Account Manager

About This Role

As a Manager, Global Account Management, you will contribute to Sirva's success by working closely with the Vice President of Account Management and Global Account Management team to develop, maintain and shape client partnerships and enhance the client and customer experience. You will be a trusted advisor to the client and collaborate with them on identifying best practices within the talent mobility industry. The position works closely with client contact(s) to provide seamless customer service and maximize Sirva's value to the client.

Key Responsibilities:

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