Premium Account Manager

Job Summary

Overview

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences.  The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; and The Chicago Theatre.  Other MSG properties include legendary sports franchises: the New York Knicks (NBA) and the New York Rangers (NHL); two development league teams –  the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and esports teams through Counter Logic Gaming, a leading North American esports organization, and Knicks Gaming, MSG’s NBA 2K League franchise.  In addition, the Company features the popular original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces New England’s preeminent Boston Calling Music Festival.  Also under the MSG umbrella is TAO Group Hospitality, a world-class hospitality group with globally-recognized entertainment, dining and nightlife brands including Tao, Marquee, Lavo, Avenue, Beauty & Essex and Cathédrale.  More information is available at www.themadisonsquaregardencompany.com 

Role Summary

The Madison Square Garden Corporate Hospitality service team provides day-to-day support, client service and retention, operational integration and customer engagement for Madison Square Garden’s suite customers and their guests. Our department manages all functions of a $100M+ business and 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.

Specific Functions/Activities Summary

• Serve as primary contact for Madison Square Garden suite clients


• Assist in managing suite lease renewal campaign


• Conduct outbound calls, face-to-face appointments and in-arena meetings with suite license and single event suite clients


• 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 clients 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


• 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, touch points, 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 clients and their guests


• Assist with Madison Square Garden promotions and suite holder events by extending invitations to clients and providing staffing support


• Work games and events as well as departmental and team events as assigned


• Other assigned duties as requested

Qualifications

• 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

Education

Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role.

EEO Statement

At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, sexual and reproductive health choices, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.