CLIENT SUCCESS MANAGER - Reed & Mackay
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CLIENT SUCCESS MANAGER

Philadelphia or NYC metro area are preferred - remote candidates will also be considered

May 13th

REPORTING TO: TEAM LEAD, CLIENT SUCCESS

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today. In May 2021, we became part of the TripActions Group, and together we are setting the agenda for the future of business travel.

Having changed the focus and name of the Account Management department to Client Success in 2020, Reed & Mackay’s client success strategy plays a critical part in helping us retain, win, and grow our income through the identification of new opportunities both for net new business, new products & services and general upselling. It’s imperative our teams are confident, capable, and equipped to undertake this challenge, whilst all the time ensuring that the Client relationship is paramount.

JOB PURPOSE:

Prioritizing the clients’ needs and goals and having a client first approach is essential for client retention. The Client Success Manager will be a trusted advisor to their client portfolio and need to understand the clients’ strategic goals so that they can unearth and develop opportunities, focusing on developing long term partnerships as opposed to short term fixes. The Client Success Manager will form a direct relationship with their portfolio of clients’ ranging in approximate value from $500k – $5M and provide them with timely value propositions, helping guide and advise the clients’ up the curve to an ‘integrated status’ through consultative selling. Being able to identify opportunities through inquisitive questioning and a deep understanding of our offering. Being confident to sell the client appropriate services and solutions which not only help the client deliver against their corporate goals but ultimately makes them more ‘sticky’ with Reed & Mackay. A Client Success Manager should be able to communicate and deal at all levels from C-Suite to travel arranger and articulate the ‘Voice of the Customer’ clearly within the Reed & Mackay business. The CSM should also be capable of quickly establishing favorable rapport with clients’ outside the direct portfolio from time to time as required.

KEY REQUIREMENTS:

  • Develop and maintain multi-level client relationships
  • Develop and execute a travel cost management strategic business plan detailing client objectives, strategic goals with measurable targets
  • Deliver client compliance and growth
  • Manage and administer commercial models according to clients’ needs that meet R&M’s corporate objectives
  • Develop client focused solutions that respond to the clients’ changing needs
  • Introduce solution innovation to improve end to end processes and drive ‘stickiness’ to R&M services and solutions
  • Provide formal strategic reviews of the program performance
  • Drive a common service delivery to the client in accordance with agreed Service Level Agreement and Strategic Business Plan
  • Commit to relevant responsibility and attendance with client implementations
  • Drive contract renewal and ultimately client retention
  • Develop as a thought leader

KEY ATTRIBUTES:

Drive Results

  • Set clear objectives
  • Define metrics and key milestones to plan and organize work
  • Prepare to maximize resources, time & funding
  • Manage multiple tasks effectively
  • Progress work efficiently with timely updates to those concerned
  • Identify when to escalate decisions and when to make urgent decisions

Client Focused

  • Drive successful outcomes utilizing R&M Services and Solutions to meet client
  • requirements
  • Ability to look at a situation from the client perspective as well as R&M’s
  • Provide a consultative / project management style approach to clients’ which
  • drives an understanding and clarity on issues/challenges.
  • Manage a multi-layered relationship with current and potential clients’ –
  • developing a connection based on trust and credibility
  • Demonstrate empathy and interest in client needs
  • Enthusiastically presents services and solutions and highlights the benefits to the
  • client

Professionalism

  • Always present a professional image of R&M and its services
  • Represent corporate philosophies and the R&M brand values in a professional manner
  • Sound knowledge of corporate etiquette and appropriate peering & interface levels

Business Acumen

  • Understanding of key business drivers and how decisions are made
  • Ability to identify stakeholders and decision makes within the clients’ business and deliver appropriate pitches/solutions relevant to their position/role and objectives
  • Ability to cross sell services and solutions
  • Good analytical skills – ability to absorb large volumes of information, identify trends, behaviors and opportunities / risks and formulate these into the Strategic
  • Business Plan and reviews
  • Demonstrates a strong knowledge of external competitor activity and market trends

Commercial Acumen

  • Understanding and ownership of the clients’ commercial model
  • Ability to understand and identify opportunities to drive further income from the R&M Commercial model
  • Able to understand the commercial structure and drivers of the client organisation
  • Sound knowledge of procurement trends or drive to gain such knowledge
  • ‘Total Cost of Ownership’ decision making

Industry Knowledge & Experience

  • Demonstrates strong solution (product) knowledge or ability to upskill quickly
  • Understands the benefits of the R&M Service & Solution suite and able to clearly
  • articulate the benefits of such to clients’
  • Understands the concept of the end to end travel cycle ‘travel & expense
  • management’
  • Engages in constant learning and reading of industry and product knowledge
  • Previous Account Management experience is essential
  • Previous Project Management experience is desirable
  • Previous Managerial experience is desirable

Excellent Written & Verbal Communicator

  • Ability to communicate to and with stakeholders and business leaders at all levels
  • Fosters an approach of open communication and an active listener
  • Demonstrates an inquisitive nature through questioning
  • Presents ideas & concept logically and clearly; is compelling and has impact
  • Ability to formulate basis for Case Studies, White papers