The primary role of the Account Manager is to manage a portfolio of TST accounts. The position is focused on achieving a high level of client retention, increasing profitability, and strengthening client relationships. The Account Manager's role is to grow and increase revenue through exceptional relationship management and consultative skills, ability to understand client needs and identify innovative solutions using TST’s product suite.
Responsibilities and Duties:
Proactively identify new opportunities and deliver strategic solutions
Develop understanding of key business drivers and company culture for customer focused solutions
Collaborate with clients in-person on business planning, quarterly analysis, bi-annual and annual reviews
Enhance value proposition through website consultation, benchmarking, technology road mapping, and optimizing online solutions
Promote client growth with TST products and services (Consumer, Agent, Cruise, etc.)
Facilitate support process, liaise for internal departments, be a communication focal point and manage terms of service level agreements and contracts
Communicate current industry events, forecasts, vendor updates and security alerts
Develop the correct account management ‘playbook’- ensuring rigorous account management practices.
Build key stakeholder relationships internally to ensure wider delivery of customer requirements
Support of internal/external projects as required
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.
Strong financial acumen and analytical mindset for leveraging key drivers of profitability
Excellent written and verbal presentation skills
Excels in a team environment, liaising across divisions with minimal supervision
Demonstrates ability to drive change
Exceptional relationship building
Problem solving abilities and decision-making skills
Excellent organizational skills with keen attention to detail
Ability to independently plan, manage and deliver multiple concurrent projects with competing deadlines
Education and/or Experience:
Bachelor’s Degree required
Travel Industry experience preferred but not required
3+ years of customer service and/or sales experience
General working knowledge of the following: Internet searching, MS Office (e.g. MS Word, Excel, Power point), MS Outlook, CRM tool (Salesforce).
Ability, to communicate in standard business English both written and spoken. Ability to read and comprehend simple instructions, correspondence and memos. Ability to effectively present information in one-on-one, small group situations to customer, clients and other employees of the organization.
Requires ability to travel up to 25% of the time