Account Coordinator II (U.S. Remote)

The 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.

Essential Functions

People

• 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.

Process

Client Relationship Management

• 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.

Complex Case Management

• 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.

Account Oversight

• 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 continuous improvement, risk mitigation, and long-term client partnership health.
• Track recurring issues, recommendations, and follow-up actions to demonstrate measurable progress; coordinate coverage during transitions and periods of increased activity.

Operational & Workforce Administration

• Maintain accountability for the integrity of assignment data across IES systems, client technologies, VMS, and MSP environments.
• Support high-volume, time-sensitive onboarding and offboarding tied to production schedules, project milestones, game launches, and live events.
• Manage assignment extensions, revisions (including rate changes, title changes, and part-time to full-time conversions), and offboarding - including worker communications, separation documentation, and final pay requirements.
• Manage work location changes in partnership with Payroll, addressing state and local tax implications and jurisdiction-specific regulations relevant to productions, tours, and on-location work.
• Conduct periodic audits of assignment details, workforce records, and employment data; support AOR and Global Services engagements as applicable.

Technology

• Utilize CRM, HRIS, VMS, MSP, and case management platforms to support service delivery and maintain accurate client, workforce, and operational records.
• Leverage reporting and system data to monitor account performance, identify trends, and support data-informed recommendations to clients and leadership.
• Conduct routine audits across IES systems and client technologies to ensure data integrity and identify process gaps or opportunities for improvement.
• Adapt to evolving technology platforms, client requirements, and business processes to improve service delivery, efficiency, and quality control.

Minimum Requirements

• Five or more years of experience in client services, account management, staffing, HR operations, onboarding, workforce administration, payroll, benefits, EOR services, or a related discipline.
• Recent experience within the entertainment, media, or gaming industry, or at an EOR, payroll services, or workforce solutions provider specializing in those industries.
• Experience managing client relationships, handling escalated matters, and supporting VMS, MSP, or workforce management environments.
• Strong stakeholder management, communication, and client consultation skills, with a demonstrated ability to coordinate competing priorities and manage operational complexity.
• Proven critical thinking, judgment, and problem-solving skills, including the ability to assess business context, identify root causes, evaluate risk and tradeoffs, and deliver clear, well-reasoned recommendations with follow-up ownership.
• Ability to think strategically about assigned accounts and proactively connect day-to-day service delivery to broader client objectives.
• Ability to work independently while collaborating effectively across multiple departments.
• Strong organizational skills, attention to detail, and ability to handle sensitive information with discretion.
• Proficiency with Microsoft Office, CRM platforms, HRIS systems, VMS technologies, and case-management tools.

Preferred Qualifications

• Experience with entertainment payroll, production crews, freelance and contract talent, live events, or game development teams, including familiarity with start paperwork, timecard, and production accounting workflows.
• Experience coordinating international talent, cross-border assignments, or visa-related matters in creative industries.
• Experience leading client meetings, business reviews, or service escalation discussions.
• Certified Staffing Professional (CSP), SHRM-CP, PHR, CCWP, or comparable certification.

IES complies with federal, state, and local rules and ordinances regarding equal opportunity, background checks, privacy, and other employment rules.

Applicants must complete and pass a background check after a conditional offer of employment. IES adheres to federal, state, and local laws, including California's Fair Chance Reporting Act, and will consider all relevant factors in an individualized assessment to determine whether to continue in the onboarding process.