This position is responsible for the execution of complex strategic relationship management, operations and account development strategies in support of the Global Meetings Solutions value proposition. The Strategic Account Manager will provide thought leadership and strategic direction at a solution level and at a client/client portfolio level that drives client retention, revenue and profitability growth. This person will lead the client strategic meetings management relationship and associated strategies related to retention, contract management, revenue growth, profitability, expansion and overall account performance. This person will lead a meetings operations team that may include people leaders and individual contributors. This role may require research and partnership with external industry groups. This position will be tasked with presenting project deliverables to senior management, clients and industry groups, conducting complex financial analysis in support of growth and profitability projects. Provides comprehensive leadership to their clients, overseeing sourcing and planning of programs, providing client and team support and training, and managing special projects. Depending on account complexity, scope may include management of multiple accounts. Performs other duties as assigned. The ideal candidate is a self-starter with project management, meetings management and client management experience. Knowledge in the Entertainment and Sports industries a plus. This position is virtual with a strong preference for the Orlando area. This person will need to be able to commute to the client offices approximately 2-3 days a week and/or as needed. Secondary consideration will be for the greater Tampa area and the East Coast of Florida with a reasonable commute time. In addition to the onsite expectation, this position may have up to 25% travel required.
PEOPLE MANAGEMENT: •Creates and encourages a positive and open work environment to maximize quality of work life. •Interviews and selects direct reports by following American Express' selection practices and policies. •Ensures direct reports are trained on Standard Operating Procedures (SOP), policies, performance reviews, client specifics, technologies, company strategies, values, and administration. •Ensures direct reports are maintaining compliance through monitoring and measurement. •Evaluates staffing models to ensure appropriate staffing levels are in place. •Coaches and develops direct reports by providing feedback on performance expectations and assisting with development plans. Conducts one-on-one meetings on a regular basis and ensures the performance management process is maximized. •Encourage the sharing of industry trends, ideas, special educational opportunities and best practices. •Leads weekly team meetings with direct reports to discuss volume, productivity, customer deliverables, process, and service levels. •Provides performance based rewards and recognition to reinforce behavior as it occurs. •Approves and presents salary recommendations to Director. •Coaches direct reports to improve performance and counsels with human resources when presenting written warnings. Follows company policies and procedures for all disciplinary actions. •Recommends employee terminations after consulting with human resources to ensure policy and legal requirements are followed. •Lead team members regarding daily inquiries. •Serves as a mentor in the areas of forecasting, costing and budgeting, and reviews team members' program budgets, if required. •On-boards new employees. •Ensures people related paperwork is current for direct reports. •Reviews, tracks and/or approves vacation time, expense reports, payroll, time and other employee systems for direct reports. •Act as subject matter expert (SME) to ensure consistency and training for all, using best practice approach, experience and knowledge
FINANCIAL MANAGEMENT: •Reviews and updates the financial forecast with the financial data as required. •Reviews and approves monthly client financial settlement summaries. •Partners with business analyst to ensure client financial reporting requirements are met. •When assisting with proposals, ensures cost sheet accuracy before initial presentation. •Strategize, analyze, forecast, implement and manage financial and operational measures to track results and ensure operational profitability expectations. •Holds self and others accountable for business results.
RELATIONSHIP MANAGEMENT: •Provides meeting industry and product subject matter expertise from the pre-proposal stage to proposal qualification/development/delivery. •Assists in expansion opportunities in order to recommend and communicate additional sales opportunities to Account Managers and Business Development Executives. •Reviews, analyzes and takes appropriate action based on information received from surveys and departmental personnel. •Maintains active and past operated travel program history and review the history with Account Managers, and Business Development to identify meeting trends and new travel opportunities for clients. •Owner of client meetings, presentations and quarterly/annual business reviews to explain operational processes, review contractual statistics and workload, and resolve challenges. •Resolves customer inquiries which have been escalated, and coaches direct reports to research and resolve customer inquiries. •Communicates customer inquiries to Director which have the potential to escalate. •Participates in management meetings to ensure standardization of processes across SMM and to discuss solutions and service levels. •Resolves problems and removes obstacles through interaction with other functional departments. •Escalates obstacles while presenting solutions to Director. •Acts as an extension of the sales team and as an American Express representative during site inspections, program operations, and client meetings. •Develops strategic partnerships with multiple contacts within client and supplier organizations. •Maintains proactive, positive, open line of communication with client to ensure understanding of expectations and client satisfaction.
PROCESS MANAGEMENT: •Reviews all processes for efficiencies on a continuous basis. Actively implements process improvements quickly once identified. •Anticipates upcoming workload/activities and plans accordingly. Coordinates workload overflow with other Directors and Variable Resource leaders. •Coordinates with other American Express leadership to prepare short and long-range project and financial forecasts. •Identifies, develops, and ensures implementation of SOP’s and standard practices and process improvements. •If assigned a new account, ensures new account implementations and start-ups are successful based on client feedback and agreed upon measurements. •Ensures that customer satisfaction via client survey (or other) and benchmark results are analyzed and communicated for the purpose of developing direct reports and ensuring and improving client satisfaction. •Develops service recovery plans, ensures the plans are implemented, and improvement goals are achieved or exceeded. •Outlines strategy and communication plan for assigned group. •Evaluates impact of events and reassesses objectives and outcomes; plans for continuous improvement.
MISCELLANEOUS •Manages special projects as assigned by the Director. •Provide back-up support for Director. •May require travel to destinations worldwide, in support of client meetings, site inspections and/or program operations by various means of transportation. •Perform other duties as assigned Qualifications •Bachelor's degree preferred. MBA a plus •7 - 9 years of business experience •5 - 7 years of Corporate Meetings Management industry experience preferred •3 -5 years of Client management experience, via account management or operations preferred •3-5 years of proven people leadership skill and impact of large teams preferred •Experience in leadership of event or meeting management teams or equivalent preferred •Proven ability to promote change and efficiencies within an organization •Program management system and meetings industry technology experience preferred •Prior experience in effectively handle multiple projects/demands. •Strong knowledge business financials, contracts, key performance indicators and service levels •Demonstrated ability to think conceptually, using strong analytical skills •Excellent interpersonal and communications skills and experience at managing client expectations •Demonstrated superior organizational abilities •Ability to lead, influence and motivate others – direct/indirect reports, internal and external •Outstanding project management skills •Outstanding presentation skills •Outstanding negotiating skills •Demonstrated client relationship skills •Ability to travel by airplane, boat, rail and/or car •CMP and/or SMMC designation a plus