allowing employees to exercise for 1-hour 2x/week on the clock)

Why you’ll love working here… TTS offers a company CULTURE that is hard to beat:

• Culture that promotes the TTS CORE VALUES:
  Act with IntegrityValue All Voices
  Embrace the Importance of a Work/Life Balance
  Exceed Expectations
  Be a Team Player
  Create a Positive & Fun Atmosphere
• Company outings, gatherings, and occasional team happy hours
• Annual performance reviews
• Employee referral bonus of $1,000
• Numerous opportunities to win trips, hotel nights, awards, etc.