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Strategic Account/Operations Manager

Company

American Express Global Business Travel
Address , Remote
Employment type FULL_TIME
Salary $70,000 - $140,000 a year
Expires 2023-07-14
Posted at 1 year ago
Job Description
Strategic Account/Operations Manager
Position Highlights: Must have displayed strong leadership in operations experience and account management. Cvent knowledge and experience is REQUIRED.
This position is responsible for the execution of sophisticated strategic relationship management and account development strategies in support of the Global Meetings Solutions value proposition. The Strategic Account Manager will provide thought leadership and strategic direction at a solution level and at a client/client portfolio level that drives client retention, revenue and profitability growth. This person will lead the client strategic meetings management relationship and associated strategies related to retention, contract management, revenue growth, profitability, expansion and overall account performance.
This role may require research and partnership with external industry groups.
This position will be tasked with presenting project results to senior management, clients and industry groups, conducting complsophisticatedncial analysis in support of growth and profitability projects. Directs and coaches assigned personnel to ensure that all services, administration, and profit objectives pertaining to the assigned accounts are achieved while maintaining high service levels. Provides comprehensive leadership to their clients, being responsible for sourcing and planning of programs, providing client and team support and training, and managing special projects.
Critical to this position is the management of direct and/or indirect reports, which support sourcing, contracting, planning, attendee registration/management and budget development/capture for dedicated accounts. Depending on account complexity, scope may include management of multiple accounts. Performs other duties as assigned. The ideal candidate is a self-starter with project management, meetings management, client management, SMMP management and direct Cvent budget and reporting experience.
Up to 20% travel required.
CLIENT ACCOUNT MANAGEMENT:
  • Responsible for client retention, contract management, revenue growth, profitability, expansion and overall account performance.
  • Lead profitability of client portfolio (revenue, margin and receivables)
  • Develop the client growth strategy inclusive of consulting engagements, up sell/cross-sell of additional event engagements or program expansion strategies
  • Support sales as a subject matter expert on strategic meetings management
  • Partner with meetings operational teams, Travel, Card and other partners to deliver a comprehensive global relationship plan for the client.
  • Operate in a team-oriented environment with a strong sense of responsibility toward team members and engagement objectives
  • Ensure results and high quality and meet client needs
  • Act as the main point of strategic leadership/relationship for the client contact coordinating the overall components of the meetings business and driving strategic development of the program
  • Supervise the strategic direction of the client’s meetings management program including providing thought leadership into the strategic plan, program goals and quarterly business reviews
FINANCIAL MANAGEMENT:
  • Monitors team in order to achieve the highest profitability on assigned accounts by tracking labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their programs.
  • When assisting with proposals, ensures cost sheet accuracy before initial presentation.
  • Strategize, analyze, forecast, implement and lead financial and operational measures to supervise results and ensure operational profitability.
  • Reviews and updates the financial forecast with the financial data as required.
  • Holds self and others accountable for business results.
  • Reviews and approves monthly client financial settlement summaries and other billing documents.
RELATIONSHIP MANAGEMENT:
  • Acts as an extension of the sales team and as an American Express Meetings & Events representative during site inspections, program operations, and client meetings.
  • Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
  • Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
  • Resolves customer inquiries which have been raised, and coaches direct reports to research and resolve customer inquiries.
  • Reviews, analyzes and takes appropriate action based on information received from surveys and departmental personnel.
  • Participates in client meetings, coordinate and prepare presentations and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, find opportunities and resolve challenges.
  • Calls out obstacles while presenting solutions to Director.
  • Develops strategic partnerships with multiple contacts within client and supplier organizations.
  • Assists in growth opportunities within existing accounts in order to recommend and communicate additional sales opportunities to Account Managers and Business Development Executives.
  • Communicates customer inquiries to Director which have the potential to intensify.
  • Maintains active and past operated travel program history and review the history with Account Managers, Account Directors, and Business Development to identify meeting trends and new travel opportunities for clients.
  • Resolves problems and removes obstacles through interaction with other functional departments.
  • Provides meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery.
PROCESS MANAGEMENT:
  • Outlines strategy and communication plan for assigned group.
  • Coordinates with other American Express Meetings & Events leadership to prepare short and long-range project and financial forecasts.
  • Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements.
  • Ensures that customer satisfaction via client survey and benchmark results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.
  • If assigned a new account, ensures new account implementations and start-ups are successful based on client feedback and agreed upon measurements.
  • Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.
  • Anticipates upcoming workload/activities and plans accordingly. Coordinates workload overflow with other Directors.
  • Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
PEOPLE MANAGEMENT:
  • Provides performance based rewards and recognition to reinforce behavior as it occurs.
  • Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans.
  • Act as SME to ensure consistency and training for all, using standard methodology approach, experience and knowledge.
  • Ensures direct reports are maintaining compliance through monitoring and measurement.
  • Lead team members regarding daily inquiries.
  • Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports.
  • Leads weekly team meetings with team/account to discuss volume, productivity, customer results, process, and service levels.
  • Interviews and selects direct reports by following American Express Meetings & Events selection practices and policies.
  • Approves and presents salary recommendations.
  • Encourage the sharing of industry trends, ideas, special educational opportunities and standard methodologies.
  • Serves as a Mentor in the areas of forecasting, costing and budgeting, and reviews team members’ program budgets.
  • Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions.
  • Coaches and guides direct and indirect reports in leadership role.
  • On-boards new employees.
  • Creates and encourages a positive and open work environment to improve quality of work life.
  • Ensures people related paperwork is current for direct reports.
  • Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, company strategies, values, and administration.
  • Conducts one-on-one meetings on a regular basis and ensures the performance management process is improved.
  • Evaluates staffing models to ensure appropriate staffing levels are in place.
  • Recommends employee terminations after collaborating with human resources to ensure policy and legal requirements are followed.
MISCELLANEOUS
  • May require travel to destinations worldwide, in support of client site inspections, client management activities and/or program operations.
  • Provide back-up support for Direct Leader or Director.
  • Manages special projects as assigned by the Direct Leader or Director.
  • Perform other duties as assigned
Qualifications
  • Outstanding negotiating skills
  • Excellent interpersonal and communications skills and experience at managing client expectations
  • Bachelor's degree. MBA a plus
  • Demonstrated ability to think conceptually, using strong analytical skills
  • Prior experience in effectively handle multiple projects/demands.
  • Confirmed Leadership of event or meeting management teams or equivalent
  • Outstanding project management skills
  • Minimum of 4 years client management experience
  • Consistent track record to promote change and efficiencies within an organization.
  • Experience with a strategic meetings management technology tool; preferably Cvent
  • Program management system and meetings industry technology experience preferred
  • Outstanding presentation skills
  • Solid understanding business financials, contracts and service levels
  • 5+ years of management of people
  • Ability to lead, influence and empower others - indirect reports, internal and external
  • 5-7 years of business experience
  • Minimum of 2 years Corporate Meetings Management confirmed experience
  • Demonstrated client relationship skills
  • Demonstrated superior organizational abilities
  • Ability to travel by airplane, boat, rail and/or car.
  • CMP and/or SMMC designation a plus.

Location
United States - Virtual Location

The US national annual base salary range for this position is from $70,000 to $140,000. 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 is eligible for either our Annual Incentive Award plan, which rewards participants based on company and individual performance, or eligible for one of our metric-driven Sales Incentive Plans (certain sales roles only). An eligible employee can only participate in one of these plans during an eligible period. This role is also eligible for awards under the company Equity Incentive Plan, which is designed to align participants' interests with those of shareholders. 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.

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