Account Manager

Overview

Client Consulting and Issue Resolution (50%)

• Provide communication link between Sirva and the Client regarding relocation issues, household good issues, service level agreements and projects.
• Acts as a trusted advisor to the client and collaborates with them on identifying best practices within the talent mobility industry.
• Plays a key role in identifying solutions and resolving client issues across the client team and/or in partnership with other operational divisions.
• Exercise solid business judgment while making decisions and addressing transferee/assignee and client issues.

Collaboration with Global Account Management (20%)

• Assist with upselling and overall project management, including the management and calculation of client SLA results.
• Provide support, as requested, with client implementations.
• Collate and validate data and content for Client Reviews and Governance meetings.
• Work with the account management team to establish delivery of strategic account plans with understanding and recognition of all global and regional requirements.
• Works collaboratively with the Account management and the client team to understand the client delivery requirements and drive client profitability and revenue growth.

Internal Consulting (20%)

• Works with the Customer Experience teams to help educate on client policies and preferences.
• Collaborates with internal teams, management and VP/Director, Global Account Management to ensure client performance metrics are implemented, maintained, measured and achieved.
• Partner with local business development teams to support acquisition of new business
• Oversees VIP moves internally to ensure they are successful for the customer and Sirva.

Reporting (10%)

• Collaborates with Analytics team to ensure successful delivery of client reporting.
• Serves as a consultant for all client divisions/departments who need assistance with reporting such as: volume, performance metrics, relocation and assignment costs, budgeting and accrual.
• 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.
• Works closely with the Digital IT team to help them enable effective client self-service applications and processes and provides assistance with the implementation of new digital functionality to client contacts.

Qualifications And Preferred Skills

• 3-5 years of equivalent customer relationship management work experience required
• Strong organizational skills
• Strong verbal, written communication and presentation skills (English and Arabic preferred).
• Able to think critically and proactively solve issues
• Strong client relationship Skills
• Excellent critical thinking skills with an understanding of data analytics and interpretation
• Global business experience a plus
• Proficient with productivity and reporting applications e.g. Microsoft Office (Word, PowerPoint, Excel, Teams), etc.
• Interest in growing revenue in client accounts through upselling products and services

Education/Experience

• Bachelor’s degree preferred
• Experience in global mobility or similar customer service roles with a focus on client relationships

Line Management Responsibility

• NO