Our client is an established Travel Management Company (TMC) serving corporate travel programs. They are seeking a Director of Account Management to lead one of its post-sales client experience. You’ll manage a team of 8–10 Account Managers and own how clients feel about the partnership. This is a player-coach leadership role with real client exposure. You’ll spend about half your time developing your team and the other half in front of clients: building executive relationships, protecting retention, and finding room to grow each account. If you know corporate travel from the inside and are motivated by turning good Account Managers into great ones, this one is worth a conversation.
Overview of Duties & Responsibilities
· Effectively build, develop and manage a team of Account Managers who have razor-sharp critical thinking and customer service skills and who are keenly focused on the post-sales customer experience and who build strong relationships with their clients.
· Assist & mentor Account Mangers with delivery of management reports and presentations to client, introducing new company service offerings and other customer-focused efforts.
· Support Account Management Team with responding promptly, meaningfully, and efficiently to client needs; respond in Director capacity as may be necessary.
· Engage with Account Managers and clients in consultative conversations and identify business expansion opportunities while our client as the preferred service provider.
· Facilitate professional development of Account Managers to meet criteria of current and future client and company needs.
· Ensure each Account Manager follows best practices and develops innovative ideas so that services and work product are delivered economically and efficiently.
· Develop and maintain positive, productive working relationships with clients and colleagues, particularly within the Client & Consulting Services team, Operations Team, and Business Solutions Team.
· Participate in and contribute to regular meetings with Team Leadership and on occasion members of the company’s Senior Leadership Team regarding, inter alia, project updates, analysis of client needs, industry trends, etc.
· Maintain clear and consistent communication with clients.
· Maintain client loyalty by establishing strong relationships with key stakeholders including but not limited to client’s travel manager/travel management team and other executives (e.g., C-suite sponsors of travel program)
· Develop and oversee client satisfaction with Team’s account management services.
· Represent our client at industry conferences and events, present materials at same.
Overview of Time Allocation
· Mentoring Account Management Team = 50%
· Directly interfacing with clients = 40%
· Other leadership responsibilities = 10%
Overview of Needed Competency & Requirements
· Strong knowledge of corporate travel is required, particularly with companies that spend between $1 million and $20 million annually
· Proven ability to manage multiple, diverse projects
· Strong record of taking the initiative, adapting quickly to changing priorities, and operating with a high sense of urgency
· Demonstrated ability to uncover client needs and propose solutions to ensure client satisfaction
· Strong business acumen
· Excellent written and verbal communication skills, particularly with a customer service focus
· Independent worker who is a self-starter and who is willing to learn
· Strict attention to detail
· Ability to work in a fast-paced, stressful environment
· Commitment to lifelong learning
· Degree in business administration OR 10 yrs experience in corporate travel management/consulting
· 15+ years’ experience in corporate travel with a mid-market or large TMC
· Travelport (Apollo) or Sabre (GDS) experience required
· Advanced knowledge of MS Office
