Account Manager

The purpose of this position is to primarily serve as main liaison between the client and CTM and potentially supervise Account Representatives. Secondarily, to serve as an advocate in communication of client and account management team needs and facilitating achievement of client goals through proactive consultation.

Standard

Management and development of multiple CTM accounts in which most of the volume is over $3,000,000 in air spend.
• Develop and nurture relationships with Clients through email, telephone and in-person communication and meetings.
• Build strong partnership bonds with various levels within the Clients' organization including senior and executive level management.
• Produce, analyse, and present quarterly reviews to include recommendations to reduce/monitor expenses. Responsible for developing a business plan including KPIs and measuring results.
• Provide in-depth travel management reporting analysis including forecasting, trending, benchmarking, and recommendations for overall travel program effectiveness. Provide management and cost accountability to Client.
• Prepare and deliver various industry presentations to include senior-management level presentations.
• Develop, prepare, and present client and staff educational materials, formal presentations, and professional communication pieces.
• Communicate client's goals, issues and concerns to CTM. Enhance client's goal achievement and help resolve issues quickly.
• Act as travel management consultant on behalf of client and staff and take an active role in vendor relationships.
• Responsible for escalated issues, to ensure prompt resolution. Must be able to exercise discretion and independent judgment and make decision affecting company goals and objectives.
• Attend industry seminars and webinars to enhance industry knowledge. Summarize and communicate findings to others within CTM and the entire client base.
• Responsible for appropriate planning, presenting, selling, and coordinating all value-added opportunities.
• Travel required for client meetings and presentations, sales presentations, and team member development.
• In-depth analysis of company financials to make recommendations for increased profitability.
• Responsible for client retention with existing accounts including RFIs and RFPs and final presentations.
• Assure smooth assimilation with all relevant company operations which could include online booking tool familiarity, training and implementation required.
• Develop and execute a customer call plan to gain first-hand knowledge of customer concerns and challenges, strengthen customer relationships.
• Provide second-level support for team members when absent.
• Reviewing monthly invoice and billing analysis for accuracy and delivery.
• Build strong collaborative relationships with all internal departments at CTM.
• Must maintain regular and reliable attendance.
• In-depth financial analysis and tracking of multiple clients' profitability required.
• Other duties as assigned.

This position may require individuals to be able to handle the responsibility of managing, coaching, and monitoring direct reports and directing work to others. Duties include distributing work to others, reviewing the work of others, assigning persons to specific work and education and development of existing employees. In addition to directing the work of others, interviewing, and hiring personnel, appraising performance, salary recommendations and taking disciplinary action is vital part of this position.

• 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.

• High School Diploma or equivalent required.
• College degree strongly preferred.
• Minimum of 3 years' industry experience in an account management role for corporate clients strongly preferred.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Ability to read and interpret documents.
• Strong customer service and communication skills.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagrams form.
• Ability to deal with problems involving several concrete variables in standard situations is required.
• Proven ability to manage employees and work with industry suppliers to achieve maximum savings/negotiations for customers strongly preferred.
• Requires demonstrated financial, analytical and presentation skills supported by the ability to gather, interpret, and manipulate data to produce financial reports and client presentations up to and including the executive level.
• Must be an exceptionally goal-oriented, organized individual with a demonstrated ability to understand and use sales, trade, and marketing concepts and methods in the selling environment.
• Must have an ability to build and maintain strong, effective relationships with customers and Travel and Transport associates including sales, operations, and Account Management.
• Must be capable of effectively interpreting and using multiple information sources to develop customer specific and employee-specific tactical plans and options.
• Must be proficient at Microsoft applications including Word, Excel and PowerPoint.

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 na.careers@travelctm.com.com. 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.

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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

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