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Description
American Express Business Travel is dedicated to helping its clients realize
the greatest possible value from their investment in travel through increased
cost savings, outstanding customer service and greater spend control. For
small businesses, medium-sized enterprises and multinational corporations,
American Express Business Travel provides a combination of industry-leading
booking technology, travel management consulting expertise, strategic
sourcing and supplier negotiation support and customer service available
around the world, around the clock, online and offline.
With over 150 years of innovation behind us, our future could not look more
promising. We’re growing faster than ever and introducing new solutions,
services, and strategies to bring greater value to our business customers.
Their success expands our success, so we put heart and soul into helping them
achieve results that exceed all expectations. As the world’s largest travel
management company, we are continuing to build alliances with key travel
leaders and suppliers throughout the world, strengthening our position as a
quality provider to companies of all sizes.
The Manager, Client Management elevates a customer’s business analytics to a
competitive advantage. The Manager supports the Director’s portfolios to
scrutinize performance metrics for each customer to pinpoint opportunities
based on themes and patterns. Using their expertise in Service Delivery, the
Manager, Client Management will work closely with functional business
partners to close any gaps in quality or reporting accuracy. A self directed
leader, the Manager researches and benchmarks service performance trends
across a diverse multi-customer portfolio. The Manager, Client Management
must demonstrate effective communication both written and verbal in
preparation of Business Performance Reviews. The Manager is adept at
articulating complex information in a structured easy to understand format
tailored to the audience. Additionally, the Manager, Client Management is
responsible for:
* Managing a Dedicated account (including Global responsibility with dedicated
and non-dedicated indrect reports in most global regions)
* Lead the development of comprehensive reporting based on service
performance metrics and MI.
* Partnering closely with the Global Client Management Group, leveraging
their expertise when evaluating trends.
* Assembling data needed for development and execution of client focused
strategic account plans, to optimize and enhance service performance
delivery.
* Sharing critical expertise and knowledge to support service value created.
* Leveraging knowledge of servicing platforms (onsite / BTSC/online),
operations performance metrics and other Business Travel Operations work
streams.
* Differentiating and reinforcing American Express’ value on a consistent
basis through a comprehensive understanding of the industry and the market,
synthesizing competitive intelligence to understand future implications for
clients, and proactively communicating trends, innovations, and best
practices.
* Partnering with Commercial/Advisory to support lead generation opportunities.
American Express is an equal opportunity employer.
* Demonstrated knowledge of Service Delivery and Client Management a must.
* Expertise in process and project management.
* Good working knowledge of Service Delivery technology/tools and processes.
* 3 years account / client management, sales, consulting, or procurement
experience required.
* Proven innovative problem-solving abilities and decision making skills
required, in addition to project management, prioritization, and planning
skills.
* A sophisticated range of communication and presentation skills in order to
present complex ideas in simple and compelling way to a wide variety of
audiences
* Strong financial acumen required to leverage the key drivers of
profitability
* Strong business acumen
* Strong analytical mindset and thought leadership
* GLOBAL client experience is required
* Advanced software skills (MS Office) required
* Geography must be located in Midwest
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