02/12/2020
Position Summary
Van Zile Travel (VZT), a well respected, nationwide, travel management company known for its unparalleled, high touch, service-first approach to meeting customer needs, is seeking a Business Account Manager responsible for managing and growing high profile corporate accounts. The role of the Business Account Manager is both strategic and operational in nature and encompasses the following:
Acting as the primary point of contact for corporate accounts to Van Zile Travel
Leading the implementation and day-to-day management of corporate accounts
Increasing share of customer, maximizing customer satisfaction and ensuring account renewals through in-depth relationship building
Delivering results consistent with the company’s strategic goals and objectives
The Business Account Manager reports directly to the Vice President of Sales. This individual must interface with other functional areas (e.g., corporate operations, finance and technology) on an ongoing basis to ensure alignment.
Primary Responsibilities
Understand and meet each account’s complex travel needs/requirements
Offer a strategic and consultative approach to deliver value-added business solutions
Gather information on the customer’s business processes and critical success factors
Review the adequacy of existing solutions to meet customer needs; provide customer-specific recommendations for improvement
Proactively maintain and improve client service levels and benefits received
Build new revenue opportunities (e.g., cross-sell or up-sell VZT services) and grow VZT corporate accounts
Review and analyze detailed reports and utilize benchmarking data
Develop and give presentations, structure custom offerings and negotiate contracts
Develop and implement customized surveys for client travelers. Collect results, tabulate data and present findings
Create and maintain accurate account management plans; review with the Vice President of Sales on an ongoing basis
Monitor client budgets and billing processes for accuracy, timeliness and opportunities for improvement based on account volume and growth
Responsible for strategic development and management of corporate accounts
Act as the corporate account liaison among the account, operations and agent teams to build and maintain customer relationships
Work hand-in-hand with the Sales Representative(s) to execute a flawless hand-off of new VZT customers
Handle all customer implementations
Sign up accounts for business programs, as necessary (e.g., airline, cars, hotels)
Hands on approach to client programming and trouble shooting.
Positive attitude and proactive approach
Foster and develop excellent relationships with corporate customers to establish and differentiate VZT as a service leader
Conduct quarterly business reviews
Resolve customer complaints and problems in a timely fashion and seek additional opportunities to effectively meet customer needs
Education, Experience and Skills Required
BA/BS in marketing, business administration or a related field preferred
A background in account/relationship management in a service-oriented, trust-based environment is required; able to hit the ground running without formalized training
Knowledge of the travel industry and/or agencies beneficial; must be able to come up-to-speed quickly on internal computer systems (e.g., Amadeus, GDS, QC, Risk messenger, online booking tools, reporting tools)
Proven track record for consistently delivering results and maintain business.
Strong, customer- and service-focused orientation
Ability to develop and maintain relationships; excellent interpersonal skills
Excellent verbal and written communication and presentation skills; must be able to present in both small and large group settings
Proficient in Microsoft Word, Excel and PowerPoint
Strong in public speaking and meeting facilitation
Contract negotiation skills
Superior professional presence and business acumen
Able to manage medium to large accounts – and successfully achieve results
Able to motivate, inspire and champion ideas
Action-oriented, diligent and proactive; continuously displaying a sense of urgency
Strong commitment to company values and a hands-on team player
Must reside in the greater Rochester area but be willing to travel to local and out-of-town accounts on a routine basis
Must be able to attend on-site customer appointments on a daily basis
Think outside the box, always moving forward finding smarter, better, faster ways
Proactive vs reactive
No job is less important than another
