Client Solutions Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

We currently have an outstanding opportunity for a Client Solutions Manager to join the Ovation Travel Group Division of AMEX GBT. For over 35 years, Ovation has provided seamless, efficient travel solutions to individual travelers and professional organizations in such industries as finance, law, technology, biotech, advertising, entertainment, consulting and other professional services firms.

Reporting to the Client Solutions Vice President. The Client Solutions Manager is responsible for strategic management of a select portfolio of $1M - $10M clients, by delivering all core account management components and valuable services. This position is also responsible for client retention, profitability of the account portfolio, growth, and overall customer satisfaction. 

Responsibilities:

Strategic Business Planning
Develops, implements, and leads a Strategic Business Plan which includes:

• Engaging the client in identifying mutual program goals;

• Consistently demonstrating OVATION’s value to the customer

• Proactively managing and fulfilling our contractual goals with the client

• Evaluating and revising the Business Plan to address performance goals. 

• Collaborating with the Operations Managers in developing Operational Effectiveness and Service enhancement sections of the Business Plan

• Review and analyze client data and present strategic recommendations on an ongoing basis

• Preparing quarterly, semi-annual or annual business reviews to demonstrate OVATION’s performance in managing the clients travel program.

• Including the appropriate OVATION management in reviews and management of the overall client relationship

Profitability and Financial Management

• Maintains in-depth understanding of client’s and company’s supplier contracts; ensures contractual commitments are met.

• Uses this knowledge in developing negotiation strategies.

• Manages the client’s contract in order to improve OVATION’s profits.

• Works with Vice President to forecast, budget, and analyze the client’s P&L.

• Reviews monthly client invoices for accuracy; approves for submission to the client; and ensures timely receipt of payment. 

• Monitors contract terms and maintaining valid contracts

• Participates with the Vice President in financial negotiations for beneficial services, contract extensions and pricing revisions. 

Client Retention

• Handles the Re-Bid process for existing clients to include coordination of RFP/RFI process.

• Handles the relationship matrix through penetration of the organization and the introduction of OVATION resources and executives.

• Maintains a client retention goal of 99% or higher.

Client Satisfaction

• Maintains customer satisfaction rating of 4 for overall customer base.

• Leads Customer Survey process and provides analysis and action plan in response to results. 

• Coordinates all internal resources to ensure the fulfillment of all service components and delivery of beneficial services.

• Manages client communication and education efforts (i.e., industry/company events, educational seminars, and travel industry trends).

• Collaborates with Operations Managers to ensure that all levels of client satisfaction are met. 

Growth

• Finds opportunities for addition of valuable services and increased product sales

• Identifies opportunities for growth via domestic or global consolidation

• Identifies meetings management opportunities.

Qualifications

• College degree preferred

• A minimum of 5 years account management experience in the employ of a corporate travel management company   

• Knowledge and experience in Global Account Management is a plus

• Presentation skills for a variety of audience levels and sizes (2 to 200 people)

• Proven oral and written communication skills. 

• Possess strong negotiation skills. 

• Ability to analyze and evaluate data in order to find opportunities to reduce costs and to recommend appropriate solutions.

• Working knowledge of financial and business models related to travel programs (CRS revenues, overrides, etc).