Global Account Manager

Summary of Position

The Global Account Manager will serve as the main liaison between the Client, CTM and its global network of agency partners. for multi-national and global agreements.  This role requires availability across multiple time zones and the flexibility to meet the needs of a global client base. Additionally, to serve as an advocate in communicating Client needs and facilitating achievement of Client multi-national goals by working in conjunction with CTM internal departments and the member agency partners to provide innovative ideas and services to meet the clients’ needs.  

Schedule / Shift

Standard 

Responsibilities and Duties

• Create and maintain a measurable business plan for corporate clients, to include a strategic travel management program.
• Build value-based partnerships, identify and execute revenue growth opportunities, and translate data into strategic actions
• Develop and maintain client business plans and strategic travel programs, identifying opportunities to expand services and drive revenue growth
• Lead KPI/SLA performance reviews, using insights to improve service delivery, strengthen client relationships, and uncover value-add opportunities
• Manage account financial performance (budgets, forecasts, profitability), ensuring alignment with revenue targets
• Drive process improvements and efficiencies that optimize program performance and increase client value.  Analyze customer survey feedback and implement improvements to enhance satisfaction, retention, and long-term account growth
• Identify cost and efficiency improvements in all aspects of client relationships through the analysis of management information and regular dialogue with client and shareholders.
• Introduce quality performance metrics where appropriate.   Monitor and review service level agreements with the client.
• Manage the contractual terms and conditions of the client relationship and financial agreements in place including payments. Monitor the profitability of each account.
• Liaise with all internal international CTM and agency partner departments and staff involved with the client to deliver consistent products and services.
• Collaborate across business lines, regions, and key functions—including Sales, Technology and Operations—to drive aligned efforts and ensure optimal sales and service delivery for client success.
• Plan and attend client implementation and review meetings.   Identify opportunities for commercial incentives and co-ordinate meetings with suppliers on behalf of and with clients.
• Review and recommend improvements to the client travel policy and buying procedures.
• Ensure the accuracy and timely delivery of management information.
• Maintain market and competitor awareness and brief clients on strategic developments in the industry.
• Other duties as assigned.

 

Domestic travel is a requirement for this position.  An accommodation may be considered under the Americans with Disabilities Act, but a bona fide reason must exist. The company will engage in the interactive process as necessary. 

Leadership Responsibilities

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

Required of all CTM Positions

• Embrace CTM’s core values of Connect, Evolve and Deliver.
• Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
• Ability to work independently as well as part of a team.
• Appropriate and professional written and verbal communication.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
• Creative and analytical thinking with strong problem-solving and consultative skills.
• Demonstrates calm under pressure – is a proactive contributor and eager to learn.
• Proficiency in Microsoft Office Suite.
• Ability to do basic math.
• Ability to read and interpret information.
• Attention to detail.
• Regular and reliable attendance.

Education and Experience

• Bachelor’s degree in related field or relevant experience
• Minimum of five (5) years of experience in the multinational business travel sector
• A proven track record of Multinational Account Management success in the business travel industry
• Demonstrated experience in Client relationship management, consultative selling, financial analysis, performance reporting, and process optimization

• Fluency in another language(s) in addition to English a plus 

Knowledge, Skills, and Abilities

• Travel management strategy, financial/account management, KPI/SLA frameworks, and continuous improvement methodologies
• Ability to build strong commercial relationships with clients, shareholders and suppliers and communicate at all levels both internally and externally
• Excellent negotiating skills with experience in setting up and monitoring supplier deals on behalf of clients
• Commitment to quality of service and meeting customer requirements
• Knowledge of Self Booking Tools, MI Reporting and Quality control systems

• Demonstrated project management skills, including implementation, forecasting and time management
• A high degree of personal motivation and a desire to make decisions to achieve success in the selling process with a sense of urgency
• Flexible approach with ability to meet strict deadlines
• Requires availability for conference calls outside of normal business hours due to international time zones and flexible working hours at times to accommodate customer needs
• Ability to travel often at short notice and for periods at a time

EEO Statement

CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce.  All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.

If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us at [email protected]. We will make every effort to respond to your request for assistance as soon as possible.  Please provide a preferred contact method for response via email or phone.

 

Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.

 

Click here to view EEO and Other Legal Notices. 

 

BENEFITS PROGRAM

 

We provide competitive and comprehensive benefits programs, tailored to each part of the globe our people work in. From walking and fitness challenges to volunteer experiences, flexible work environments, generous leave programs and retirement plan options, we offer ways to support you in every stage of living your best life.   

 

♥ Company Paid Basic Life & AD&D Insurance 

⏳ Company Paid Short-Term Disability 

⌛Voluntary Long-Term Disability Insurance 

🏅 Robust Wellness Program with incentives available to save money on your medical insurance premiums. 

⛑ Supplemental Life; Accident; Cancer; Critical Illness; Identity Theft Protection and Legal Coverage 

🩺Three medical plan offerings including a High Deductible Health Plan, HMO plan (available in select states) and a Co-Pay medical plan. 

💲 Health Savings Account (HSA) with company core contribution and match, on a per pay period basis if enrolled in the HDHP medical plan. 

💰 Flexible Spending Accounts 

🐣 Dependent Care Savings Account. 

🦷 Dental Insurance Plan 

👓 Vision Insurance Plan 

🎊 9 Company Paid Holidays including the day after Thanksgiving. 

📅 Generous paid time off programs for vacation and sick days 

🤝 Employee Assistance Plan with access to Talk Space Therapy 

👨‍👩‍👧‍👦 Family Medical Leave 

👶 Paid Parental Leave (4 weeks) 

🤱 Maternity benefits utilizing company paid STD, plus Parental Leave (4 weeks) to provide time for recovery, baby bonding, and enjoying your family time. 

💕 Bereavement Leave 

💵 401(k) Retirement Plan with a generous match per pay period  

🎓 Student Loan Payment Match 

#LI-MD1

 

Compensation for this position is determined based on a variety of factors, including the responsibilities and requirements of the role, relevant skills, experience and qualifications, internal equity, market data and business needs.

 

For positions that are funded through a specific client engagement or other designated funding source, compensation may be reviewed if the employee subsequently transfers to a different role within the company.

Pay Range

USD $90,000.00 - USD $115,000.00 /Yr.