Account Manager

What You’ll Be Doing 

• Builds and maintains relationships with an assigned set of clients determined based on revenue, scope, and size.
• Acts as the clients’ day-to-day contact being accessible and knowledgeable about the details of client mobility programs. 
• Plays a key role in identifying solutions and resolving client issues across the client team and/or in partnership with other operational divisions. Proactively discusses any challenges and issues with the Account Director and client contacts.
• Acts as a trusted advisor to the client and collaborates with them on identifying best practices within the talent mobility industry.
• Keeps clients informed of available client reports and new products and services and helps to encourage and ensure understanding and increased usage of the available tools and products.  
• Support the efforts of the Account Directors in the establishment and delivery of strategic account plans with understanding and recognition of all global and regional requirements.
• Demonstrates strong relationship management skills in developing and maintaining client relationships at key levels globally.
• Work closely with the Account Management, Customer Experience, and Client Finance teams to direct, support, and enable the experience journey for both clients and customers to meet the identified Key Experience Metrics
• Works with Customer Experience Managers to understand and keep abreast of the operational metrics in support of their clients.
• Participates in regular review and assessment of client needs, identification of scope creep, and incremental revenue opportunities.
• Supports the Account Directors on the implementation of new clients for the onboarding of the new client and program.  
• Supports the Account Directors in the development and execution of incremental revenue sales, growth, and client retention plans.
• Support the Account Directors in collating data and content for Client Reviews and Governance meetings.
• Works collaboratively with the Account Director and the client team to understand the client delivery requirements and drive client profitability and revenue growth.
• Demonstrate critical thinking skills, proficient data analytics, and reporting to offer insight and shape evolving customer influences.
• Works closely with the IT team to help them enable effective client self-service applications and processes.  Helps with the implementation of new digital functionality to client contacts.

What You Bring to Sirva

Education/Experience

• Minimum 3-5 years of experience in global mobility or similar customer service roles with a focus on client relationships

Cognitive Skills

• Financial acumen and a demonstrated growth mindset
• Interest in growing revenue in client accounts through upselling products and services
• Understands how the growth of revenue impacts margin and overall profitability.
• Excellent critical thinking skills with an understanding of data analytics and interpretation
• Ability to adapt to changing requirements or deadlines in support of our client’s goals.
• Able to think critically and proactively solve issues.

Technical Skills

• Has a curious and deep understanding of technology-enabled service delivery.
• Proficient with productivity and reporting applications e.g. Microsoft Office (Word, PowerPoint, Excel, Teams), etc.
• Able to demonstrate technology and speak clearly about benefits that can be brought to clients.

Social & Emotional Skills

• Demonstrated client-centric focus and ability to identify value-add opportunities to enhance the experience of customers and clients.
• Excellent conflict management skills to resolve escalated client issues.  Knows how to collaborate with internal stakeholders to resolve client issues in a pragmatic and timely way.
• Strong verbal and written communication and presentation skills  
• Experience working in cross-functional capacities to achieve organizational goals and improvements.
• Ability to work closely with Customer Experience team members across multiple time zones.

What Sirva Offers

•  
  • Competitive salary and incentive plans
  • Workplace flexibility for a balanced work/life approach
  • Comprehensive benefits packages and wellness program
  • Generous company-paid vacation days and holiday time
  • Innovative, collaborative, diverse corporate culture
  • Ongoing opportunities for learning and career development