Account Management Manager - US Based Remote

Account Management Manager – must be located in US West Coast
SUMMARY: We are seeking a strategic individual to manage a portfolio of client accounts, working closely with the Director to ensure Cartus' success and profitability. The Manager will serve as a catalyst to increase revenue opportunities and monitor processes to meet client and Cartus strategies. This role involves collaboration with all support groups to ensure seamless delivery to clients and customers.
RESPONSIBILITIES:
Client Strategy:
- Proposals: Develop and conduct presentations for current clients in RFPs, either independently or in partnership with the Director or VP. Participate in prospect best and finals, liaising with the sales team as required.
- Contract Negotiations: Lead internal and external negotiations on pricing and contract terms for key engagements, in conjunction with the Director. Provide business cases to the Director for review with Cartus Leadership on low-margin pricing.
- Implementations: Lead strategic and program discussions with clients during implementation meetings, partnering with all support teams.
- Setting Goals: Develop and implement account-specific plans and strategies to achieve service, revenue, and profit goals. Track and measure client SLA performance statistics, service results, dashboards, and metrics.
- Client Policy: Manage all aspects of policy through audits and team training, ensuring the business understands the client program. Provide coaching and support to operations for client policy management.
- Cross-Selling: Understand the client contract and identify opportunities to sell Cartus products and services to generate increased revenue.
- Client Reviews: Schedule and create platforms to review programs annually or as needed, strategizing with the Director or key stakeholders on insights and goals.
- Client Projects: Manage or support client-specific projects, monitoring performance to meet established deadlines.
- Client Satisfaction: Monitor Cartus' performance in meeting client-specific targets and leadership goals. Ensure tracking and reporting on SLAs and service recovery strategies.
- Client Health: Build higher-level relationships and offer guidance on products, services, and operational processes that may affect the achievement of client and Cartus goals.
Financial Accountability:
- Health of the Account: Analyze data to drive strategic direction regarding fees and profitability. Respond to credit reviews of client health and resolve open issues. Ensure billing accuracy by taking corrective action on contracts.
- Operational Compliance: Ensure clients are aware of customer receivables and the plan to receive funds. Perform audits for new and updated contracts to ensure compliance with company requirements.
- Account Profitability: Track and measure account margins through new product development, organic growth, and execution of services for retention of existing business.
- Pricing Requests: Initiate and manage pricing requests, supporting pricing department objectives.
- Financial Impact: Actively manage client receivables, including billing and aging, and understand the financial impact on Cartus.
- Volume Forecasting: Anticipate and strategize with clients to prepare and establish business trends month over month.
Service Excellence:
- Client and Customer Experience: Ensure overall client experience and collaboration throughout the Cartus organization to ensure customer satisfaction.
- Operations Team Support: Collaborate and support operational initiatives, participate in process improvement, and train on client procedures, programs, and culture. Respond timely to requests requiring client interaction.
- Support Team Collaboration: Collaborate and support internal department initiatives, participate in process improvements, and train on client programs and culture.
- Managing Client Expectations: Ensure clients understand how their contracted services align with their program administration objectives. Review and agree on service delivery expectations.
- Supplier Management: Act as a client advocate with network suppliers, effectively communicating the client's philosophy and needs regarding relocation policies and culture.
- Service Experience: Achieve metrics in satisfaction results and survey return rates. Develop action plans to respond to feedback from client surveys and periodically pulse clients on satisfaction throughout the year.
Position Qualifications:
- 3-5 years of related business experience in account management in domestic and/or international assignment management, relocation, real estate, or service industry.
- Bachelor’s degree or equivalent experience required.
- Ability to work independently, using initiative to accomplish client requests. Must be resourceful and possess strong interpersonal skills.
- Presentation skills are highly desirable.
- Demonstrated relationship management skills required; sales experience is a plus.
- Availability to travel as needed.
Winning Behaviors:
- Move with Integrity: Take trust seriously and earn it from our customers every day. Do what’s right and show up with excellence for those we serve.
- Move with Heart: Bring a positive attitude, seek to understand, value, and respect one another and the significance of the work we do in people’s lives.
- Move as One Team: Collaborate effectively, leveraging our advantages to achieve our shared vision and lead into the future together.
- Obsess About Growth: Focus on making a big impact and accelerating growth. Prioritize the most important things that create value for customers and shareholders.
- Always Find a Better Way: Explore and embrace what’s possible. Make things better, faster, and simpler. Be candid, curious, and agile. Challenge the status quo and pressure test assumptions.
- Relentlessly Focus on Talent: Attract and retain phenomenal people. Perform with uncompromising standards of excellence, ethics, and accountability. Empower yourself and others to continually learn, improve, seek diversity, and thrive.
- Achieve Exceptional Results: Take decisive action and deliver on commitments. Move with speed, plan for the unexpected, overcome barriers, and be resilient. Leverage facts and the wisdom of others to get the best results[1].