Note: The job is a remote job and is open to candidates in USA. Compass International Holdings is seeking a Director of Global Account Management. The role involves managing relationships with assigned accounts to enhance revenue opportunities and improve relocation processes while ensuring client satisfaction and service excellence.
Responsibilities
- Director Account Management is responsible for developing/implementing account specific plans and strategies to achieve service, revenue, volume and profit goals
- Enforce implementation and management of client policy, recommendations, benchmarking and customization as appropriate
- Foster environment to educate management team on cross selling opportunities of Cartus products/services to generate increased revenue
- Develop client proposals and presentations
- Accountable for ensuring 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. Responsible for meeting set targets. Responsible for ensuring that 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 liaise with sales team
- Liaise with support teams to assure audit compliance/needs, information security management and IT projects/enhancements
- RFP management, bid prevention, contribute to and participate in best and final and client retention
- Manage regular internal forecasting of client volume by gathering information from the client and other resources
- Identify SOS opportunities, along with management team through client relationships. Oversee partnership with internal groups as required and implement new services as necessary
- For new client engagement or new products, assist with implementation as required
- Ensure quality customer service by assuring management is establishing/implementing policies and procedures, 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
- Maintains 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 need 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) 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 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 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
Skills
- 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
- Sales experience a plus
- Management of tri-regional global engagements a plus
Company Overview
It was founded in undefined, and is headquartered in , with a workforce of 5001-10000 employees. Its website is .