Account Manager
5 months ago
Role Overview
As an Account Manager (Client Strategic Partner) you will contribute to SIRVA BGRS’s success by working closely with the Director, of Client Strategy to develop, maintain, and shape the client partnerships and enhance the client and customer experience.
This role is a strong individual contributor, providing an integral link between operations and client relationships, supporting the strategic goals of SIRVA and clients while driving client profitability, and revenue growth and shaping the delivery of services.
What You’ll Be Doing
- Builds and maintains relationships with an assigned set of clients determined based on revenue, scope, and size
- Acts as the client's day-to-day contact being accessible and knowledgeable about the details of client mobility programs
- Plays a key role in identifying solutions and resolving client issues across the client team and/or in partnership with other operational divisions. Proactively discusses any challenges and issues with the client contacts
- Acts as a trusted advisor to the client and collaborates with them on identifying best practices within the talent mobility industry
- Keeps clients informed of available client reports and new products and services, and helps to encourage and ensure understanding and increased usage of the available tools and products
- Support the efforts of the Director, client Strategic Partner in the establishment and delivery of strategic account plans with an understanding and recognition of all global and regional requirements
- Demonstrates strong relationship management skills in developing and maintaining client relationships at key levels globally
- Work closely with the Director, Client Strategic Partner, Director of Customer Experience, and Manager of Customer Experience and Operations to direct, support, and enable the experience journey for both clients and customers to meet the identified Key Experience Metrics
- Works with Customer Experience Managers to understand and keep abreast of the operational metrics in support of their clients
- Participates in regular review and assessment of client needs, identification of scope creep, and incremental revenue opportunities
- Supports the Director, Client Strategic Partner on the implementation of new clients in the onboarding of the new client and program
- Supports the Director, Client Strategic Partner in the development and execution of incremental revenue sales, growth, and client retention plans
- Support the Director, Client Strategic Partner in collating data and content for Client Reviews and Governance meetings
- Works collaboratively with the Director, Client Strategic Partner and the client team to understand the client delivery requirements and drive client profitability and revenue growth
- Demonstrate critical thinking skills, proficient data analytics and reporting to offer insight and shape evolving customer influences
What You Bring to SIRVA
Education/Experience
- University degree or 3-5 years of equivalent customer relationship management work experience required
- Experience in global mobility or similar customer service roles with a focus on client relationships
Cognitive Skills
- Financial acumen and a demonstrated growth mindset
- Interest in growing revenue in client accounts through upselling products and services
- Understands how growth of revenue impacts margin and overall profitability
- Excellent critical thinking skills with an understanding of data analytics and interpretation
- Ability to adapt to changing requirements or deadlines in support of our clients’ goals
- Able to think critically and proactively solve issues
Technical Skills
- Has a curious and deep understanding of technology enabled service delivery
- Able to demonstrate technology and speak clearly to benefits that can be brought to clients
Social & Emotional Skills
- Demonstrated client-centric focus and ability to identify value-add opportunities to enhance the experience of customers and clients
- Excellent conflict management skills for the purpose of resolving escalated client issues. Knows how to collaborate with internal stakeholders to resolve client issues in a pragmatic and timely way
- Strong verbal and written communication and presentation skills
- Experience working in cross functional capacities to achieve organizational goals and improvements
- Ability to work closely with Customer Experience team members across multiple time zones
What SIRVA Offers
- Competitive salary and incentive plans
- Workplace flexibility for a balanced work/life approach
- Comprehensive benefits packages and wellness program
- Generous company-paid vacation days and holiday time
- Innovative, collaborative, diverse corporate culture
- Ongoing opportunities for learning and career development
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