Account Coordinator II; U.S. Remote

Account Coordinator II serves as the primary operational relationship owner for assigned clients in the entertainment, media, and interactive gaming industries, providing proactive account management, workforce oversight, and issue resolution across the employee lifecycle. This role moves beyond transactional coordination to apply sound judgment, identify patterns, assess operational risk, and deliver informed recommendations that strengthen client partnerships and drive measurable service outcomes.

The ideal candidate brings direct experience in the entertainment or gaming industry, or from an EOR, payroll services, or workforce solutions provider serving these industries, with a practical understanding of project-based employment, crew and freelance talent, rapid onboarding, variable work locations, and union, guild, and collective bargaining considerations.

The ACII exercises independent judgment to evaluate competing priorities, identify root causes, manage escalations, and surface account-level insights through regular reviews - elevating concerns with clear rationale and following through on agreed actions to ensure timely, trackable resolution. This role balances client needs, employee experience, operational feasibility, and compliance requirements, and serves as a trusted advisor to clients while ensuring all service delivery aligns with IES standards and long-term account health.

• Serve as the primary operational relationship owner and trusted advisor for assigned clients, maintaining strong relationships with client stakeholders and workforce contacts.
• Lead client meetings, account reviews, and service discussions; partner with clients to understand workforce needs, organizational priorities, and service expectations.
• Understand workforce models common to entertainment, media, and gaming clients - including production crews, seasonal, and event-driven staffing - and tailor service delivery accordingly.
• Collaborate with internal teams to ensure effective service delivery; support and guide junior team members on account-specific processes.
• Proactively identify and address concerns, maintain client satisfaction and account health, and act as a client advocate while balancing company policies, compliance requirements, and operational capabilities.
• Maintain confidentiality of employee and client information; perform other job-related duties as assigned.

• Own day-to-day operational relationships for assigned accounts; conduct regular meetings, service reviews, and operational discussions.
• Develop a deep understanding of each client's organizational structure, workforce, business objectives, and service expectations.
• Monitor account health, analyze trends, risks, and service patterns, and deliver documented recommendations - including rationale, expected impact, and ownership - during client and leadership touchpoints.
• Establish and maintain clear communication and escalation paths; communicate account updates, risks, and opportunities to leadership.

• Own complex, sensitive, escalated, and high-priority employee and client matters by assessing facts, weighing business and compliance impacts, and determining the most effective path forward.
• Coordinate with Payroll, Benefits, HR, Compliance, Legal, Finance, Immigration, and other departments as needed; partner with subject matter experts on industry-specific matters such as union and guild eligibility, fringe and benefit-fund reporting, multi-jurisdiction work, and international talent visa considerations.
• Evaluate multiple resolution paths considering urgency, business impact, compliance risk, client expectations, and employee experience; create clear resolution plans identifying the issue, stakeholders, recommended path, target timing, and communication owner.
• Maintain ownership of client communication and outcomes regardless of which team executes final resolution; translate complex operational, payroll, compliance, or employment information into clear client-facing communication.

• Monitor service delivery and operational performance; review onboarding and assignment activity, case volume, and service metrics.
• Identify recurring issues, root causes, operational risks, and opportunities for improvement; ensure client-specific requirements and commitments are documented and understood by service teams.
• Translate account observations into actionable recommendations supporting…