• Dedicated Account Representative

    American Express Global Business Travel Albany, NY 12260

    Job #2259668696

  • The Dedicated Account Representative (DAR) will be responsible for the management of the Global Client Travel Program on a day-to-day basis, with support/engagement as needed globally. The DAR will work hand in hand with the Global Client Manager to ensure GBT deliverables are met and new ideas/products/services are introduced according to client needs and GBT objectives.

    Responsibilities include, but are not limited to, providing support directly to the client on agreed upon client deliverables such as compiling, tracking and executing actions in accordance to contractual requirements.

    The DAR will work with the Global Client Manager on client activities that drive program optimization, improve compliance and deliver customer satisfaction.

    Responsibilities:

    • Engage key stakeholders and host project meetings, including providing meeting notes with action items and timelines as agreed by Client team

    • Interface with Client, possessing strong customer service and consultation focus

    • Expertise of the systems that interface with OBTs or TMC Tools, such as GDS systems, HR Feed systems, etc.

    • Manage the SLA Requirements to ensure GBT Meets/Exceeds, engaging global team monthly to review results

    • Develop and propose recommendations to identified issues & resolution

    • Ensures quality processes and tools are incorporated into all daily activities with contingency plans in effect.

    • Ensure accurate travel policy interpretation and implement accordingly to supporting operational teams

    • Manage team trainings to external audiences such as vendors, contractors, and Client travelers, in person or using web conferencing tools and technology regarding Client specifics, operational procedures, and processes around the globe

    • Support/maintain the development of Client Scope of Procedures documentation (process flow, SP and Job Aid), working with CGM and RRMs

    • Participate in pilot and beta testing of new processes, tools, policy enhancements, etc.

    • Drive travel program compliance (in tandem with SLA targets)

    • Ensure air and hotel contractual terms are submitted and uploaded into PRDS.

    • Participate in client management business review strategy, compiling information accordingly.

    • Generate key performance indicator reports such as TSF, CSAT from appropriate network databases

    • Assist client managers in securing and preparing DRA forms (PRISM) for client execution.

    • Frequent interactions with traveler care, GBT product owners, PRDS, MI Helpdesk, etc. will be expected.

    • Exercise client interaction professionalism, upholding GBT code of conduct and confidentiality as GBT employee representative.

    • Drive results by operating with a sense of urgency and confidence, employing effective time management, working well within team environment and utilizing network expertise to deliver results within deadlines.

    Qualifications:

    • Knowledge and understanding of business travel operational processes and practices

    • Knowledge and understanding of business, travel front office, mid office and back-office tools and processes

    • Strong time management and problem-solving skills

    • Demonstrated ability to Drive Results

    • Strong Customer Communication and Relationships Skills

    • Effective written and verbal communication skills with attention to detail

    • Proficiency in Microsoft office tools (Word, PPT, Excel)

    • 5+ years year's global account/client management - travel industry experience

    Location

    United States - New York - Virtual Location

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