Account Manager
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Full-time
USD75.4K - 100K/year
~COP150M - 200M/year
+ Equity
+ Bonuses
Posted about 3 years ago
Responsibilities
Ten is a leading global lifestyle management business with presence in over 20+ offices globally and more than 1300 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
We are seeking a passionate, motivated and resourceful Account Manager to join the Client Services team, responsible for the day to day relationship with some of Ten’s most valued corporate clients. You will be passionate about understanding your client's business in depth, whilst spotting opportunities for Ten to add more value.
Responsibilities:
- To understand all owned accounts and their history with Ten.
- To understand the clients’ organisational structure.
- To build strong and trusting relationships at all levels with our key account client contacts, including senior stakeholders.
- To trouble shoot issues / turn around unhappy clients.
- To successfully manage more complex client relationships.
- To advise and guide other Account Managers in the team on effective relationship management.
- To run effective monthly review meetings and Quarterly Business Reviews.
- To ‘own the narrative’ with the client and share positive evidence to support this.
- To gain insight and understanding of the clients’ wider commercial business objectives and be a key influencer within the clients’ business for strategic decisions connected to their customer engagement and retention goals.
- To manage the balance between the client’s needs and what is realistic and possible for Ten, within the contract price, to mutual satisfaction.
- To have a thorough knowledge of the contractual terms of each corporate agreement.
- To manage the RFP process for contract renewal.
- To have appropriate plans in place to drive the key metrics of each contract.
- To work with the Member Communication team to ensure the right levels of engagement are achieved.
- To identify opportunities to grow the size and value of the contract, which have not been identified previously, and to follow through on these, setting an example which other team members follow.
- To provide accurate MI reports on time accompanied by a positive commentary reinforcing the value of the service.
- To identify and highlight potential issues / opportunities early, initiating ad hoc analysis in order to fully understand circumstances swiftly and to take the required actions to resolve.
- Suggests on-going improvements to reporting tools in line with business developments.
- Invoices are well ordered and clear to the client to enable payment being made on time.
- To manage any day-to-day queries/issues with the Client promptly.
- To intervene in any member satisfaction issues to ensure they are solved quickly and to minimise any damage at the account level.
- To ensure the lifestyle managers and the operational team are clear on the evolving requirements and service levels of all corporate accounts.
- To work effectively with Operations to successfully deliver the SLAs every month.