Global Account Manager

Reports to: Director / VP Global Account Mgmt

Job Summary
:

Responsible for client retention, profitability, quality service and business development for an assigned client portfolio with global service requirements.

Duties and Responsibilities May Include
:

• Ensures global client contract compliance through effective management of services provided. This includes execution of SLA’s, Business Plan, Savings goals, MIS, and non-US Partner oversight.
• Manages account profitability by reviewing quarterly income statements, negotiating profitable vendor contracts and attaining WTI goals.
• Promotes consultative approach to selling products, services, and expansion of business to achieve additional sales and revenues.
• Meets face to face with clients on a regular basis and conducts regular service check-up calls. Addresses all expressed service concerns expeditiously and secures customer consensus that issues are resolved.
• Develops and maintains relationships with key global partners personnel.
• Participates in implementation of new clients and ensures agreements made at the time of proposal are implemented.
• Develops customer‑specific travel management and service objectives through an account plan; implements action plans to achieve results and reports progress to the customer and to their management.
• Conducts multi‑national account reviews quarterly on a schedule determined with client needs and annual formal reviews with management and client.
• Conducts or participates in client functions/activities (trade shows, seminars, conventions, etc.) as necessary to solidify relationships and improve customer knowledge of WTI products and benefits.
• Analyses customer travel patterns and proactively makes recommendations for cost savings and productive enhancements.
• Maintains working knowledge of global travel industry trends in order to provide consultation to clients.
• Supports clients and engages World Travel Consulting Services with vendor negotiations.
• Conducts annual client satisfaction survey. Develops a plan to address all areas of concern.
• Tracks achievement of customer travel management goals and objectives and quality service objectives and documents results.
• Conducts travel seminars and client education/training as necessary.
• Oversees the implementation of offices outside of the U.S.
• Forms a relationship with WTI counterparts in client country locations.
• Communicates all applicable account travel related information and updates to appropriate WTI counterparts.
• Oversees Global World Reports and reporting processes and helps coordinate the implementation.
• Attends global account management training when required.
• Regularly updates CRM tool with all required and timely client information.
• Develops and maintains relationships with WTI counterparts across all departments.
• Assumes and performs other duties and responsibilities not specifically outlines herein, as requested.
• Knowledge of travel operations and industry.
• Knowledge of accounting and financial analysis.
• Knowledge of contract management.
• Understanding of other cultures & business practices.
• Capable of problem solving: anticipating, initiating and resolving customer or vendor issues.
• Capable of working in a team environment as a role model, supporting management and staff, following policies, providing feedback, assisting in special projects and taking on additional responsibility.
• Ability to cross‑sell WTI services and products and sell preferred vendors.
• Ability to respond to change.
• Strong analytical skills.
• Ability to work independently, developing sales strategies and action plans and implementing goals and objectives.
• Professional manner and appearance.
• Excellent written and verbal communication skills including public speaking and presentations.
• Managing client relationships—establish, develop, and maintain client trust and loyalty over time and through changes.
• Ability to maximize profitability while minimizing costs.
• High level of competency in Office—Word, PowerPoint, Excel, Teams.

Qualifications
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• Thorough knowledge of travel agency operations and/or account management.
• Global Travel Management Experience; including extensive travel outside the US, established knowledge of travel…