Global Account Manager

Position Overview

As a key member of the Global Account Management Core team, the Account Manager will be responsible for account profitability, service delivery, implementations, and customer satisfaction. The Account Manager works with Direct Travel’s corporate accounts to improve efficiencies, create and administer travel policies, evaluate and implement technologies, and troubleshoot issues.

 

This is a fully remote position with ~20% travel.

 

Responsibilities

 

Manage all aspects of the relationship between Direct Travel and a portfolio of global corporate clients including but not limited to:

• Client retention
• Implement a Global Business Plan to establish, achieve and measure the business objectives of the global travel program
• Managing all existing client contract terms including
  • Negotiations for contract renewals or extensions and amendments
  • The leadership and management of RFI/RFP process
• Participating and taking a lead role in the implementation of global accounts
• Identify business consolidation and growth opportunities
• The ability to effectively sell additional value-added products and services
• Proactive management of the client’s profitability
• Conducting business reviews quarterly or bi-annually
• Develop an understanding of client business models, goals, and business needs in order to understand how Direct Travel programs can be part of their solutions.
• Lead a strategic account planning process with clients and develop a business plan which defines and tracks mutually agreed upon performance objectives, financial targets, and critical milestones.
• The ability to interpret data and make recommendations based on findings to improve program goals and objectives.
• Ensure that account performance objectives and client expectations are continually met - collaborating with internal departments, external suppliers and global partners where required to find solutions
• Capturing all relevant client-related data and opportunities in CRM
• Consistently uphold the company’s vision and values while ensuring the customer experience is in focus.
• Ensure high service levels for all customers and work with Direct Travel ATPI Operations teams globally to resolve service-related concerns
• Distribute travel communications to keep customers apprised of industry developments
• Strong knowledge of industry trends and issues, and an understanding of how these impact on the business environment
• Demonstrated ability to influence corporate client decisions
• Ability to think strategically, and manage and align inter-organizational expectations
• Strong problem-solving skills with a focus on innovative and creative solutions
• Strong data analysis and interpretation skills

 

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or efforts associated with the position.

 

 

Basic Qualifications

• The candidate must possess a Bachelor’s degree and 8 years corporate travel account management experience or equivalent experience.
• A minimum of 5 years managing global customer portfolios, working with wholly owned and partner agencies.
• The ability to participate in calls/meetings outside of normal business hours to support the program management
• Demonstrate thorough knowledge of the business travel industry, airline and hospitality industries, and travel industry-specific automation
• Possess intermediate to advanced MS Office skills (i.e. MS Word, Excel, One Note and Powerpoint)
• Able to successfully manage multiple tasks simultaneously; speak, read, and write English; possess excellent customer service, interpersonal, negotiating and verbal/written communications skills
• Conduct complex interpersonal interactions with others, troubleshoot, solve problems, make decisions, operate independently, and work effectively under pressure on a regular basis
• Excellent relationship-building skills
• Excellent communication skills (written, verbal, interpersonal)
• Excellent presentation and meet