Meetings & Events Strategic Account Manager – Telecommute Opportunity!

• 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, upsell/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
• Support sales as a subject matter expert on strategic meetings management

• Reviews and updates the financial forecast with the financial data as required.
• Reviews and approves monthly client financial settlement summaries.
• Monitors direct reports 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.
• Strategize, analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability.

• Provides meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery.
• 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.
• Resolves problems and removes obstacles through interaction with other functional departments.
• Develops strategic partnerships with multiple contacts within client and supplier organizations.

• Anticipates upcoming workload/activities and plans accordingly. Coordinates workload overflow with other Directors.
• Coordinates with other American Express leadership to prepare short and long-range project and financial forecasts.
• Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements.
• Ensures that customer satisfaction via client survey and benchmark results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction.
• Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded.

• Virtual position with up to 20% Travel.
• Bachelor’s degree.
• 5-7 years of business experience
• Leadership experience
• Minimum of 2 years Corporate Meetings Management industry experience or Business Travel Experience
• Minimum of 4 years client management experience
• Experience in leadership of event or meeting management teams or equivalent preferred
• Proven ability to promote change and efficiencies within an organization.
• Program management system and meetings industry technology experience preferred
• Prior experience in effectively handling multiple projects/demands.
• Strong knowledge of business financials, contracts and service levels
• Demonstrated ability to think conceptually, using strong analytical skills
• Excellent interpersonal and communications skills and experience at managing client expectations
• Demonstrated superior organizational abilities
• Ability to lead, influence and motivate others – indirect reports, internal and external
• Outstanding project management skills
• Outstanding presentation skills
• Outstanding negotiating skills
• Demonstrated client relationship skills

United States – Virtual Location