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.

 

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The position 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 happiness. 

This is a virtual, remote work from home opportunity, however, candidates must live in the Eastern or Central time zone, with accessibility to a major airport

  

What You’ll Do

• Engaging the client in identifying mutual program goals and consistently demonstrating OVATION’s value to the customer.

• Proactively managing and fulfilling our contractual goals with the client and 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 and including the appropriate management in reviews and management of the overall client relationship.

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

• Manages the client’s contract to improve OVATION’s profits and reviews monthly client invoices for accuracy; approves for submission to the client; and ensures timely receipt of payment. 

• Effective management of client-specific billing, settlement, Accounts Receivable and P&L.

• Participates with the Vice President in financial negotiations for valuable services, contract extensions and pricing revisions. Works with Vice President to forecast, budget, and analyze the client’s P&L.

• Manages the Re-Bid process for existing clients to include coordination of RFP/RFI process and maintains a client retention goal of 99% or higher and customer satisfaction rating of 4 for overall customer base.

• Manages Customer Survey process and provides analysis and action plan in response to results and finds opportunities for addition of valuable services and increased product sales and growth via domestic or global consolidation.

• Manages client communication and education efforts (i.e., industry/company events, educational seminars, and travel industry trends) and collaborates with Operations Managers to ensure that all levels of client satisfaction are met. 

What We’re Looking For

• College degree preferred and 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

• Proven oral and written communication 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).

• Clear understanding of the various industry fee structures available as options (transaction fee, management fee, hybrids).

• Problem solving skills: ability to listen, identify the root cause, offer appropriate recommendations, and determine the best resolution.

• Knowledge of technical products related industry offerings and ability to think strategically in order to create a vision, set direction, lead complex projects to resolution.

• Ability to effectively manage multiple projects for several clients in a timely and well-organized fashion and to lead internal team to continue to perform to meet and exceed client expectations. 

• Ability to travel as required by client portfolio

     

Location

United States - Ovation - Virtual

     

     

The US national annual base salary range for this position is from $70,000 to $140,000.  The national range provided includes the base salary that GBT expects to pay for the role.  Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for either our Annual Incentive Award plan, which rewards participants based on company and individual performance, or eligible for one of our metric-driven Sales Incentive Plans (certain sales roles only).  An eligible employee can only participate in one of these plans during an elig