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The VP, Global Account Management is responsible for the overall health and retention of a designated portfolio of corporate client accounts, typically valued between $30 to $40 million in annual revenue. The VP has overall accountability for client profitability, growth, retention and renewal strategies as well as building and nurturing global client relationships. As a People Leader, you will be responsible for the leadership, development, and performance of a team of Global Account Directors and supporting team members.
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Key Responsibilities:
Leadership (20%)
- Select, Manage, Coach and Develop a high-performing team of Directors, Global Account Management
- Lead and build the technical competencies of the Global Account Management Function
- Ability to successfully interact and collaborate with members of the Executive Leadership Team and Senior Leadership Team
Client Retention and Development (25%)
- Provide oversight and guidance on client retention strategies developed by team, proactively providing suggestions and coaching to support continued growth.
- Strategically lead team through all aspects of the quarterly governance and annual client reviews.
- Lead the Account Management team to ensure solid client communication cadence.
- Oversee client renegotiations, contract renewals, and the Client at Risk process.
- Demonstrate client/customer centricity by maintaining deep knowledge of client industry, product, and role in the market; ability to leverage knowledge of effective service design and the value this delivers to clients.
- Understand and track new and emerging trends that evolve and shape client preferences, needs and requirements.
- Analyze client and customer data to proactively identify key trends, best practices, program gaps and growth opportunities.
- Share insights and provide recommendations to internal and external stakeholders to improve/enhance the client program.
Financial responsibility (30%)
- Leverage P & L data to drive improvement in portfolio profitability. . Oversee and/or participate in negotiations with clients, as required.
- Drive revenue growth by ensuring that Directors successfully identify and execute on upsell opportunities. Collaborate with AR team to understand client receivable issues; ensure clients address issues in a timely manner.
- Ensure that Directors develop account strategies that protect business and drive maximum return to the Sirva organization.
- Manage team resources to budget including T&E.
New Business Development and Sales support (10%)
- Work with global sales team on RFPs related to existing business as well as new business opportunities; identify Account Management resources, as required, to support sales pursuits
- Attend and participate in sale presentations, as requested
- Assist RFP team with subject matter expertise, as needed
Collaborate with Global Operations teams (15%)
- Collaborate with functional teams to ensure successful execution of client satisfaction goals
- Collaborate with global client implementation team to ensure that new clients are onboarded successfully
- Provide account-specific expertise to training organization
- Work with CXO team and business functions to manage and resolve significant client escalations
- Ensure that Director successfully manages client specific Service Level Agreements
- Collaborate with functional teams to build out company-wide best practices
- Works closely with the Vice President, Customer Experience and Operations to define and optimize the customer life cycle by sharing key client/customer analytics
Qualifications and Preferred Skills
- Minimum 10 years corporate client or account management experience required
- Minimum 10 years of domestic relocation and/or international assignment management experience, including operational management experience required
- Minimum 5 years team leadership experience required
- Strong problem solving and conflict resolution skills
- Financial/Accounting knowledge, previous responsibility for P&L
- Superior oral and written communication skills
- Strategic planning abilities
- Good understanding of business application technology
- Global living/working experience preferred
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