Account Manager

Overview

The Account Manager's 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.

Responsibilities

- 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.

- Handle complaints and problems in a timely and effective manner.

- Prepare monthly, quarterly and annual reports and budget forecasts for client.

Site Inspections

- Prepare and conduct pre-site inspections domestically and internationally 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 met at all times 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 airline to ensure sourcing deliverables remain on target and airline sign off approval processes are followed.

- Maintain action log to ensure all parties are aware of action points and follow up resolve points are understood, leading weekly meeting 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.

Key accountabilities

- 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. Ensure 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.

HotelExpress

- Actively seek opportunities and negotiate on preferred rates for Crew, Business and Leisure Travel. Ensure they are loaded and maintained properly on HotelExpress 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.

Salesforce

- 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 Salesforce 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) of 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 work load in a fast paced environment relying on extensive 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.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

Other Duties

All duties, responsibilities and activities may change at any time according to business needs.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AA P/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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