Bilingual Sr. Client Services Account Manager (Spanish)

Collinson•Kanosh, UT

66d

About The Position

The Bilingual Senior Client Services Account Manager (Spanish) is responsible for the strategic and operational management of key global Travel Experience (TE) client accounts. This role serves as the primary operational liaison between clients and internal teams, ensuring seamless delivery of services that meet contractual obligations and exceed client expectations. The position is critical in driving operational excellence, standardizing processes, and identifying innovative solutions to support client needs. Through effective team leadership and cross-functional collaboration, the Sr. Account Manager ensures high-quality service delivery, supports continuous improvement initiatives, and contributes to overall business growth and customer satisfaction.

Requirements

Bachelor’s degree required; advanced degree a plus
Minimum 5 years of experience in client services, operations, or sales support roles with increasing responsibility
At least 1 year of people management experience, including oversight of remote or virtual teams
Strong numerical and analytical skills with proficiency in Excel
Proven ability to manage competing deadlines and priorities
Excellent written and verbal communication skills across diverse audiences
Creative thinker with a solutions-oriented mindset

Nice To Haves

Bilingual in English and Latin American Spanish is a plus

Responsibilities

Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues. This role manages Client Operations processes and maintains strong client relationships to ensure effective service delivery.
Represent the Operations Team in company-wide projects that impact your Client.
Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts.
Understand Client needs and requirements and work closely with the business to implement correctly.
Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations
Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations
Identifies when account management issues should be escalated internally for oversight and response.
Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business.
Actively participate where required in the revision of globally shared processes, utilizing data to identify gaps and opportunities for operational excellence.
Organize and manage the documenting of processes for training, education and business awareness.
Ownership of sharing processes, useful information and updates with regional operations teams.
Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements.
Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements.
Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson
On-boarding of clients to agreed implementation specifics and timelines
Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and trends analyses where appropriate.
Creation and distribution of account information, management information and reporting;
Ownership of Communication with Clients on a regular basis including responses to specific queries and requests.
Coordinate with Commercial teams to manage the seamless handover and onboarding of new clients according to agreed timelines and specifications.
Coordinate Data feed implementations/migrations
Producing/distributing monthly reports to clients
Liaise with and coordinate internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's.
Ensure new deals, implementations, and system developments are tested, validated, and signed off in alignment with internal business processes.
Understand Client needs and requirements and work closely with the business to implement correctly.
Responsible for processes (meeting SLAs and KPIs)
Subject matter experts, introducing, involved in changed programs
Any other tasks deemed appropriate by management