Global Account Manager

Serve as the main liaison between the Client, CTM, and its global network of agency partners for multi-national and global agreements. This role requires availability across multiple time zones and the flexibility to meet the needs of a global client base. Advocate for client needs and facilitate the achievement of client multi-national goals by collaborating with CTM internal departments and member agency partners to provide innovative ideas and services.

Responsibilities

• Create and maintain a measurable business plan for corporate clients, including a strategic travel management program.
• Build value-based partnerships, identify and execute revenue growth opportunities, and translate data into strategic actions.
• Develop and maintain client business plans and strategic travel programs, identifying opportunities to expand services and drive revenue growth.
• Lead KPI/SLA performance reviews, using insights to improve service delivery, strengthen client relationships, and uncover value-add opportunities.
• Manage account financial performance (budgets, forecasts, profitability), ensuring alignment with revenue targets.
• Drive process improvements and efficiencies that optimize program performance and increase client value.
• Analyze customer survey feedback and implement improvements to enhance satisfaction, retention, and long-term account growth.
• Identify cost and efficiency improvements in all aspects of client relationships through analysis of management information and regular dialogue with clients 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.
• Collaborate across business lines, regions, and key functions—including Sales, Technology, and Operations—to drive aligned efforts and ensure optimal sales and service delivery for client success.
• Plan and attend client implementation and review meetings.
• Identify opportunities for commercial incentives and coordinate 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.
• Domestic travel is required for this position.

Leadership Responsibilities

• This position may have direct and/or indirect reports, including responsibility for overall performance management, such as hiring, training, coaching, feedback, and development.
• Model the way for employees and set a positive example by demonstrating core values.
• Provide ongoing feedback and support team member growth by working with employees and encouraging growth plans.
• Drive employee engagement by facilitating regular conversations about engagement and taking action to improve team and organizational culture.

Requirements

• 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 and read and interpret information.
• Attention to detail and regular, reliable attendance.
• Bachelor’s degree in a related field or relevant experience.
• Minimum of five (5) years of experience in the multinational business travel sector.
• A proven track record of Multinational Account Management success in the business travel industry.
• Demonstrated experience in client relationship management, consultative selling, financial analysis, performance reporting, and process optimization.
• Fluency in another language(s) in addition to English is a plus.
• Requires availability for conference calls outside of normal business hours due to international time zones and flexible working hours to accommodate customer needs.
• Ability to travel often at short notice and for extended periods.

Skills

• Travel management strategy, financial/account management, KPI/SLA frameworks, and continuous improvement methodologies.
• 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.
• Knowledge of Self Booking Tools, MI Reporting, and Quality control systems.
• Demonstrated project management skills, including implementation, forecasting, and time management.
• A high degree of personal motivation and a desire to make decisions to achieve success in the selling process with a sense of urgency.
• Flexible approach with ability to meet strict deadlines.

Benefits

• Company Paid Basic Life & AD&D Insurance.
• Company Paid Short-Term Disability.
• Voluntary Long-Term Disability Insurance.
• Robust Wellness Program with incentives available to save money on medical insurance premiums.
• Supplemental Life, Accident, Cancer, Critical Illness, Identity Theft Protection, and Legal Coverage.
• Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states), and a Co-Pay medical plan.
• Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan.
• Flexible Spending Accounts.
• Dependent Care Savings Account.
• Dental Insurance Plan.
• Vision Insurance Plan.
• 9 Company Paid Holidays including the day after Thanksgiving.
• Generous paid time off programs for vacation and sick days.
• Employee Assistance Plan with access to Talk Space Therapy.
• Family Medical Leave.
• Paid Parental Leave (4 weeks).
• Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) for recovery, baby bonding, and family time.
• Bereavement Leave.
• 401(k) Retirement Plan with a generous match per pay period.
• Student Loan Payment Match.

Pay

USD $90,000.00 - USD $115,000.00 /Yr.

Schedule

Monday to Friday