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TMC Account Manager
We have a fantastic opportunity for an experienced and professional TMC Account Manager with a minimum of 3 years in a similar TMC Account Management role.
Role:
- The role of Account Management is to manage the strategic commercial relationship between our organisation and its valued customers. This role is a senior position within the UK Account Management team with a responsibility to mentor and develop team members.
- The role will provide first level support to team members along with resolving any customer issues within UK Corporate. This will involve working closely with Operations and other internal departments to proactively establish solutions to business or customer challenges.
- The role will act as a mentor to other members in the team and provide leadership to drive continuous improvement and better relationships with customers.
Essential functions of the job
- Full ownership and accountability for an individual portfolio of premium corporate customers. This includes delivering all account management activities in line with standards.
- Ownership for wider UK Corporate client base and accountable for driving following metrics Profit, Retention and Growth.
- Proactively support the Account Manager Supervisor in delivering the department objectives, managing and motivating staff, technology adoption, continuous department improvement and excellent customer relationships.
- Work with the Account Manager Supervisor to increase customer satisfaction levels across the business. Measured through regular customer satisfaction surveys with an objective of increasing the UK Corporate NPS.
- Review and improve other team members work to ensure the department is constantly operating to high operating standards.
Other responsibilities of the job
- Communicate with internal departments to streamline processes with the ultimate objectives of improving the customer experience and internal productivity.
- Take ownership of industry knowledge and events to ensure you are subject matter expert within the team to drive constant improvement.
- Identify business risks and ensure these are escalated within the organisation, logged in salesforce and proactively managed through to resolution.
- Build and develop multi-level relationships with customers. This includes proactively reviewing UK client base, potential risks or gaps and bringing relevant senior colleagues into meetings.
- Develop an Account Management survey to understand customer requirements and drive continuous improvement.
- Proactively look for business development opportunities with UK clients through referrals, consolidation, working with overseas account managers and new business.
- Perform other duties as assigned.
Experience needed for this job
- Extensive TMC Account Management with at least 3 years experience
- Knowledge of key client market (Professional Services, Financial and Entertainment)
- Salesforce competent
- Proven record of understanding company business and values, successful client management and high client satisfaction
Competencies
- Collaborative team-player with the willingness to support departmental activities
- Analytical mindset with experience of reporting, analysis and travel program management
- Problem solver with a calm and considered approach under pressure
- Flexibility and willingness to work within changing priorities with enthusiasm
- Seasoned communicator with the ability to build and maintain a strong working relationship with colleagues, clients and suppliers
- Excellent negotiation and resolution skills, and able to anticipate the needs of clients
- Strong presentation skills for a variety of audience levels and sizes
- Consistent attention to detail and high levels of accuracy
- Proficient use of Microsoft Office Suite and other software packages
