The Global Account Manager will serve as the main liaison between the Client, CTM and its global network of agency partners. for multi-national and global agreements. This role requires availability across multiple time zones and the flexibility to meet the needs of a global client base. Additionally, to serve as an advocate in communicating Client needs and facilitating achievement of Client multi-national goals by working in conjunction with CTM internal departments and the member agency partners to provide innovative ideas and services to meet the clients’ needs.

Schedule / Shift

Standard

• Create and maintain a measurable business plan for corporate clients, to include a strategic travel management program.
• Build value-based partnerships, identify and execute revenue growth opportunities, and translate data into strategic actions
• Develop and maintain client business plans and strategic travel programs, identifying opportunities to expand services and drive revenue growth
• Lead KPI/SLA performance reviews, using insights to improve service delivery, strengthen client relationships, and uncover value-add opportunities
• Manage account financial performance (budgets, forecasts, profitability), ensuring alignment with revenue targets
• Drive process improvements and efficiencies that optimize program performance and increase client value. Analyze customer survey feedback and implement improvements to enhance satisfaction, retention, and long-term account growth
• Identify cost and efficiency improvements in all aspects of client relationships through the analysis of management information and regular dialogue with client and shareholders.
• Introduce quality performance metrics where appropriate. Monitor and review service level agreements with the client.
• Manage the contractual terms and conditions of the client relationship and financial agreements in place including payments. Monitor the profitability of each account.
• Liaise with all internal international CTM and agency partner departments and staff involved with the client to deliver consistent products and services.
• Collaborate across business lines, regions, and key functions—including Sales, Technology and Operations—to drive aligned efforts and ensure optimal sales and service delivery for client success.
• Plan and attend client implementation and review meetings. Identify opportunities for commercial incentives and co-ordinate meetings with suppliers on behalf of and with clients.
• Review and recommend improvements to the client travel policy and buying procedures.
• Ensure the accuracy and timely delivery of management information.
• Maintain market and competitor awareness and brief clients on strategic developments in the industry.
• Other duties as assigned.

Domestic travel is a requirement for this position. An accommodation may be considered under the Americans with Disabilities Act, but a bona fide reason must exist. The company will engage in the interactive process as necessary.

Leadership Responsibilities

• This position may have direct and/or indirect reports which includes responsibility for overall performance management, including hiring, training, coaching, feedback, development, etc.
• Models the way for employees and sets a positive example by demonstrating our core values.
• Provides ongoing feedback and supports team member growth by working with employees and encouraging growth plans.
• Drives employee engagement. Facilitates regular and ongoing conversations about employee engagement and takes action to improve team and organizational culture.

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