REPORTING TO: DIRECTOR OF CLIENT SUCCESS, NORTH AMERICA
POSITION TYPE: REMOTE-US
JOB PURPOSE:
The Client Success Manager will serve as a trusted advisor for their client portfolio, working to understand their strategic goals and identify opportunities to drive growth. By focusing on developing long-term partnerships, the Client Success Manager will cultivate direct relationships and deliver timely value propositions, through guiding and advising the clients toward an integrated solution that meets their needs. With a deep understanding of our offerings, the Client Success Manager will confidently recommend the rights services and solutions to help clients achieve their objectives. In this role, you will communicate effectively at all levels and ensure the “Voice of the Customer” is clearly conveyed within the Reed & Mackay business.
PRINCIPLE RESPONSIBILITIES:
- Build and sustain strong, multi-level client relationships as the main point of contact throughout the Customer post sales lifecycle
- Develop and execute a travel cost management strategic business plan that aligns with client’s objectives and goals
- Continuously assess opportunities and performance, with an emphasis on cost efficiency and return on investment; regularly conduct meaningful Reviews of Clients Program performance – Identify, track and escalate as needed; raise critical concerns internally and leverage resources to resolve issues
- Identify growth opportunities by proactively exploring for growth within your assigned accounts, both through upselling our solutions and cross-selling into adjacent practices
- Understand, manage and administer commercial models by gaining a deep insight into contracts, business agreements
- Develop client focused solutions; exceed client expectations by providing responsive, considerate and effective support fostering a strong, positive relationship
- Drive service delivery in accordance with Service Level Agreement and Business Plan; this involves planning, and preparation execution
- Collaborate with cross functional teams as the relevant responsibility for client implementation and drive contract renewal
- Lead ongoing initiatives that help continuously improve our approach and effectively secure our customers success
SKILLS, KNOWLEDGE AND EXPERIENCE:
- At least 10 years experience in Corporate Travel management
- At least 5 years as an Account Manager within a Corporate Travel Management environmentExperience in a client focused role
- Business and Commercial acumen
- Excellent written and verbal communicator
Reed & Mackay provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
