Global Account Manager

Direct Travel • Remote,

1h • Remote

About The Position

As a key member of the Global Account Management Core team, the Global Account Manager is responsible for account profitability, service delivery, implementations, and customer satisfaction. The role works with Direct Travel’s corporate accounts to improve efficiencies, create and administer travel policies, evaluate and implement technologies, and troubleshoot issues. This is a fully remote position with approximately 20% travel.

The position manages relationships with a portfolio of global corporate clients, including retention, strategic account planning, contract management and renewals, global account implementations, growth opportunities, profitability, business reviews, and service levels. It requires understanding client business models and goals, interpreting data to make recommendations, coordinating with internal departments and external partners, and keeping clients informed about industry developments.

The role requires a bachelor’s degree and at least eight years of corporate travel account management experience or equivalent experience, including at least five years managing global customer portfolios with wholly owned and partner agencies. The preferred qualifications include 15 years of corporate account management experience, eight years managing global customer portfolios, and Salesforce CRM experience. Candidates must be authorized to work in the United States without restriction.

Requirements

• Bachelor’s degree and eight years of corporate travel account management experience, or equivalent experience.
• At least five years managing global customer portfolios and working with wholly owned and partner agencies.
• Thorough knowledge of the business travel, airline, and hospitality industries, and travel industry-specific automation.
• Intermediate to advanced proficiency with Microsoft Office, including Word, Excel, OneNote, and PowerPoint.
• Ability to manage multiple tasks simultaneously; speak, read, and write English; and demonstrate excellent customer service, interpersonal, negotiating, and written and verbal communication skills.
• Ability to conduct complex interpersonal interactions, troubleshoot, solve problems, make decisions, operate independently, and work effectively under pressure on a regular basis.
• Excellent relationship-building skills.
• Excellent presentation and meeting facilitation skills.
• Ability to lawfully work in the United States with unrestricted work authorization.

Nice To Haves

• At least 15 years of corporate account management experience.
• At least eight years managing global customer portfolios and working with wholly owned and partner agencies.
• Salesforce CRM experience.

Responsibilities

• Manage all aspects of relationships between Direct Travel and a portfolio of global corporate clients, including client retention.
• Implement global business plans to establish, achieve, and measure objectives for global travel programs.
• Manage existing client contract terms, including negotiations for renewals, extensions, and amendments, as well as leading RFI/RFP processes.
• Participate in and lead global account implementations.
• Identify business consolidation and growth opportunities and sell additional value-added products and services.
• Proactively manage client profitability and conduct quarterly or biannual business reviews.
• Understand client business models, goals, and needs to identify how Direct Travel programs can contribute to client solutions.
• Lead strategic account planning with clients and develop business plans that define and track mutually agreed performance objectives, financial targets, and milestones.
• Interpret data and make recommendations to improve program goals and objectives.
• Ensure account performance objectives and client expectations are met by collaborating with internal departments, external suppliers, and global partners.
• Capture relevant client data and opportunities in CRM.
• Uphold the company’s vision and values while keeping the customer experience in focus.
• Ensure high service levels and work with Direct Travel ATPI Operations teams globally to resolve service-related concerns.
• Distribute travel communications to keep customers informed about industry developments.
• Maintain knowledge of industry trends and issues and understand their impact on the business environment.
• Influence corporate client decisions and align inter-organizational expectations through strategic thinking and account management.
• Apply problem-solving skills to develop innovative and creative solutions.
• Participate in calls and meetings outside normal business hours to support program management.

Benefits

• Medical, dental, and vision benefits.
• Retirement plans.
• Wellness programs.
• Rewards and recognition.
• Sustainability initiatives.
• Diversity, equity, and inclusion initiatives.
• Mental health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior