Global Account Manager

Global Account Manager

The purpose of this position is to serve as the main liaison between the Client, CTM and its global network of agency partners. This position will serve as the global account manager for CTM global customers who have contracted with CTM for multi-national and global agreements. Additionally, to serve as an advocate in communicating Client needs and facilitating achievement of Client multi-national goals by working in conjunction with CTM internal departments and the member agency partners to provide innovative ideas and services to meet the clients' needs.

Standard

• Create and maintain a measurable business plan for corporate clients, to include a strategic travel management program.
• Identify cost and efficiency improvements in all aspects of client relationships through the analysis of management information and regular dialogue with client and shareholders.
• Introduce quality performance metrics where appropriate. Monitor and review service level agreements with the client.
• Manage the contractual terms and conditions of the client relationship and financial agreements in place including payments. Monitor the profitability of each account.
• Liaise with all internal international CTM and agency partner departments and staff involved with the client to deliver consistent products and services.
• Work closely with Operations to ensure optimum service delivery.
• Plan and attend client implementation and review meetings. Identify opportunities for commercial incentives and co-ordinate meetings with suppliers on behalf of and with clients.
• Review and recommend improvements to the client travel policy and buying procedures.
• Ensure the accuracy and timely delivery of management information.
• Maintain market and competitor awareness and brief clients on strategic developments in the industry.

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

• Embrace CTM's core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure - is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

• High school diploma or equivalent required. College degree preferred.
• Minimum of five (5) years of experience in the multinational business travel sector as a Global Account Manager.
• A proven track record of Multinational Account Management success in the business travel industry.
• Process engineering.
• Excellent Word, Excel & PowerPoint skills.
• Knowledge of Self Booking Tools, MI Reporting and Quality control systems.
• Fluency in another language(s) in addition to English a plus.

• Creation and maintenance of client business plan.
• Creation and maintenance of a strategic travel management program and procedures.
• KPI / SLA performance reviews with clients.
• Adherence to budgets, forecasts, etc.
• Financial performance of key accounts.
• Customer Survey responses.
• Ability to build strong commercial relationships with clients, shareholders and suppliers and communicate at all levels both internally and externally.
• Excellent negotiating skills with experience in setting up and monitoring supplier deals on behalf of clients.
• Commitment to quality of service and meeting customer requirements.
• Demonstrated project management skills, including implementation, forecasting and time management.
• A high degree of personal motivation and a desire to make decisions for achieving success in the selling process with a sense of urgency.
• Flexible approach with ability to meet strict deadlines.
• Requires availability for conference calls outside of normal business hours due to international time zones and flexible working hours at times to accommodate customer needs.
• Ability to travel often at short notice and for periods at a time.

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings…