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.
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.
