Manager, Account Management – 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
- 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 and actively manage Client receivables, i.e billing, and aging and have a working knowledge of all financial impact to Cartus when managing objectives
- Volume Forecasting: Anticipate and strategize with Clients to prepare and establish business trends month over month
- Budget Planning: Assist Director with budget planning, cost estimating, accruals and expense projection
- Client and Customer Experience: Responsible for overall Client experience and collaboration throughout Cartus organization to ensure Customer satisfaction
- Operations Team Support / Driving Operational Excellence: Collaborate and support operational initiatives; participate in process improvement and training on Client procedures/programs/culture. Respond timely to requests requiring client interaction
- Support Team Collaboration: Collaborate and support internal department initiatives, participate in process improvements and training on Client programs/culture
- Managing Client Expectations: Ensure the Client has a clear understanding of how their contracted services align to their program administration objectives. Review and agree on service delivery expectations
- Supplier Management: Act as Client advocate with network suppliers by effectively communicating the Client’s philosophy and needs with regard to relocation policies and culture
- Service Experience: Client Survey: Responsible for achieving metrics in satisfaction results and survey return rate. Responsible for putting together action plans to respond to feedback provided on Client surveys. Periodically pulse Clients on satisfaction throughout the year. Customer Surveys: Educate operations on Client culture and service requirements
- Internal Projects: Participate in internal initiatives and support company objectives when identifying key opportunities for changes
- Mentoring:Act as mentor to colleagues interested in career growth and development
Subject Matter Expertise: Act as department liaison, as appropriate, to ensure effective communication and process/product education
Position Qualifications:
3-5 years related business experience in Account Management in domestic and/or international assignment management, relocation, or global mobility
Bachelor’s degree or equivalent experience required
Able to work independently, using self-initiative to accomplish Client requests. Must be resourceful and possess strong interpersonal skills
Presentation skills highly desirable
Demonstrated relationship management skills required; sales experience a plus
Available to travel, as needed
Key Dimensions:
Demonstrated experience in a service environment
Strong Communicator
Account Management experience - managing multiple accounts
Leadership
Collaboration
Relationship Management
Financial savvy and analysis
Influencing and Negotiation skills
Cultural sensitivity
Judgement and Decision making
Project management
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