Manager Account Management - US Based Remote

Manager, Account Management – Remote, West Coast PST Required

SUMMARY:

Strategic individual with overall responsibility for a portfolio of Client accounts, who works closely with the Director in managing the client relationship to ensure Cartus success and profitability.  Manager serves as catalyst to increase revenue opportunities to monitor and manage processes to meet Client and Cartus/Corporate strategies.  In this role, you will collaborate closely with all support groups to insure seamless delivery to Clients and Customers.  

RESPONSIBILITIES:

Client Strategy:

Proposals: Develop and conduct presentations for current clients in RFP alone or in partnership with Director or VP as required.  Participate in prospect best and finals liaise with sales team as require

Contract Negotiations:  In conjunction with Director, may lead the internal and external negotiation on pricing and contract terms for key engagements.  Responsible for providing business case to director to review with Cartus Leadership on low margin pricing

Implementations:  Participate and lead strategic and program discussions with Client during implementation meetings, partner with all support teams

Setting Goals:  In conjunction with the Director, develop/implement account specific plans and strategies to achieve service, revenue, and profit goals. Develop, track and measure on Client SLA performance statistics, service results, dashboards and metrics  

Client Policy:  Responsible for all aspects of policy, both through audit and team training, ensuring the business understands the Client program. Provides coaching and support to operations for Client policy management

SOS/Cross Selling:  Have a thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue

Client Reviews: Schedules and creates platform to review program annually or as needed, strategizes with Director or key stakeholders on insights and goals for the review  Ensures the review addresses concepts from previous meetings/reviews or drives new opportunity  

Client Projects: Manage or support Client specific projects.  Responsible for monitoring performance and ensuring team time and effort is progressing to meet established deadlines

Client Satisfaction:  Monitor performance and actions of Cartus in meeting Client specific targets and Cartus Leadership goals.  Ensure Cartus is tracking and reporting on SLAs and service recovery strategies

Client Health:  Penetrate higher-level relationships and offer trusted guidance on product/services, operational processes and obstacles that may affect the achievement of client and Cartus goals

Team Leadership:

Team Culture / Diversity & Inclusion:  Contributes to work environment that fosters team collaboration, cooperation, respect and ethical behavior  

Financial Accountability:

Health of the Account:   Analyze data and driving strategic direction in regards to fees and profitability.  Respond to Credit review of the Client health and resolve open issues.  Accountable for billing accuracy by taking corrective action on contracts  

Operational Compliance:  Ensure Client is aware of the Customer receivables, the plan to receive the funds, and determine if/when Client should be billed for a receivable. 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 and support pricing department objectives  

Financial Impact on Cartus:  Understand and actively manage Client receivables, i.e billing, and aging and have a working knowledge of all financial impact to Cartus when managing objectives

Volume Forecasting:  Anticipate and strategize with Clients to prepare and establish business trends month over month

Budget Planning:  Assist Director with budget planning, cost estimating, accruals and expense projection  

Service Excellence:

Client and Customer Experience:  Responsible for overall Client experience and collaboration throughout Cartus organization to ensure Customer satisfaction

Operations Team Support / Driving Operational Excellence:  Collaborate and support operational initiatives; participate in process improvement and training on Client procedures/programs/culture.  Respond timely to requests requiring client interaction

Support Team Collaboration:  Collaborate and support internal department initiatives, participate in process improvements and training on Client programs/culture

Managing Client Expectations:  Ensure the Client has a clear understanding of how their contracted services align to their program administration objectives.  Review and agree on service delivery expectations

Supplier Management:  Act as Client advocate with network suppliers by effectively communicating the Client’s philosophy and needs with regard to relocation policies and culture

Service Experience:  Client Survey: Responsible for achieving metrics in satisfaction results and survey return rate.  Responsible for putting together action plans to respond to feedback provided on Client surveys. Periodically pulse Clients on satisfaction throughout the year.  Customer Surveys: Educate operations on Client culture and service requirements

Organizational Contribution:

Internal Projects:  Participate in internal initiatives and support company objectives when identifying key opportunities for changes

Mentoring:  Act as mentor to colleagues interested in career growth and development

Subject Matter Expertise:  Act as department liaison, as appropriate, to ensure effective communication and process/product education

Position Qualifications:

3-5 years related business experience in Account Management in domestic and/or international assignment management, relocation/mobility industry required

Bachelor’s degree or equivalent experience required

Able to work independently, using self-initiative to accomplish Client requests.  Must be resourceful and possess strong interpersonal skills

Presentation skills highly desirable

Demonstrated relationship management skills required; sales experience a plus

Available to travel, as needed

Key Dimensions:

Demonstrated experience in a service environment

Strong Communicator  

Account Management experience - managing multiple accounts

Leadership

Collaboration

Relationship Management

Financial savvy and analysis

Influencing and Negotiation skills

Cultural sensitivity

Judgement and Decision making

Project management 

 

About UsCartus is leaning into its essence, Where Mobility Meets Agility®. With nearly 70 years in operation, Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee’s move across 190+ countries to facilitate a smooth transition in what otherwise may be a stressful process. The company supports hundreds of corporate and government clients—including more than a third of Fortune 100 companies—with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.