Client Executive, Customer Management

Client Executive, Customer Management
- (23000030)
**CWT **is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected - anywhere, anytime, anyhow - and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.
Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.
**Main responsibilities**
Serve as the support and contact for building and maintaining a long-term and profitable business relationship between CWT and designated portfolios of national and/or multi-national clients providing analysis, project management and direction in order to retain, expand and develop travel programs within the assigned client portfolio. This requires a focus on optimizing the client value from its travel programs, while ensuring targets are achieved for both client and CWT. Support for up-selling of additional products, services and markets to the account is an integral part of this role.
**Position Description**
- **Client portfolio**
- Manage multi-accounts providing general support and taking care of first level reporting and data analysis
- **Client Activity**
- Own and build the relationship with the SBV portfolio (local/multinational clients) and work collaboratively with them to drive results for their travel program.
- Identify and drive opportunities for upsell/cross sell within the local/multinational SBV portfolio.
- Deliver insight & actionable recommendations to the customer, leveraging CWT resources (RCE, PM Effectiveness) and tools (e.g.. CWT AnalytIQ's).
- **Optimize Client Relationship**
- Support a bid avoidance strategy or strategy to win, 18 months before end of contract end or sooner by taking the following actions: Intelligence gathering, review of relationship mapping, voice of the customer feedback and identification of customer pain points along with previous contract execution and delivery and a review of current financial health and fees
- Build a compelling RFP proposal where appropriate with support from multi-functional teams. Follow CWT process and seek necessary validation when required. Present to client in coordination with other functional teams and senior team members/stakeholders when required
- Frequent engagement with the customer to understand how CWT can bring value and mapping the CWT value proposition to client's needs to enable revenue generating activities such as upselling new offerings or cross-selling core offerings
- **Negotiation and Implementation**
- Support the local/multinational sales team in new business negotiations associated for assigned accounts whenever required, with activities such as introduction to prospects and sharing experiences/ data trends and/or best practices with prospective customers
- Support new local /multinational account implementation for assigned accounts including:
- In partnership with the implementation team check in on implementation progress and provide guidance as needed
- Execute required communication and change management with the client
- Train the client in the acquired CWT products (myCWT, CWT Messenger, Price Tracker, AnalytiQs)
- Schedule further training as needed
- Work with implementation team on Sales handover aligning contractual obligations
- **Client Consultation**
- Through analysis of data and focus group results, provide a deep dive into feedback and comments from client travelers to identify areas of improvement and supplier opportunities.
- Consolidate reporting for all data points to ensure consistency in the information, in order to provide the client with trends and visibility of their program across their organization.
LI-Remote
- Qualifications
**Position Requirements**
**Experience & education**:
- **Experience**
- 1+ years' experience in the travel industry preferred and experience managing travel accounts will be highly regarded
- Willingness to learn and engage is critical
- Good communication including influencing and negotiation skills
- Analytical skills and financial acumen. Ability to interpret information such as contracts and service agreements
- Ability to interpret information such as contracts and service agreements, identify opportunities in budget and performance information and work effectively both independently and collegially
- Highly customer service orientated
- Good communication, both orally and presenting would be highly regarded
- Education: High school or tertiary qualification
- **Languages**
- English fluent, written and oral
- Foreign language skills are desirable
- **Knowledge, skills and abilities (KSAs)**
- Leadership
- Passion
- Caring
- Integrity
CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualifi

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