Director Global Account Management - US Based Remote

Anywhere•US Remote City, US Remote State

19h•Remote

About The Position

Strategic individual responsible for the relationship management of all assigned accounts. Serve as catalyst to increase revenue opportunities for Cartus and facilitate improved relocation processes to meet Client and Cartus/Corporate strategies. Partner closely with CSD/CSM/AM to insure seamless delivery to clients and customers. Ultimate responsibility for retention, loyalty and top block client references, client survey results, scorecard, service level agreements, contract terms and employee coaching and development.

Requirements

Five years plus experience in a managerial position in the account management/and or sales service field with demonstrated relationship management skills.
Demonstrated financial business management experience.
System literacy.
Expat experience.
Domestic and global relocation experience required.
Bachelor’s degree or equivalent experience required.
Proven presentation skills.

Nice To Haves

Sales experience a plus.
Management of tri-regional global engagements a plus.

Responsibilities

Develop and implement account-specific plans and strategies to achieve service, revenue, volume, and profit goals.
Enforce implementation and management of client policy, recommendations, benchmarking, and customization.
Educate management team on cross-selling opportunities of Cartus products/services to generate increased revenue.
Develop client proposals and presentations.
Ensure positive client survey results, scorecards, and service level agreements.
Manage quarterly and annual client review process in conjunction with the Account Manager and ensure data has been validated.
Manage client projects and expectations.
Drive balance to enhance bottom-line return on investment through management monitoring of costs to deliver service (G&A) and net fees.
Ensure each account meets margin requirements through new product development, more efficient and effective service delivery, and retention of existing business.
Participate in prospect meetings and best and finals, liaising with the sales team.
Liaise with support teams to assure audit compliance/needs, information security management, and IT projects/enhancements.
Manage RFP processes, bid prevention, and contribute to client retention efforts.
Manage regular internal forecasting of client volume by gathering information from the client and other resources.
Identify SOS opportunities through client relationships and management team collaboration.
Oversee partnership with internal groups as required and implement new services as necessary.
Assist with implementation for new client engagement or new products as required.
Ensure quality customer service by assuring management is establishing/implementing policies and procedures, and resolving customer complaints and service issues.
Assess overall client relationship, including risk assessment and management.
Negotiate, retain, and monitor contractual agreements.
Provide consistent communication to team and Vice President on individual/team measurement and results.
Maintain a work environment that fosters team effectiveness, cooperation, motivation, and professional growth.
Continuously develop overall team performance, effectively utilizing team resources and implementing improvements.
Assess strengths and developmental needs of employees and provide timely, clear, and objective coaching.
Compile, analyze, and interpret data to monitor performance against standards in respect to services (compliance/accuracy), revenues (margins), fees (contract maintenance and utilization), and billing (aging/cash flow).
Understand areas of revenue and cost to manage profitability of engagements.
Manage cash flow, aging, and current inventory management, and the impact client negligence has on overall health of the organization.
Manage regular forecasting of volume by service for assigned clients.
Initiate and support pricing requests for expanded contractual terms.
Act as client advocate with suppliers by effectively communicating the client's philosophy and needs with regard to relocation policies and culture.
Responsible for overall client experience and collaborate with Operations to ensure customer satisfaction.
Foster a culturally respectful environment, drive diversity/awareness.
Build and maintain relationships and knowledge with support teams to foster positive customer services results.
Manage client expectations to drive client survey excellence.