Services Specialist

Before we get into the specifics of the role, there are a few things we want you to know:

At the Orlando Magic, our approach is to not only learn as much about you as we can, but for you to learn about us. This is definitely a two-way street, so time with your potential new leader, teammates, and/or other departments that the role will work with is critical. It isn’t just, “what are we looking for”, but also, “what do we have to offer you” and “are we the right fit for you.”

While every position is different, our interview process is typically a three-step process, sometimes more depending on the level and nature of the role.

• 18 days of personal time off per year + 13 holidays (that is 31 paid days off year!) plus reduced summer work hours (every other Friday off during the off-season, which averages to another 8 days)
• A hybrid work model, casual work attire on non-game days, staff tickets to Magic home games, learning and development opportunities, Employee Resource Groups (ERGs), company sponsored events, volunteer opportunities & outings for every employee
• Fantastic benefits that include: medical, dental, vision, 401(k) with company matching, mental wellness resources, subsidized gym memberships, maternity & paternity leave
• Culture built on Community, Innovation, Legendary and Teamwork!

A quick summary about the role:

Responsible for managing, retaining and growing relationships and revenue with premium accounts on the Founders and Club Level through personalized account management and delivery of legendary service.

• Build and maintain strong relationships with designated account base, achieving maximum renewal results and generating additional revenue, while additionally supporting all premium accounts through team-based relationship development, annual engagement, and benefit fulfillment
• Effectively utilize Salesforce to achieve account touchpoint goals and hustle metrics including but not limited to the creation of account lists, ad-hoc account analyses, and strategic management of client base, cases/opportunities, and legendary moments associated to accounts
• Manage all designated account bases’ contracts, renewals and fulfillment in Salesforce; work with Legal, Finance and Business Strategy teams on accountability and execution
• Achieve additional revenue throughout the year through (but not limited to) the following: hospitality rental sales, OMYF Wine Auction and Golf Tournament Sales, full season, partial plan and group ticket sales, etc.
• Collect payments from assigned account base, working in conjunction with Finance, Legal and Ticket Operations to ensure timely payments, and establish action plans for delinquent accounts. Manage and update leadership on all delinquent accounts and identify future “at‑risk” accounts
• Interact and build relationships with our partners at Levy Restaurants and work to provide support as we deliver a legendary food and beverage experience to all premium clients
• Work with department leaders in Client Services, Fan Experiences and Ticket Sales to unify efforts that positively impact the fans experience at the Kia Center
• Work with the Premium Sales, Ticket Sales, Global Partnerships and Client Services departments in ensuring a smooth account transition process from the sales representative to the Premium Services team
• Work closely with Ticket Operations team on all related ticket items, issues or concerns pertaining to premium season ticket holders
• Work closely with Premium Services leadership to utilize data provided in surveys and reviews of premium season ticket holders to positively impact the member experience and likelihood to renew
• Interact with employees and all game and event night customers to assist in the…