Position Summary :
The Account manager is responsible for developing long-term relationships with a portfolio of clients, ensuring client satisfaction and retention, driving revenue, and expanding product usage.
Responsible for building productive and profitable client relations by proactively managing client relationships, monitoring client trends, tracings revenue, and identifying opportunities for product expansion.
Duties and Responsibilities :
Builds trusted relationships with clients, demonstrating an in-depth industry and product knowledge; acts as subject matter expert to clients in product and service offerings within a dedicated business unit;
partners with internal experts in product expansion efforts.
Ensures coordinated and targeted client engagement, delivering on promises and establishing CIBT as a trusted partner.
Takes ownership of client relationships, delivering exceptional service on a day-to-day basis while developing long-term revenue growth strategies.
Educates clients on the features and benefits of products and services through the compelling articulation of CIBT’s business model and value proposition.
Understands the needs of the client and presents targeted solutions, earning the confidence of clients while driving business results.
Ensures coordinated and consistent service delivery, providing a seamless implementation experience :
Partners with the Business Development team to onboard and integrate new clients, liaising with internal teams to ensure flawless implementation.
Proactively communicates with internal partners on client service requests, ensuring product expansion and customizations are supported and seamlessly implemented.
Manages coordinated rollout of new offerings.
Monitors accounts and develops a client strategy, creating quarterly and annual review plans, forecasting and tracking key account metrics, and outlining service delivery and revenue growth strategies.
Leverages technology and analyzes data to track and monitor client activity, product usage, and identify opportunities.
Tracks satisfaction and escalations, ensuring timely resolution that promotes client retention.
Monitors and analyzes client product range; evaluate client needs.
Identifies opportunities for expanded product offering, upselling and cross-selling.
Identifies and capitalizes on opportunities for geographic expansion.
Monitors and tracks client pricing model.
Takes ownership of customer complaints / escalations and resolves issues, working internally to identify the root causes and identifying solutions in order to prevent repeat issues.
Commits to ongoing learning of products and services across business units in order to leverage CIBT’s value proposition.
Stays abreast of changes within the market, identifying trends that influence and impact consumer behavior, recommending solutions that strengthen client relations and build consumer confidence.
Manages multiple client projects and programs concurrently, seamlessly flexing between projects, owning schedules, outlining key milestones, and tracking deliverables.
Other duties as assigned.
Skills / Abilities / Knowledge :
Experience managing client accounts and delivering client-focused solutions. Self-motivated and willing to take action in a results-driven environment.
Strong communicator with the ability to present ideas and directives clearly and persuasively both verbally and in written form.
Demonstrated ability to communicate, present and influence effectively at all levels, tailoring communications to meet the needs of the audience.
Excellent listening, negotiation, and presentation skills.Resilient manner with proven follow-up (persistence) when facing challenging situations.
Ability to draft business correspondence, collateral, contracts, and renewals, and create presentations.
Relationship builder that earns the confidence of others by demonstrating integrity, reliability, and respect; builds and sustains solid partnerships based on mutual support through a collaborative style.
Demonstrated problem-solving and analytical skills. Ability to analyze data, identify trends, present recommendations, and create action plans.
Ability to multi-task effectively and change gears quickly without skipping a beat, ability to prioritize among competing tasks.
Organization and time management skills, rigor, and attention to detail.
Ability to work independently as well as be a strong team member, working collectively towards organizational goals and objectives.
At least 3 years of experience in the travel industry
Exceptional proven track record of achievement versus targets
Previous experience in educating end customers on product benefits
Experience in objection handling and solution selling
Working knowledge of B2B marketing
Excellent English (Spoken & Written) application to be written in English
Right to live and work in France
Experience in using Salesforce