Manager - Client Servicing

Job: Travel
Primary Location: United States
Schedule: Full-time
Manager - Client Servicing Job
Date: Jan 18, 2014
Manager - Client Servicing-13015908

Description
The Global Client Manager serves as the primary Business Travel contact for their client/a portfolio of clients (delete as appropriate) and is responsible for client engagement, retention and profitability. The Manager establishes and executes a strategic account plan, focusing on identifying transformational business opportunities to enhance the customer experience and create customer value.

Accountabilities:
- Maximize transaction revenue and deliver premium revenue growth by supporting the sale of AXP products and services at a global, regional and local level. Providing guidance to internal or external customers in the assessment of goals and strategies, in order to optimize the T&E program
- Spearhead regular communication on progress against client’s performance targets, including service level agreements. Partner with Service Delivery Leaders to standardize processes and meet agreed targets
- Support local markets and regions in identifying innovative solutions to enhance productivity & improve traveler/caller experience during service fulfillment
- Build and maintain an extensive network of key contacts at all levels to understand clients expectation and to ensure client satisfaction and retention
- Synthesize competitive intelligence to understand implications for clients, and proactively communicate trends, innovations, and best practices to Global HQ and the local markets.
- Lead business planning and C-level executive reviews on a quarterly and annual basis
- Develop pricing strategies, manage P&L and negotiate rebids for portfolio accounts

Qualifications
- Knowledge of the Business Travel industry (global and local level), Client Management and managing online/offline booking channels
- Strong financial and business acumen; understanding of profitability drivers and P&L accounts (for the client and for American Express) Take responsibility for reducing costs and increasing revenue
- Passion for sales and revenue generation
- Ability to articulate strategic vision and also provide detailed information about services and products
- Excellent problem-solving and decision-making abilities; demonstrated expertise in project management, prioritization, and planning
- A sophisticated range of communication and presentation skills; able to present complex ideas in simple and compelling way to a wide variety of audiences
- Ability to develop and implement strategies, build action plans and set goals
- Relationship builder at multiple levels (internal and external). Facility in building relationships at multiple levels with internal and external partners. Ability to interface effectively with C-level clients
- Exceptional negotiation skills, including the ability to handle objections and achieve mutually beneficial solutions
- University degree in business administration or similar education preferred
- High degree of computer literacy – PowerPoint and Excel beneficial
- Readiness for travel
- Self-starter; ability to work independently
- Knowledge of Medallia and TravelForce for CSAT and CSI processing and trending assessment



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