Program​/Account Manager

Overview

Program/Account Manager - 170005A7
Carlson Wagonlit Travel Sato Travel (CWTSatoTravel) is seeking an experienced Account Manager for our Arlington, VA location. The Account Manager serves as the primary contact, provides customer service, and builds the business relationship between CWT and a designated portfolio of clients. Responsibilities include account management, strategic leadership, and direction to retain, expand, and develop the travel program within the assigned client portfolio.

The client portfolio may include accounts with strategic and complex requirements.

As the U.S. military and government division of Carlson Wagonlit Travel (CWT), CWTSatoTravel is a global leader specializing in seamless travel management services to U.S. federal clients. We employ a team of more than 900 associates across 187 locations in 14 countries and U.S. territories.

Candidates located in the Washington, DC Metro Area are preferred. Telecommute arrangements will be considered for highly qualified candidates.

• Provide account management for multi-national, regional or local business travel agreements to pre-approved budgets as established for the identified client portfolio; monitor scope creep, contract renewal dates and financial triggers, while ensuring that CWT receives cost recovery on all services
• Conduct regular reviews of each client's travel program to assess maturity and identify opportunities for improvement
• Develop and execute a travel management business plan by client detailing objectives, strategies and measurable goals
• Drive consistency and optimization of national, regional or global travel programs
• Ensure consistent, efficient, and cost-effective delivery of account management products and services to clients, identifying gaps and proactively resolving discrepancies, while aligning deliverables/time allocation to cost recovery
• Prepare and deliver presentations and other education methods to modify client behavior to ensure travel management compliance
• Identify incremental business opportunities within the existing client portfolio; sell CWT products and services to increase client value and CWT revenue
• Develop and maintain multi-level client relationships and provide excellent customer service for clients in various time zones, communicating by phone, email and in person as necessary
• Represent the clients within CWT and coordinate with key departments on matters of delivery as part of the client agreement
• Provide, in a format agreed with the client, formal analysis, commentary and recommendations on the client's travel
• Monitor and report on client-specific KPIs at intervals determined by the Agreement and/or client if not defined
• Monitor and report on client profitability levels and address profitability improvement where possible
• May work on complex issues requiring in-depth evaluation of variable factors and exercise judgment in selecting methods and criteria for obtaining results
• Perform other duties as assigned

• Must obtain, and maintain, working knowledge of Military & Government travel requirements and applications such as the Federal Travel Regulation (FTR), Joint Travel Regulation (JTR), and DTS
• Must work with subcontracted travel management companies as part of government contracts

• Bachelor's or equivalent experience in travel industry preferred
• 5+ years experience in the travel industry preferred; experience managing travel accounts is preferred
• Knowledge of travel industry; knowledge of government travel policies is a plus
• Strong influencing skills to motivate direct and indirect teams across multiple geographic locations. Outstanding written and verbal English communication skills. Highly developed presentation skills. Excellent critical thinking, negotiation and problem-solving skills
• Demonstrated initiative with strong attention to detail and keen customer service orientation
• Ability to read and understand contracts and service agreements. Ability to monitor and report on profitability, budget and performance indicators. Ability to work effectively both independently and collegially
• Occasional travel is required
• Ability to provide support to customers in various time zones

Note: Because this work would be with Military & Government Clients, you will be subject to a background check including a credit check and criminal history review.

• Primary
  
  Location:
  
  Washington
• Employment type: Standard
• Job Family: Scope — Country
• Travel: No
• Shift: Day Job
• Organization:  & Government
• Experience Level: 5 to 7 years

As an Equal Opportunity Employer/Affirmative Action employer, the organization will not discriminate in its employment practices due to an applicant’s race, color, religion, sex, national origin, veteran status, disability status, sexual orientation, gender identity or any other federal, state or local protected class.

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