Large Venue Account Manager

Job Description

Job Description

Description:

The Large Venue Account Manager serves as the primary relationship manager and day-to-day client partner for a portfolio of strategic Large Venue clients. This role is responsible for building trusted client relationships, leading regular client engagements, coordinating cross-functional activities, and supporting successful execution across onboarding, service delivery, event readiness, and ongoing account initiatives.

Working closely with the Large Venue Operations Lead, Principal Consultants, Engineering, Project Management, Frontline, vendors, and leadership teams, the Large Venue Account Manager helps drive alignment between client objectives and Atomic Data's service delivery. The role combines account management, client success, operational coordination, and business development responsibilities to enhance client satisfaction, strengthen retention, identify growth opportunities, and support successful event and operational outcomes.

Success in this role is defined by the ability to cultivate strong client relationships, proactively communicate priorities, coordinate execution across internal teams, improve client experience, and ensure clients realize ongoing value from Atomic Data's services and solutions.

Essential Functions

• Serve as the primary point of contact for assigned Large Venue clients, managing day-to-day communications, requests, escalations, and relationship development.
• Build and maintain trusted relationships with client stakeholders by providing proactive communication, strategic guidance, and consistent follow-through on client initiatives and commitments.
• Lead regular client meetings, business reviews, operational reviews, roadmap discussions, onboarding sessions, and status meetings while documenting key decisions, action items, and follow-up activities.
• Attend and participate in required Large Venue operational meetings, event readiness discussions, escalations, and internal planning sessions to maintain visibility into client priorities and service-impacting work.
• Partner with the Large Venue Operations Lead, Principal Consultants, Engineering, Frontline, and Project Management teams to coordinate execution of client objectives and ensure alignment across all stakeholders.
• Support client onboarding activities by coordinating documentation, stakeholder introductions, service transitions, project visibility, and operational readiness requirements.
• Monitor account health and client satisfaction by tracking service utilization, project progress, ticket trends, adoption metrics, client feedback, and strategic initiatives.
• Review client environments, support trends, invoices, budgets, project status, and service reports to identify risks, opportunities, and areas for improvement.
• Coordinate internal resources and cross-functional teams to ensure timely completion of client requests, onboarding milestones, project deliverables, and service commitments.
• Partner with clients and internal teams to develop technology roadmaps, align business objectives with technology initiatives, and communicate recommended solutions.
• Provide on-site support for local client events as business needs require, including occasional coverage during weekends or outside standard business hours.
• Identify opportunities for account growth through additional services, strategic initiatives, technology modernization efforts, and expanded solution adoption.
• Assist with forecasting, reporting, account planning, and executive-level summaries to support data-driven decision-making and account strategy development.
• Maintain accurate account documentation, client records, meeting notes, action items, and pipeline activities within CRM and operational management platforms.
• Represent Atomic Data in client meetings, venue visits, industry events, and strategic planning discussions while promoting Atomic Data's capabilities and expertise.
• Maintain awareness of industry trends, venue technology challenges, cybersecurity best practices, and emerging solutions that may provide value to clients.
• Participate in Game Day, event-related, outage, or high-priority client-impacting war rooms when required, including on-call availability for war room support. The role will be supported by the Large Venue Operations Lead/Manager as needed for escalation guidance, operational leadership, and internal coordination.

• 3+ years of experience in account management, client success, service delivery, project coordination, operations, or a related client-facing technology role.
• Experience managing client relationships involving multiple stakeholders, departments, vendors, and strategic initiatives.
• Strong understanding of managed services environments, professional services delivery, onboarding processes, ticketing workflows, and escalation coordination.
• Proven ability to lead client meetings, facilitate discussions, and communicate effectively with technical, operational, and executive-level audiences.
• Experience working with CRM, ticketing, and business management platforms such as HubSpot, Autotask, Microsoft Dynamics, or similar systems.
• Strong analytical skills with experience reviewing account performance, service metrics, budgets, project status, and operational reports.
• Exceptional organizational, communication, and relationship management skills with the ability to manage multiple priorities simultaneously.
• Demonstrated ability to influence and collaborate across engineering, project management, support, sales, leadership, and client organizations.
• Strong problem-solving skills with a proactive, client-focused, and solution-oriented mindset.
• Experience supporting high-availability, mission-critical, event-driven, or large enterprise environments preferred.
• Ability to thrive in a fast-paced environment, adapt to changing priorities, and maintain focus on delivering exceptional client outcomes.
• Ability to participate in occasional evening, weekend, on-call, or event-related war room support as needed for Large Venue client environments.
• Bachelor's degree in a related field or equivalent professional experience preferred.