Senior Client Executive, Customer Management

Senior Client Executive, Customer Management
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**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.
**Position overview**
CWT is seeking for a **Senior Client Executive, Customer Manager.**
Customer Management serves as the primary liaison for building and maintaining a long-term and profitable business relationship between CWT and designated portfolios of national and/or multi-national clients providing project management, strategic leadership 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. The up-selling of additional products, services and markets to the account is an integral part of this role
**Position Description**
- **Client portfolio**
- Manage one or more relevant and complex accounts taking care of customer management at country, sub-regional or regional level
- **Client Activity**
- Own and build the relationship with a defined base of strategic global clients and work collaboratively with them to drive results for their travel program and CWT
- Identify and drive opportunities for upsell/cross sell within a defined global client portfolio
- Set up business rhythm including business reviews both internally and externally with agreement from customer. Leverage CWT tools and relay relevant communication and updates in a timely manner
- Deliver insight & actionable recommendations to the customer, leveraging CWT resources (RCE, PM Effectiveness) and tools (e.g. CWT AnalytIQ's).
- **Optimize Client Relationship**
- Anticipate and lead retention strategy
- Support a bid avoidance strategy or strategy to win 18 months before end of contract or sooner by taking the following actions: Intelligence gathering, review of relationship mapping and voice of the customer feedback, 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(s) 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 such as Hotel or Meetings & Events
- **Negotiation and Implementation**
- Support the global sales team in new business negotiations whenever required with activities such as introduction to prospects, show casing PM value proposition and sharing experiences/data trends and/or best practices with prospective customers
- Support new global 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
- Ensure handover with Sales to carry out contractual obligations post-go live
- **Client Consultation**
- Become a trusted advisor of the customer to recommend and drive the best travel program for them, drawing on the existing CWT diverse global network of talent. The primary point of contact for the customer at CWT
- Keep the client informed of CWT's online and mobile strategy to drive solutions to the client travel program that increase savings and deliver an improved traveler experience.
LI-REMOTE
- Qualifications
**Position Requirements**
- **Experience & education**:
- **Experience**
- 5+ years proven experience in global sales or program management within a customer solution-oriented environment. Experience within the travel industry will be highly regarded
- Strong influencing skills and outstanding written and verbal English communication skills.
- Writing skills for client and senior management facing documents.
- Highly developed presentation skills
- Excellent critical thinking, negotiation, and problem-solving skills.
- Demonstrated initiative and strong attention to detail
- Keen customer service orientation
- Knowledge of travel industry and market nuances
- Ability to work within a mult

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