Manager Account Management - US Based Remote

About the role

In conjunction with the Director, this role is responsible for developing and implementing account-specific plans and strategies to achieve service, revenue, and profit goals. The position oversees all aspects of client policy, manages client reviews and projects, and ensures overall client satisfaction and account health. The role also involves cross-selling, contract negotiations, implementations, and proposal development.

Responsibilities

• Develop, track, and measure Client SLA performance statistics, service results, dashboards, and metrics
• Oversee all aspects of policy through audit and team training, ensuring the business understands the Client program; provide coaching and support to operations for Client policy management
• Schedule and create platform to review program annually or as needed; strategize with Director or key stakeholders on insights and goals for the review; ensure the review addresses concepts from previous meetings/reviews or drives new opportunity
• Manage or support Client specific projects; monitor performance and ensure team time and effort is progressing to meet established deadlines
• Monitor performance and actions of Cartus in meeting Client specific targets and Cartus Leadership goals; ensure Cartus is tracking and reporting on SLAs and service recovery strategies
• Penetrate higher-level relationships and offer trusted guidance on product/services, operational processes and obstacles that may affect the achievement of client and Cartus goals
• Contribute to work environment that fosters team collaboration, cooperation, respect and ethical behavior
• Maintain thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue
• In conjunction with Director, may lead internal and external negotiation on pricing and contract terms for key engagements; provide business case to director to review with Cartus Leadership on low margin pricing
• Participate and lead strategic and program discussions with Client during implementation meetings; partner with all support teams
• Develop and conduct presentations for current clients in RFP alone or in partnership with Director or VP as required; participate in prospect best and finals; liaise with sales team as required
• Ensure Client has a clear understanding of how their contracted services align to their program administration objectives; review and agree on service delivery expectations
• Act as Client advocate with network suppliers by effectively communicating the Client's philosophy and needs with regard to relocation policies and culture
• Responsible for achieving metrics in satisfaction results and survey return rate; put together action plans to respond to feedback provided on Client surveys; periodically pulse Clients on satisfaction throughout the year
• Educate operations on Client culture and service requirements
• Analyze data and drive strategic direction regarding fees and profitability; respond to Credit review of the Client health and resolve open issues; accountable for billing accuracy by taking corrective action on contracts
• Ensure Client is aware of Customer receivables, the plan to receive the funds, and determine if/when Client should be billed for a receivable; perform audits for new and updated contracts to ensure compliance with company requirements
• Track and measure account margins through new product development, organic growth and execution of services for retention of existing business
• Initiate and manage pricing requests and support pricing department objectives
• Understand and actively manage Client receivables, billing, and aging; maintain working knowledge of all financial impact to Cartus when managing objectives
• Anticipate and strategize with Clients to prepare and establish business trends month over month
• Assist Director with budget planning, cost estimating, accruals and expense projection
• Participate in internal initiatives and support company objectives when identifying key opportunities for changes
• Act as mentor to colleagues interested in career growth and development
• Act as department liaison, as appropriate, to ensure effective communication and process/product education

Qualifications

• 3-5 years related business experience in Account Management in domestic and/or international assignment management, relocation industry
• Bachelor's degree or equivalent experience required
• Able to work independently, using self-initiative to accomplish Client requests; must be resourceful and possess strong interpersonal skills
• Presentation skills highly desirable
• Demonstrated relationship management skills required; sales experience a plus
• Available to travel, as needed
• For optimal coverage and cross-functional collaboration, a candidate based in the Pacific or Mountain time zone is required

Key Dimensions

• Demonstrated experience in a service environment
• Strong Communicator
• Account Management experience – managing multiple accounts
• Leadership
• Collaboration
• Relationship Management
• Financial savvy and analysis
• Influencing and Negotiation skills
• Cultural sensitivity
• Judgement and Decision making
• Project management