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Dedicated Account Representative - Media & Entertainment

Company

American Express Global Business Travel
Address , Remote
Employment type FULL_TIME
Salary $46,000 - $93,000 a year
Expires 2023-07-02
Posted at 1 year ago
Job Description
GBT is looking for a creative, expert, detail- and team-oriented Dedicated Account Representative to support one of our most important Television and Film clients. This is an exciting opportunity to work on travel for television and movie productions, media events, VIP and talent travel.
The Dedicated Account Representative (DAR) will be responsible for the management of the Global Client Travel Program on a day-to-day basis, with support/engagement as needed globally. The DAR will work hand in hand with the Global Client Manager to ensure GBT deliverables are met and new insights/products/services are introduced according to client needs and GBT objectives. An ideal candidate will be a creative problem solver.
Responsibilities include, but are not limited to, providing support directly to the client on agreed upon client deliverables such as compiling, tracking and implementing actions in accordance to contractual requirements.
The DAR will work with the Global Client Manager on client activities that drive program optimization, improve compliance and deliver customer satisfaction.
This role is virtual and will work Eastern Time Zone hours.

Responsibilities:
  • Ensure air and hotel contractual terms are submitted and uploaded into PRDS.
  • Develop and propose recommendations to identified issues & resolution
  • Get results by operating with a sense of urgency and confidence, employing effective time management, working well within team environment and applying network expertise to deliver results within deadlines.
  • Expertise of the systems that interface with OBTs or TMC Tools, such as GDS systems, HR Feed systems, etc.
  • Drive travel program compliance (in tandem with SLA targets)
  • Develop team trainings to external audiences such as vendors, contractors, and Client travelers, in person or using web conferencing tools and technology regarding Client specifics, operational procedures, and processes around the globe
  • Assist client managers in securing and preparing DRA forms (PRISM) for client execution.
  • Frequent interactions with traveler care, GBT product owners, PRDS, MI Helpdesk, etc. will be expected.
  • Deliver standard and ad-hoc reporting to Client and team.
  • Participate in pilot and beta testing of new processes, tools, policy enhancements, etc.
  • Manage the SLA Requirements to ensure GBT Meets/Exceeds, engaging global team monthly to review results
  • Ensure accurate travel policy interpretation and implement accordingly to supporting operational teams
  • Participate in client management business review strategy, compiling information accordingly.
  • Support/maintain the development of Client Scope of Procedures documentation (process flow, SP and Job Aid), working with CGM and RRMs
  • Engage key partners and host project meetings, including providing meeting notes with action items and timelines as agreed by Client team
  • Generate key performance indicator reports such as TSF, CSAT from appropriate network databases
  • Ensures quality processes and tools are incorporated into all daily activities with contingency plans in effect.
  • Collaborate with Client, possessing strong customer service and consultation focus
  • Exercise client interaction professionalism, upholding GBT code of conduct and confidentiality as GBT employee representative.
Qualifications:
  • Strong time management and problem-solving skills
  • Effective written and verbal communication skills with attention to detail
  • Knowledge and understanding of business, travel front office, mid office and back-office tools and processes
  • 5+ years year’s global account/client management – travel industry experience
  • Strong Customer Communication and Relationships Skills
  • Knowledge and understanding of business travel operational processes and practices
  • Demonstrated ability to Get Results
  • Proficiency in Microsoft office tools (Word, PPT, Excel)

Please be aware that you must be in role for 1 Year before applying for an internal position.

Location
United States - Virtual Location

The US national annual base salary range for this position is from $46,000 to $93,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.
In addition to base salary, this role may be eligible for an annual Performance Based Incentive, which rewards participants based on company performance, one of our metric-driven Sales Incentive Plans (certain direct sales roles only), or one of our Client Management Incentive Award (CMIA) programs. An eligible employee can only participate in one of these plans during an eligible period. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.
GBT 2023 Benefits-at-a-Glance

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement