Account Manager

 

Department: Account Management

 

Reports To: Vice President, Account Management

 

Account Manager Definition:

A strategic account manager is the guardian of the strategic customer relationship, orchestrating the deployment of corporate-wide resources to provide comprehensive product, service and solutions to the strategic account. This position is overseen by the VP, who supports and empowers the account manager in their respective roles.

 

Requirements:

• Detail-oriented, organized, possess strong communication skills, solid computer skills and thrives in a fast-paced, deadline-oriented environment.
• Global account management and sales experience.
• A degree in communication/business is an advantage.
• Strong work ethic and experience in working through complex implementations and communication strategies. Creativity skills required to be successful.
• Strong ability to build trust at multiple levels of an organization quickly; within TSI and clients.
• Present a positive image of self and of the company at all times, internally, with our clients, suppliers and vendors.
• Must be able to travel, including overnight stays.
• The ability to make good decisions.
• Must be flexible and have the ability to multitask.
• Prefer College Degree.

 

Reporting & Working Relationships:

• Serves as business owner and interacts on a regular basis with clients’ travel managers, executive directors, and senior managers of divisions.
• Participates in best and final sales presentations as determined by management.
• Manages the individual client profitability and impact to the company.

 

Primary Responsibilities & Standards:

Strategic Business Planning – Develop, implement and manage a strategic business plan which includes:

• Working with client and TSI Global Partners, identify short-term and long-term objectives for the global program and outline solutions to achieve objectives.
• Create action plans to implement each program objective with timelines.
• Provide consulting services to new and existing customers to solve business issues and to inspire new products and services that will drive and increase revenue and market share, conduct sales calls to assigned accounts, support sales of new accounts, participate in customer related conferences trade shows and social activities.
• Put in place tracking and reporting for each objective.
• Plan and execute quarterly business reviews and annual, c-level strategic business review.
• Develop Service Level Agreements for Service, Financial, Program Performance, Technology and Communication requirements.
• Engaging the client in identifying mutual program goals
• Proactively managing and fulfilling our contractual goals with the client
• Evaluating and revising the business plan to address performance goals and shifts in business objectives
• Review and analyze client data and present strategic recommendations on an ongoing basis.
• Preparing quarterly, semi-annual and annual business reviews to demonstrate TSI’s Travel Management’s performance in managing the clients’ travel program.
• Including the appropriate TSI senior management in reviews and management of the overall client relationship.

 

Profitability and Financial Management

• Working with Supplier Relations, evaluate success of client-preferred supplier programs, assess and recommend areas for improvement.
• Maintains in-depth understanding of client’s and company’s supplier contracts; ensures contractual commitments are met.
• Uses this knowledge in developing negotiation strategies.
• Manages the client’s contract in order to maximize TSI Travel Management’s profits
• Monitors contract terms and maintains valid contracts.
• Monitors monthly account profitability statement and makes necessary adjustments to achieve stated objectives.

 

Client Retention

• Manages the re-bid process for existing clients to include coordination of the RFI/RFP process.
• Manages the relationship matrix through penetration of the organization and the introduction of TSI Travel Management’s resources and executives.
• Maintains a client retention goal of 99% or higher.
• Assist with development and maintenance of strategic global supplier relationships.

 

Client Satisfaction

• Provide information for client’s crisis management program.
• Responsible for the implementation of all new business, working closely with global implementation team to ensure customer expectations are met.
• Responsible for overall relationship with client at global level.
• Maintains a high customer satisfaction rating for the overall customer base.
• Manages survey process and provides analysis and action plan in response to results.
• Coordinates all internal resources to ensure the fulfillment of all service components and delivery of value-added services, products and tools.
• Manages client communication and education efforts (i.e. industry/company events, educational seminars and travel industry trends).
• Collaborates with Operations Managers to ensure that all levels of client satisfaction are met.

Growth

• Work with client to establish reporting requirements.
• Identifies opportunities for the addition of value-added services and increased product sales.
• Identifies opportunities for growth via domestic or global consolidation.
• Identifies meetings, group and incentive travel management opportunities
• Organize, prepare and/or participate in customer events/training seminars where appropriate.
• Participate in industry trade associations and attend local, national, and global events as required.
• Develop strategy for non-participating Client countries

Areas of Accountability / Responsibility

• Account Profitability
• Account Retention
• Renegotiation of Client Contracts
• Expand services offered to client; such as groups, technology services and vacations services.
• Demonstrate new products of Travel Audit to existing clients
• Ensure client has consolidated all business with TSI
• Have high level “C” relationships with all clients.

 

 

Position Description Subject to Change