Strategic Account Manager

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This position is responsible for the execution of complex strategic relationship management and account development strategies in support of the Global Meetings Solutions value proposition. The Strategic Account Manager will provide thought leadership and strategic direction at a solution level and at a client/client portfolio level that drives client retention, revenue and profitability growth. This person will lead the client strategic meetings management relationship and associated strategies related to retention, contract management, revenue growth, profitability, expansion and overall account performance.
This role may require research and partnership with external industry groups.
What You’ll do on a Typical Day
**Client Account Management**:
Responsible for client retention, contract management, revenue growth, profitability, expansion and overall account performance.
Oversee the strategic direction of the client’s meetings management program including providing thought leadership into the strategic plan, program goals and quarterly business reviews
Partner with meetings operational teams, Travel, Card and other partners to deliver a comprehensive global relationship plan for the client.
Act as the main point of strategic leadership/relationship for the client contact coordinating the overall components of the meetings business and driving strategic development of the program
Develop the client growth strategy inclusive of consulting engagements, up sell/cross-sell of additional event engagements or program expansion strategies
Manage profitability of client portfolio (revenue, margin and receivables)
Operate in a team-oriented environment with a strong sense of responsibility toward team members and engagement objectives
Ensure deliverables and high quality and meet client needs
Reviews and updates the financial forecast with the financial data as required.
Reviews and approves monthly client financial settlement summaries and other billing documents.
Monitors team in order to achieve the highest profitability on assigned accounts by tracking labor, invoicing on a timely basis, updating reporting systems, collecting commissions, and understanding profit points within their programs.
When assisting with proposals, ensures cost sheet accuracy before initial presentation.
Strategize, analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability.
Holds self and others accountable for business results.
**Relationship Management**:
Assists in growth opportunities within existing accounts in order to recommend and communicate additional sales opportunities to Account Managers and Business Development Executives.
Reviews, analyzes and takes appropriate action based on information received from surveys and departmental personnel.
Maintains active and past operated travel program history and review the history with Account Managers, and Business Development to identify meeting trends and new travel opportunities for clients.
Participates in client meetings, presentations and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges.
Resolves customer inquiries which have been escalated, and coaches direct reports to research and resolve customer inquiries.
Communicates customer inquiries to Director which have the potential to escalate.
Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels.
Resolves problems and removes obstacles through interaction with other functional departments.
Escalates obstacles while presenting solutions to Director.
Acts as an extension of the sales team and as an American Express Meetings & Events representative during site inspections, program operations, and client meetings.
Develops strategic partnerships with multiple contacts within client and supplier organizations.
Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
Manages special projects as assigned by the Director.
Provide back-up support for Director
May require travel to destinations worldwide, in support of client site inspections, client management activities and/or program operations
Perform other duties as assigned
What We’re looking for
Bachelor's degree. MBA a plus
5-7 years of business experience
Minimum of 2 years Corporate Meetings Management industry experience
Minimum of 4 years client management experience
Experience in television, film, production a preferred plus
Experience and passion fo