• Manage a portfolio of clients and ensure their satisfaction, retention, and growth. • Develop relationships with key decision-makers and stakeholders. • Understand clients' business objectives and support them in achieving those goals. • Identify risks, opportunities, and priority actions for each account. • Facilitate regular follow-up meetings with clients. • Analyze usage data and customer health metrics. • Collaborate with internal teams to resolve issues and improve the customer experience. • Identify upsell opportunities and ways to create additional value.

• Report directly to the Senior Manager of Client Experience. • Lead, coach, and develop a team of Client Experience Coordinators. • Monitor and drive team performance against established KPIs and service standards. • Foster a collaborative, customer-centric culture focused on accountability and continuous improvement. • Provide guidance and support on complex guest and client situations. • Build and maintain strong relationships with key corporate account stakeholders. • Serve as the primary point of contact for designated strategic accounts. • Lead Quarterly Business Reviews (QBRs) with top-tier clients. • Facilitate recurring service calls and business reviews with key accounts. • Identify opportunities to strengthen partnerships and enhance the client experience. • Manage escalated guest and client concerns with urgency and professionalism. • Drive resolution of complex issues by partnering with internal teams and external stakeholders. • Provide proactive communication and status updates throughout the resolution process. • Deliver white-glove service to VIP guests and high-value corporate clients. • Exercise sound judgment and decision-making in ambiguous or sensitive situations. • Partner with Operations, Sales, Supply, Product, and external building partners to resolve guest concerns efficiently. • Continuously learn and adapt to evolving client requirements, contractual obligations, and service expectations. • Contribute to process improvements that enhance both the guest and client experience. • Support the development and implementation of scalable solutions for VIP account management.

• Own and optimize Real Assets client end-to-end interactions with the new AD Intelligence platform, identifying existing key pain points and priorities for the initial market roll-out • Lead structured discovery sessions with Real Assets clients and prospects to translate business requirements into clear product inputs, use cases, and prioritization recommendations • Serve as the primary product and technology expert for Real Assets clients, enabling commercial demos and maintaining a clear understanding of current and planned technology capabilities • Develop and maintain the Real Assets client-facing roadmap, prioritizing the most impactful use cases and embedding the broader shared capabilities, portal, and Real Assets data/analytics roadmaps • Quantify the impact of roadmap initiatives where possible to support data-driven decision-making • Capture and synthesize client feedback and market signals, feeding insights back into product strategy, roadmap planning, and go-to-market positioning • Build a shared understanding of client needs with technology, business, and delivery teams to generate alignment and confidence in the prioritized roadmap • Deliver clear requirements for technical design and execution of the highest priority work • Create a market-leading experience for Real Assets clients through an AI-native integrated servicing platform

• Own one of the largest client accounts in major US sports • Drive account forward by managing projects and priorities • Collaborate with product, engineering, and delivery teams • Be the main point of contact for the client • Handle incidents and escalations calmly • Use tools to drive efficiency