The Account Manager builds client relationships, manages hotel contracts, negotiates deals, coordinates with teams, and reports on account performance, aiming for strategic growth and maximum value delivery.
Summary
The Account Managers responsibilities include establishing and maintaining existing client relationships within our growing network of Airline and Hotel partners with the sole purpose of generating strategic growth, through exceptional procurement delivery.
This position requires strategic vision to identify and interpret market trends and set appropriate hotel sourcing strategies. Along with excellent negotiation skills, contracting experience and ability to work in a team and delegate appropriately. You will deliver aggressive savings targets to provide maximum value to our customers whilst developing and maintaining progressive supplier relationships.
The Account manager will be responsible for negotiating, implementing, and managing the hotel and ground transportation contracts with the suppliers to ensure that they are fulfilling the obligations within the contracts. At the same time, the Account Manager will manage the day-to-day client relationship, engaging effectively with a broad range of stakeholders and partners, communicating at different levels. Also working closely with API ops on all operational matters and working with Account Co-ordinator and suppliers to effectively manage crew member feedback.
This position requires commercial acumen, relationship management, operational experience with the ability to juggle multiple tasks at any time, whilst developing and maintaining progressive supplier relationships.
Essential Functions
Client Relationship
Day to Day Account Management
Systems requirements
MyCrewCare
ACES
Supervisory Responsibility
Account Co-coordinators/Ops team members as required.
Work Environment
Hybrid.
Position Type and Expected Hours of Work
The role has a need for the employee to operate and be available from Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.
Travel
This position requires approximately 30% travel.
Required Education and Experience
The Account Managers responsibilities include establishing and maintaining existing client relationships within our growing network of Airline and Hotel partners with the sole purpose of generating strategic growth, through exceptional procurement delivery.
This position requires strategic vision to identify and interpret market trends and set appropriate hotel sourcing strategies. Along with excellent negotiation skills, contracting experience and ability to work in a team and delegate appropriately. You will deliver aggressive savings targets to provide maximum value to our customers whilst developing and maintaining progressive supplier relationships.
The Account manager will be responsible for negotiating, implementing, and managing the hotel and ground transportation contracts with the suppliers to ensure that they are fulfilling the obligations within the contracts. At the same time, the Account Manager will manage the day-to-day client relationship, engaging effectively with a broad range of stakeholders and partners, communicating at different levels. Also working closely with API ops on all operational matters and working with Account Co-ordinator and suppliers to effectively manage crew member feedback.
This position requires commercial acumen, relationship management, operational experience with the ability to juggle multiple tasks at any time, whilst developing and maintaining progressive supplier relationships.
Essential Functions
Client Relationship
- Establish and maintain relationships with key stakeholders at all levels within the airline and hotel partners.
- Communicate and meet with major clients on a regular basis to ensure that API deliverables are met.
- With support, create client sourcing strategy based on solid market insights.
- Report on strategy and savings matrix for nominated accounts
- Strive to create increased value for the client by providing new points of view and recommendations that are aligned with desired business goals.
- Develop strategic account plans alongside the VP APAC
- Support the delivery of strategic account objectives
- Suggest solutions and innovative ideas to meet client needs
- Manage complaints and problems in a timely and effective manner.
- Prepare monthly, quarterly, and annual reports and budget forecasts for clients.
- Prepare and conduct pre-site inspections domestically and international when required to ascertain suitability for airline in line with minimum requirements.
- Conduct hotel site inspections domestically and internationally when required with airline partners ensuring each property meets client criteria and requirements.
- Effectively manage union relationships as part of the site inspection process
Day to Day Account Management
- Work closely with the other API team members to ensure client needs are always met and share leads that are uncovered by your communication with both the hotels and the airlines.
- Communicate to the Director of Client Delivery on client performance, strategies, and needs.
- Coordinate and manage weekly meetings with designated airlines to ensure sourcing deliverables remain on target and airline sign-off approval processes are followed.
- Maintain action logs to ensure all parties are aware of action points and follow up resolve points are understood, leading weekly meetings to review with the airline and internally.
- Support and help prepare client communications ranging from weekly performance meetings to business reviews.
- Assist the Research & Sourcing team in ensuring all details of a destination presentation are accurate and offered to the airline for review.
- Document, trouble shoot and resolve operational and sourcing events.
- Become knowledgeable with API’s technology platforms for the Account Management department.
- Maintain spreadsheets and update databases as required.
- Support Director of Client Delivery or Account Management on assigned projects as requested in line with the growth of the business.
- Successfully deliver the strategic account plan for your client.
- Manage the central repository for contracts (salesforce), including activity planning and the timely execution of contracts for your clients.
- Obtain data from varied sources to identify and support fact-driven opportunities. Ensuring analysis is accurate, comprehensive, and robust.
- Conduct market analysis to drive hotel sourcing strategies.
- Conduct risk analysis to continually review contracts and market opportunities and take action as required.
- Share market knowledge and experience with other team members to support the success of other airline accounts.
- Ensure all operational aspects of the relationship are effectively supported, working alongside other API team members including operations.
- Ensure contracts are implemented effectively to guarantee suppliers will be paid on time.
Systems requirements
MyCrewCare
- Manage crew member feedback via our online portal for all assigned accounts ensuring any complaints are addressed in a timely fashion accordingly with our hotel partners and documented.
- Identify where supplier performance management is required and implement performance improvement plans where necessary.
- Ensure the team add new hotels to the system and ensure all information is accurate.
- Actively seek opportunities and negotiate on preferred rates for Crew, Business and Leisure Travel. Ensure they are loaded and maintained properly on Hotel Express for clients.
ACES
- Verify all hotel contract information is loaded correctly into ACES for OPS and for Accounting.
- Review ACES schedules monthly to ensure hotels are downloading their schedules and identifying any risk in advance. Assist OPS department with follow-up to the hotels to ensure that their schedules are accepted, and trouble shoot any issues.
- Verify client back up list is accurate and loaded into ACES for OPS.
- Ensure all opportunities (upcoming contract expirations and/or new destinations) are in Salesforce with accurate business start dates and revenue projections.
- Ensure contracts are entered into Salesforce prior to contract start date.
- Maintain accurate crew volumes in SF for forecasting purposes.
Supervisory Responsibility
Account Co-coordinators/Ops team members as required.
Work Environment
Hybrid.
Position Type and Expected Hours of Work
The role has a need for the employee to operate and be available from Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.
Travel
This position requires approximately 30% travel.
Required Education and Experience
- Established (at least 3 years) experience in an account manager or customer-facing role.
- At least 5 years’ experience in the travel industry.
- Negotiated contractual deals that delivered commercial outcomes.
- Strong negotiation and commercial skills with the ability to manage multiple stakeholders
- Strong results focus, with a continuous improvement skill set
- Ability to effectively manage workload in a fast-paced environment relying on experience and judgment to plan and accomplish goals.
- An organized self-starter who can work proactively and independently
- Shows attention to detail and the ability to produce high quality work
- Ability to positively present API in customer facing situations
- Strong Microsoft Office computer skills, with emphasis on Excel
- Strong verbal and written communication skills
- Strong customer service and client relationship skills
- Ability to work with and understand diverse cultures here and abroad
- Flexible schedule and travel availability needed based on business needs
- Bachelor’s degree in business administration or similar
Top Skills
Aces
Excel
Hotel Express
MS Office
Mycrewcare
Salesforce
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