Note: The job is a remote job and is open to candidates in USA. Direct Travel is a leading provider of corporate travel management services, seeking a Global Account Manager to join their Customer Success-Core team. The role involves managing client relationships, ensuring account profitability, and delivering high levels of customer satisfaction through effective service delivery and strategic planning.
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
Skills
- 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 meeting facilitation skills
- Must be able to lawfully work within the US and have unrestricted work authorization for US
- A minimum of 15 years corporate account management experience
- A minimum of 8 years managing global customer portfolios, working with wholly owned and partner agencies
- SalesForce CRM experience an asset
Benefits
- Medical, Dental, and Vision benefits
- Employee rewards and recognitions program
- Total Rewards Package which includes Wellness, Sustainability, DE&I initiatives, and Mental Health Support
Company Overview