Strategic Client Relationship Manager

In account management, the relationship is everything.

Every moment either deepens that relationship or quietly erodes it. There is no neutral.

Encore has held an average client retention of 15 years. That only happens with trust, and we are looking for someone who can build it and maintain it.

As Account Manager, you are the trusted strategic partner to a portfolio of clients and the central relationship across every stakeholder in their travel program: executives, procurement, finance, travel arrangers, and travelers themselves. You own the relationship. You protect the program. You connect the internal teams behind it to deliver what the client actually needs, not what was last quoted.

Encore runs complex, high‑stakes corporate travel programs for clients across North America, with deep specialization in financial services. This is not a service‑desk role. It is a strategic role. You lead the account, you shape the program, and you carry the voice of the client into every internal conversation that affects them.

Own the client relationship across every stakeholder.

You are the primary point of contact and the strategic advisor, but the relationship is broader than that. You build trust. You tailor your cadence to what each stakeholder needs to stay informed and confident in the program. Internally, you are the voice of the client in every conversation that affects them.

Develop the program with intent.

You run ongoing discovery to understand how the client's business is changing, what their goals are, and where the program is either keeping up or falling behind. You build and execute a strategic account plan for each client. You analyze program data and translate it into insights they can act on. You guide them through the adoption of current technologies and policy updates without making it feel like change for the sake of change.

Orchestrate the teams behind the work.

The client experiences one Encore. You are the person who makes that true. You facilitate collaboration across operations, technology, finance, supplier relations, and customer support, and you lead Quarterly Business Reviews that make the value of the program visible. The work behind the scenes is complex. What lands in front of the client is clarity.

Measure what matters and report it well.

You monitor the health of every account against KPIs and client‑specific metrics. You identify savings, efficiencies, and improvements the client has not yet asked for. You produce program summaries and dashboards that read as decisions, not data dumps. You stay close enough to compliance, satisfaction, and overall program performance to know what is happening before it shows up in a report.

Resolve problems before they become escalations.

You see issues early because you are close to the work. You intervene before they reach the client desk. When something does escalates, you manage it with calm and accountability. You drive corrective actions that prevent the same problem from happening twice.

Grow and protect the account.

You identify where Encore can add value the client has not yet asked for. You strengthen retention through the standard you hold, not the contracts you renew. When RFPs and renewals come up, you support them with the depth that comes from actually knowing the program.

• Proven ability to build trust‑based relationships with senior stakeholders across executive, procurement, HR, and operational functions, becoming the advisor they call before a problem becomes a problem.
• The communication range to brief a CFO, partner with a procurement lead, and reassure a traveler in the same afternoon, in writing and in conversation.
• The analytical discipline to read a program's data and surface what matters, not just what is there.
• The organizational judgment to manage multiple accounts and competing priorities at the pace the work demands without losing the detail that matters.
• Commercial fluency to negotiate contracts and supplier agreements that protect the client's value.
• The ownership instinct to identify what a client needs before they ask, and to drive it forward without waiting to be assigned.
• Engli…