Travel Client Solutions Manager

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

We currently have an outstanding opportunity for a Client Solutions Manager to join the Ovation Travel Group Division of AMEX GBT. For over 35 years, Ovation has provided seamless, cost-effective travel solutions to individual travelers and professional organizations in such industries as finance, law, technology, biotech, advertising, entertainment, consulting and other professional services firms.

Reporting to the Client Solutions Vice President. The Client Solutions Manager is responsible for strategic management of a select portfolio of $1M - $10M clients, by delivering all core account management components and valuable services. This position is also responsible for client retention, profitability of the account portfolio, growth, and overall customer satisfaction. 

This is a virtual, work from home opportunity, however, candidates must live in the Eastern or Central time zone, with accessibility to a major airport

What You'll Do:
Strategic Business Planning
Develops, implements, and leads a Strategic Business Plan which includes: Engaging the client in identifying mutual program goals;

• Consistently demonstrating OVATION’s value to the customer
• Proactively handling and fulfilling our contractual goals with the client
• Evaluating and revising the Business Plan to address performance goals. 
• Collaborating with the Operations Managers in developing Operational Effectiveness and Service enhancement sections of the Business Plan
• Review and analyze client data and present strategic recommendations on an ongoing basis
• Preparing quarterly, semi-annual or annual business reviews to demonstrate OVATION’s performance in handling the clients travel program.
• Including the appropriate OVATION management in reviews and management of the overall client relationship

Profitability and Financial Management

• Maintains in-depth understanding of client’s and company’s supplier contracts; ensures contractual commitments are met.
• Uses this knowledge in developing negotiation strategies.
• Handles the client’s contract in order to improve OVATION’s profits.
• Works with Vice President to forecast, budget, and analyze the client’s P&L.
• Reviews monthly client invoices for accuracy; approves for submission to the client; and ensures timely receipt of payment. 
• Effective management of client-specific billing, settlement, Accounts Receivable and P&L
• Monitors contract terms and maintaining valid contracts
• Participates with the Vice President in financial negotiations for beneficial services, contract extensions and pricing revisions. 

Client Retention

• Leads the Re-Bid process for existing clients to include coordination of RFP/RFI process.
• Maintains the relationship matrix through penetration of the organization and the introduction of OVATION resources and executives.
• Maintains a client retention goal of 99% or higher.

Client Satisfaction

• Maintains customer satisfaction rating of 4 for overall customer base.
• Handles Customer Survey process and provides analysis and action plan in response to results. 
• Coordinates all internal resources to ensure the fulfillment of all service components and delivery of valuable services.
• Leads client communication and education efforts (i.e., industry/company events, educational seminars, and travel industry trends).
• Collaborates with Operations Managers to ensure that all levels of client satisfaction are met. 

Growth

• Finds opportunities for addition of valuebeneficialices and increased product sales
• Identifies opportunities for growth via domestic or global consolidation
• Identifies meetings management opportunities.

What We're Looking For:

• College degree preferred
• A minimum of 5 years account management experience in the employ of a corporate travel management company   
• Knowledge and experience in Global Account Management is a plus
• Presentation skills for a variety of audience levels and sizes (2 to 200 people)
• Proven oral and written communication skills. 
• Possess strong negotiation skills. 
• Ability to analyze and evaluate data in order to find opportunities to reduce costs and to recommend appropriate solutions.
• Working knowledge of financial and business models related to travel programs (CRS revenues, overrides, etc).
• Clear understanding of the various industry fee structures available as options (transaction fee, management fee, hybrids).
• Ability to consult with external clients in an advisory role in providing alternative solutions.
• Problem solving skills: ability to listen, identify the root cause, offer appropriate recommendations, and determine the best resolution.
• Knowledge of technical products related industry offerings.
• Ability to think strategically in order to create a vision, set direction, lead complex projects to resolution.
• Proactively anticipate needs of client and integrate new creative ideas and technology as appropriate.
• Ability to effectively manage multiple projects for several clients in a timely and well-organized fashion.
• Ability to lead internal team to continue to perform to meet and exceed client expectations. 
• Ability to maintain positive attitude.
• Ability to travel as required by client portfolio

 
REPORTING & WORKING RELATIONSHIPS:

• Reports to Vice President
• Collaborates with Operations Managers in assessing the service configuration of account
• Interacts on a regular basis with clients’ travel managers, executive directors, and senior managers of divisions. 
• Participates in best and final sales presentations as determined by management.
• Works with Finance in preparing and ensuring the accuracy of client monthly statements
• Manages the individual client profitability and impact to the company

Applicants Located in Los Angeles (LA) County: A Conditional Offer of Employment for this role is contingent upon a review of an applicant’s criminal history. The Company has good cause to conduct a review of criminal history for this specific position based on the job duties (see listed job duties above) and because the role will involve access to confidential company information, including trade secrets and proprietary know-how; or client-sensitive information and financial records; or access to credit card data and confidential client information or data.

Location

United States

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.

Benefits at a glance

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!