Account Manager

ABOUT US

For over 40 years, 24 Hour Fitness has been a leader in the industry, driven by our mission to help our community live healthier and happier through the transformative power of fitness. With clubs nationwide, we create inclusive, welcoming spaces equipped with premium strength and cardio equipment, studio classes, and innovative digital tools. Our impact goes beyond the gym--we support our members' total well-being through coaching, connection, and community. Join us and be part of a team that's changing lives every day!

JOB SUMMARY

The Account Manager owns an assigned portfolio of corporate accounts and is accountable for retention, re-sign and ongoing account activation. Once a newly closed account is handed over by the Regional Account Executive, the Account Manager takes 100% ownership of that client relationship for the lifetime of the account.

This role works directly with business owners, C-suite executives, HR and benefits leaders, and employees at every level of the client organization. The Account Manager has the autonomy to make account decisions independently, including renewal strategy and terms within the approved rate card and pricing guidelines, activation plans and save plans for at-risk accounts. The Account Manager also works with club leadership to drive employee enrollment, manages the renewal cycle so that accounts re-sign on time, and identifies accounts that should be upgraded into a Sponsored or Company Paid program and owns that conversation with the client.

ESSENTIAL DUTIES & RESPONSIBILITIES

Account Ownership and Client Relationships

• Take full ownership of each assigned account at handover from the Regional Account Executive and remain the single relationship owner for the lifetime of the account, including enrollment, activation, service, renewal and growth.
• Build and maintain relationships directly with business owners, C-suite executives, HR and benefits leaders, corporate wellness managers and employees at all levels of each client organization, serving as their primary contact at 24 Hour Fitnes.
• Know and understand the assigned book of business, including contract terms, pricing and enrollment history for each account.
• Make independent decisions on how each account is managed, including activation approach, renewal strategy, terms within the approved rate card and pricing guidelines, and service recovery, bringing in the Director, Corporate Group Sales only on requests that fall outside those guidelines.
• Provide a high level of service and respond promptly to client inquiries and requests, resolving issues directly with the client and internal partners.

Renewal, Re-sign and Retention

• Own the renewal cycle for assigned accounts: track upcoming expirations, initiate renewal conversations in advance, confirm pricing against the current rate card, and secure signature.
• Work the assigned portion of the Pending Re-sign file to return lapsed and lapsing accounts to active status.
• Develop a quarterly plan to target accounts for upgrade into a Sponsored or Company Paid program, and own that upgrade sales process.
• Identify at-risk accounts early, then build and carry out a save plan, keeping the Director, Corporate Group Sales informed on accounts with significant revenue at risk.

Club Partnership and Activation

• Work closely with club staff and local club management teams to announce newly signed corporate accounts, communicate relevant information on existing accounts, implement field marketing tactics in conjunction with the Field Marketing Team and escalate member issues as needed.
• Partner with the Field marketing team on scalable ways to promote the membership offering to eligible employees within assigned accounts locally.
• Partner with the Regional Account Executive on the launch plan for newly closed accounts, then assume full ownership of the client relationship at handover.

Business Management

• Maintain and update Salesforce timely and accurately with all account activity, renewal stages and client communication.
• Monitor and analyze key performance indicators for the assigned portfolio, and work assigned accounts to achieve EFT Set Up and revenue budgets.
• Lead business review meetings with client decision makers, including business owners and executive leadership, presenting enrollment results and recommending program changes.
• Attend and contribute to required Corporate Group Sales team meetings, and perform other duties as assigned by the Director, Corporate Group Sales.

QUALIFICATIONS

Required Knowledge, Skills & Abilities

• Excellent interpersonal skills and the ability to communicate professionally and effectively both verbally and in writing, including with business owners and C-suite executives.
• Confident self-starter with the ability to establish and build effective business relationships internally and externally.
• Strong business English skills, including vocabulary, spelling and correct grammatical usage and punctuation.
• Strong presentation skills, with the confidence and tact to represent 24 Hour Fitness with client contacts at every level, from employees to executive leadership.
• Demonstrated organizational, problem solving and analytical skills.
• Sound business judgment and the ability to make decisions independently within established guidelines, owning the outcome of those decisions.
• Ability to manage multiple assignments simultaneously and independently, setting own priorities, with strong attention to detail.
• Proficient in Microsoft Office.

Minimum Education

• High School Diploma or GED equivalent.

Minimum Work Experience

• 3+ years of experience in sales, account management, marketing, customer service or a related field.

Preferred Knowledge, Skills & Abilities

• Working knowledge of Salesforce CRM.
• Experience managing a renewal or subscription book of business.

Preferred Education

• Bachelor's degree in marketing, business or communications.

Preferred Work Experience

• Experience in the retail or fitness industry. 24 Hour Fitness club experience preferred but not required. Prior experience in a business-to-business role.

Physical Demands/ Environmental Conditions

• Ability to operate standard business equipment. Ability to work extended hours and hours outside of normal business hours as necessary. Ability to interact extensively with clients by phone, video conference and in person.

Travel Requirement

• Minimal travel required. Occasional travel to clubs or client sites within the assigned market.

BENEFITS AT 24

In line with our mission to create a healthier, happier world, we offer comprehensive benefits to help our team members do just that. We offer benefits such as paid time off, medical and dental coverage, 401k with match for qualifying positions, a free gym membership, and discounts on products and personal training. We also have a variety of Employee Resource Groups that you can connect with to participate in community events both in-person and virtually.

Disclaimer

DISCLAIMER: This job description is intended to describe the general job functions and requirements for this position. This is not intended to be an exhaustive list of all the qualifications, responsibilities, duties, and skills required. 24 Hour Fitness reserves the right to modify, add, or remove duties as necessary.