Global Account Manager

As a key member of the Global Account Management Core team, the Account Manager will be responsible for account profitability, service delivery, implementations, and customer satisfaction. This is a fully remote position with ~20% travel.

Responsibilities

• Manage all aspects of the relationship between Direct Travel and a portfolio of global corporate clients, including:
  • Client retention
  • Implement a Global Business Plan to establish, achieve, and measure the business objectives of the global travel program
  • Manage all existing client contract terms, including negotiations for contract renewals or extensions and amendments
  • Lead and manage the RFI/RFP process
  • Participate and take a lead role in the implementation of global accounts
  • Identify business consolidation and growth opportunities
  • Effectively sell additional value-added products and services
  • Proactively manage the client’s profitability
  • Conduct business reviews quarterly or bi-annually
• Develop an understanding of client business models, goals, and business needs to align Direct Travel programs as part of their solutions.
• Lead a strategic account planning process with clients and develop a business plan defining and tracking mutually agreed-upon performance objectives, financial targets, and critical milestones.
• Interpret data and make recommendations based on findings to improve program goals and objectives.
• Ensure account performance objectives and client expectations are continually met by collaborating with internal departments, external suppliers, and global partners to find solutions.
• Capture all relevant client-related data and opportunities in CRM.
• Consistently uphold the company’s vision and values while ensuring the customer experience remains a focus.
• Ensure high service levels for all customers and work with Direct Travel ATPI Operations teams globally to resolve service-related concerns.
• Distribute travel communications to keep customers apprised of industry developments.
• Demonstrate strong knowledge of industry trends and issues, and an understanding of how these impact the business environment.
• Influence corporate client decisions with strategic thinking and alignment of inter-organizational expectations.
• Apply strong problem-solving skills with a focus on innovative and creative solutions.
• Utilize strong data analysis and interpretation skills.

Requirements

• Bachelor’s degree and 8 years of corporate travel account management experience or equivalent experience.
• Minimum of 5 years managing global customer portfolios, working with wholly owned and partner agencies.
• Ability to participate in calls/meetings outside of normal business hours to support program management.
• Thorough knowledge of the business travel industry, airline and hospitality industries, and travel industry-specific automation.
• Intermediate to advanced MS Office skills (Word, Excel, OneNote, and PowerPoint).
• Ability to successfully manage multiple tasks simultaneously; fluency in English (speaking, reading, and writing).
• Excellent customer service, interpersonal, negotiating, and verbal/written communication skills.
• Ability to conduct complex interpersonal interactions, troubleshoot, solve problems, make decisions, operate independently, and work effectively under pressure.
• Excellent relationship-building, communication (written, verbal, interpersonal), presentation, and meeting facilitation skills.
• Lawful work authorization in the U.S. with unrestricted work eligibility.

Preferred Qualifications

• Minimum of 15 years of corporate account management experience.
• Minimum of 8 years managing global customer portfolios, working with wholly owned and partner agencies.
• SalesForce CRM experience.

Benefits

• Medical, Dental, and Vision benefits.
• Employee rewards and recognition program.
• Total Rewards Package including Wellness, Sustainability, DE&I initiatives, and Mental Health Support.

Direct Travel is a leading provider of corporate travel management services with over 40 years of experience. The company develops highly customized travel programs and has offices in over 70 locations across North America and the UK.