Director Account Management - Remote
SUMMARY:
Strategic individual responsible for the relationship management of all assigned accounts. Serve as catalyst to increase revenue opportunities for Cartus and facilitate improved relocation processes to meet Client and Cartus/Corporate strategies. Partner closely with CSD/CSM/AM to insure seamless delivery to clients and customers. Ultimate responsibility for retention, loyalty and top block client references, client survey results, scorecard, service level agreements, contract terms and employee coaching and development.
RESPONSIBILITIES:
Client Strategy:
Director Account Management is responsible for developing/implementing account specific plans and strategies to achieve service, revenue, volume and profit goals.
Enforce implementation and management of client policy, recommendations, benchmarking and customization as appropriate.
Foster environment to educate management team on cross selling opportunities of Cartus products/services to generate increased revenue.
Develop client proposals and presentations.
Accountable for ensuring positive client survey results, scorecards and service level agreements
Manage quarterly and annual client review process in conjunction with
the Account Manager
and ensure data has been validated. Manage client projects and expectations.
Drive balance to enhance bottom line return on investment through management monitoring of costs to deliver service (G&A) and net fees. Responsible for meeting set targets. Responsible for ensuring that each account meets margin requirements through new product development, more efficient and effective service delivery and retention of existing business.
Participate in prospect meetings and best and finals liaise with sales team.
Liaise with support teams to assure audit compliance/needs, information security management and IT projects/enhancements.
RFP management, bid prevention, contribute to and participate in best and final and client retention.
Manage regular internal forecasting of client volume by gathering information from the client and other resources.
Identify SOS opportunities, along with management team through client relationships. Oversee partnership with internal groups as required and implement new services as necessary.
For new client engagement or new products, assist with implementation as required.
Ensure quality customer service by assuring management is establishing/implementing policies and procedures, resolving customer complaints and service issues.
Assess overall client relationship, including risk assessment and management.
Negotiate, retain, and monitor contractual agreements.
Team Leadership:
Provide consistent communication to team and Vice President on individual/team measurement and results.
Maintains a work environment that fosters team effectiveness, cooperation, motivation and professional growth.
Continuously develop overall team performance, effectively utilizing team resources and implementing improvements. Assess strengths and developmental need of employees and provide timely, clear and objective coaching.
Financial Accountability:
Compile, analyze and interpret data to monitor performance against standards in respect to services (compliance/accuracy), revenues (margins), fees, (contract maintenance and utilization) billing (aging/cash flow).
Understand areas of revenue and cost to manage profitability of engagements.
Manage cash flow, aging and current inventory management, and the impact client negligence has on overall health of organization.
Manage regular forecasting of volume by service for assigned clients.
Initiate and support pricing requests for expanded contractual terms.
Act as client advocate with suppliers by effectively communicating the client's philosophy and needs with regard to relocation policies and culture.
Service Excellence:
Responsible for overall client experience and collaborate with Operations to ensure customer satisfaction.
Foster culturally respectful environment, drive diversity/awareness.
Build and maintain relationships and knowledge with support teams to foster positive customer services results.
Manage client expectations to drive client survey excellence.
Position Qualifications:
Five years plus experience in a managerial position in the account management/and or sales service field with demonstrated relationship management skills; sales experience a plus.
Demonstrated financial business management experience, system literacy, expat experience.
Domestic and global relocation experience required.
Management of tri-regional global engagements a plus.
Bachelor’s degree or equivalent experience required.
Proven presentation skills.
KEY DIMENSIONS:
Persuasiveness/Sales ability
Dynamic communication skills - high level
Organizational and cultural sensitivity
Leadership/Coaching/Teamwork
Decision Making
Relationship Management
Financial accountability
Influencing skills
Analysis & judgment