Director of Client Success- Sports & Entertainment- Remote

Job Description

The Director of Client Success drives strategic relationships and operational excellence within our sports and entertainment venue portfolio. This role combines deep operational knowledge of venue management with strong client relationship skills to ensure exceptional service delivery and long-term partnerships.

Job Responsibilities

• Lead external client relationship building to gain a deep and validated understanding of our clients’ strategic objectives, goals, and challenges.
• Lead internal relationship building to successfully partner within a matrixed organization, relying on internal subject matter experts and operational leaders to develop solutions.
• Perform objective account diagnostics and relationship analysis to proactively address retention risks that result in long-term client retention.
• Develop and manage account planning and execution strategies, annual account objectives development, thorough wiring plans, formalized client communications, client business review process, proposal development, client presentations, and contract negotiations. 
• Identify growth opportunities and retention risks through the application of Aramark reporting and analysis tools. Measure KPIs to gauge the success of retention efforts.
• Be our client advocate within Aramark to proactively renew and extend contracts by developing long-term win-win value propositions with our client partners.
• Ensure client stakeholder(s) have wiring plans, meetings are scheduled and strategically executed throughout year, and documented.
• Lead the strategic account management process, ensuring key account meetings are held with region leadership each year.
• Develop an independent perspective on the strength of our partnerships through direct client engagement.
• Ensure delivery of client expectations within the contract portfolio.
• Lead RFP processes when current contracts expire, or competitive bids arise within portfolio.
• Develop and lead our internal deal approval process to obtain company approval for rebids and/or vertical growth.

Key Competencies

• Proven track record in sports and entertainment venue operations, with deep understanding of the unique challenges and opportunities in this space
• Strong operational background in large-scale venue management, food service operations, or related hospitality roles
• Experience managing client relationships at the executive level within sports organizations, entertainment companies, or cultural institutions
• Demonstrated success in driving operational improvements and implementing innovative solutions in high-profile venues
• Deep understanding of the sports and entertainment industry landscape, current trends, and emerging opportunities
• Bachelor's degree required; MBA preferred
• Minimum 5 years of experience in venue operations, client management, or related roles within the sports and entertainment industry
• Proven track record of successfully managing large-scale operations and client relationships
• Experience with Salesforce or similar CRM platforms
• Strong financial acumen and ability to develop compelling business cases

Qualifications

• BA/BS is required for this position. MBA preferred. 
• A minimum of 5 years of client management or sales-related experience.
• Operational acumen and savvy, including technical understanding and financial proposal development. Experience in the contract/managed services industries preferred.
• Experience with large clients selling complex services/solutions.
• Demonstrated exceptional communication written and verbal skills, with the ability to articulate complex ideas clearly and tailor messaging to diverse audiences.
• Knowledge of all Microsoft Office applications.
• Experience with a CRM required, specifically Salesforce strongly preferred.
• Effective multi-tasking in a high pressure, highly competitive environment.

Geography

This is a remote, i.e., work-from-home, role with travel for a specific geographic area: East coast, West coast and Midwest region.

Travel

The employee will be expected to travel up to 50%.

Benefits

•    Flexible work arrangements
•    Paid Time Off (PTO), Vacation, nine (9) paid holidays 
•    Volunteer days, community partnerships, Employee Assistance Program
•    Your choice of three medical plans, two carriers to choose from & My Healthy Changes well-being program
•    Adoption Assistance & Paid Parental Leave
•    Tuition Funding Sources and Scholarship Programs 
•    Retirement plan with match on annual contributions

COMPENSATION: The salary rate for this position ranges from $140,000.00 to $200,000.00, depending on circumstances including an applicant's skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors. Additional compensation may include a bonus or commission (if relevant). This is Aramark's good faith and reasonable estimate of the range of compensation for this position as of the time of posting. 

If hired, employee will be in an “at-will position” and Aramark reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time AND FOR ANY REASON, including, BUT NOT LIMITED TO for reasons related to individual performance, Aramark or individual department/team performance, and market factors.

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.