Note: The job is a remote job and is open to candidates in USA. Cartus is an industry leader in global talent mobility and corporate relocation services. The Manager, Account Management is responsible for managing a portfolio of client accounts, strengthening client relationships, supporting profitability and revenue growth, and coordinating with internal teams to deliver seamless client and customer experiences.
Responsibilities
- 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
- 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
- Participate and lead strategic and program discussions with Client during implementation meetings, partner with all support teams
- 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
- 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
- Have a thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue
- 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
- Manage or support Client specific projects. Responsible for monitoring performance and ensuring team time and effort is progressing to meet established deadlines
- 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
- 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
- Contributes to work environment that fosters team collaboration, cooperation, respect and ethical behavior
- 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
- 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
- Track and measure account margins through new product development, organic growth and execution of services for retention of existing business
- Initiate and manage pricing requests and support pricing department objectives
- 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
- Anticipate and strategize with Clients to prepare and establish business trends month over month
- Assist Director with budget planning, cost estimating, accruals and expense projection
- Responsible for overall Client experience and collaboration throughout Cartus organization to ensure Customer satisfaction
- Collaborate and support operational initiatives; participate in process improvement and training on Client procedures/programs/culture. Respond timely to requests requiring client interaction
- Collaborate and support internal department initiatives, participate in process improvements and training on Client programs/culture
- 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
- Act as Client advocate with network suppliers by effectively communicating the Client’s philosophy and needs with regard to relocation policies and culture
- 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
- Participate in internal initiatives and support company objectives when identifying key opportunities for changes
- Act as mentor to colleagues interested in career growth and development
- Act as department liaison, as appropriate, to ensure effective communication and process/product education
Skills
- 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
- Demonstrated relationship management skills required; sales experience a plus
- Available to travel, as needed
- 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
- Presentation skills highly desirable
- Presentation skills highly desirable
- Demonstrated relationship management skills required; sales experience a plus
Benefits
- Remote work
Company Overview