Manager Account Management - US Based Remote

SUMMARY:

Strategic individual with overall responsibility for a portfolio of Client accounts, who works closely with the Director in managing the client relationship to ensure Cartus success and profitability.  Manager serves as catalyst to increase revenue opportunities to monitor and manage processes to meet Client and Cartus/Corporate strategies. In this role, you will collaborate closely with all support groups to insure seamless delivery to Clients and Customers. 

RESPONSIBILITIES:

Client Strategy:

• Proposals: Develop and conduct presentations for current clients in RFP alone or in partnership with Director or VP as required.  Participate in prospect best and finals liaise with sales team as require
• Contract Negotiations:  In conjunction with Director, may lead the internal and external negotiation on pricing and contract terms for key engagements.      Responsible for providing business case to director to review with Cartus Leadership on low margin pricing
• Implementations:  Participate and lead strategic and program discussions with Client during implementation meetings, partner with all support teams
• Setting Goals:  In conjunction with the Director, develop/implement account specific plans and strategies to achieve service, revenue, and profit goals. Develop, track and measure on Client SLA performance statistics, service results, dashboards and metrics 
• Client Policy:  Responsible for all aspects of policy, both through audit and team training, ensuring the business understands the Client program. Provides coaching and support to operations for Client policy management
• SOS/Cross Selling:  Have a thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue
• Client Reviews: Schedules and creates platform to review program annually or as needed, strategizes with Director or key stakeholders on insights and goals for the review  Ensures the review addresses concepts from previous meetings/reviews or drives new opportunity 
• Client Projects: Manage or support Client specific projects.  Responsible for monitoring performance and ensuring team time and effort is progressing to meet established deadlines
• Client Satisfaction:  Monitor performance and actions of Cartus in meeting Client specific targets and Cartus Leadership goals.  Ensure Cartus is tracking and reporting on SLAs and service recovery strategies
• Client Health:  Penetrate higher-level relationships and offer trusted guidance on product/services, operational processes and obstacles that may affect the achievement of client and Cartus goals

• Team Culture / Diversity & Inclusion:  Contributes to work environment that fosters team collaboration, cooperation, respect and ethical behavior 

   

Team Leadership:

• Team Culture / Diversity & Inclusion:  Contributes to work environment that fosters team collaboration, cooperation, respect and ethical behavior 

Financial Accountability:

• Health of the Account:   Analyze data and driving strategic direction in regards to fees and profitability.  Respond to Credit review of the Client health and resolve open issues.      Accountable for billing accuracy by taking corrective action on contracts 
• Operational Compliance:  Ensure Client is aware of the Customer receivables, the plan to receive the funds, and determine if/when Client should be billed for a receivable. Perform audits for new and updated contracts to ensure compliance with company requirements
• Account Profitability:  Track and measure account margins through new product development, organic growth and execution of services for retention of existing business 

• Pricing Requests:  Initiate and manage pricing requests and support pricing department objectives

• Financial Impact on Cartus:  Understand a