SVP – Account Management, Global Segment – Travel Management Solutions JOB-ID-1193

Full job description

The Senior Vice President (SVP) of Account Management is a senior executive leader responsible for overseeing the portfolio of our largest strategic global customer accounts, driving customer satisfaction, retention, and growth while advancing program innovation and long-term value creation. This role focuses on developing strategies and programs to proactively engage clients, foster loyalty, and build long-term partnerships, all while aligning with the company’s overall business objectives.

The SVP will lead a high-performing Account Management team, serve as an executive sponsor for global accounts, and act as a point of escalation, ensuring exceptional service delivery and achieving financial performance targets. With a deep understanding of the corporate travel industry, this leader will optimize travel programs and drive high levels of adoption of Direct Travel’s services.

Company	Direct Travel
Job Type	Full-Time
Location	United States•Remote

Key Areas of Focus

• Strategic Leadership: Cultivate a proactive customer success culture, emphasizing value delivery, retention, and continuous improvement.
• Customer Advocacy: Strengthen client relationships through engagement, measurable outcomes, and program innovation.
• Team Development: Build, mentor, and lead a collaborative, high-performing Account Management team.
• Financial Stewardship: Drive customer success strategies to meet revenue and profitability targets.
• Travel Program Optimization: Help clients achieve strategic goals and maximize ROI from their travel programs.

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Key Responsibilities

1. Strategic Leadership

• Define and execute the strategic vision for Account Management, fostering a culture of proactive engagement, value delivery, and continuous improvement for a portfolio of strategic customers.
• Develop customer-centric practices, processes, and frameworks that prioritize client outcomes and satisfaction.
• Support a customer conversion program with a turn-key approach targeting large global accounts.

2. Customer Advocacy and Value Delivery

• Serve as an executive partner for strategic client relationships, ensuring a consistent focus on delivering measurable outcomes.
• Ensure customers realize maximum value from the company’s solutions, driving adoption, retention, and success.
• Assist clients through onboarding, global rollout, and ongoing travel program optimization, making transitions seamless with enablement kits and tools.

3. Team Leadership and Development

• Build, mentor, and lead a high-performing team
• Establish clear goals, metrics, and performance standards for the team, fostering accountability and collaboration.
• Cultivate a culture of continuous learning and improvement to drive exceptional team performance.

4. Customer Retention and Growth

• Design and implement strategies to improve customer retention, minimize churn, and foster long-term loyalty.
• Oversee the creation and execution of customer success plans tailored to individual customer needs and goals.
• Partner with Sales and Implementation teams to support customer acquisition and ensure a smooth onboarding experience.

5. Customer Insights and Thought Leadership

• Leverage data and insights to identify trends, gaps, and opportunities to enhance customer travel programs.

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Qualifications

• Bachelor’s degree in business, tourism or a related field.
• 12+ years of experience in account management, or client services, with at least 5 years in a senior leadership role.
• Proven track record of driving customer satisfaction, retention, and growth through proactive engagement and measurable success strategies.
• Exceptional leadership and team management skills, including experience leading cross-functional teams.
• Strong strategic thinking and problem-solving abilities, with a focus on customer-centric solutions.
• Excellent communication, negotiation, and presentation skills.
• Expertise in corporate travel at a Travel Management Company or managing a large travel program.

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Key Competencies

• Customer-Centric Vision: Deep commitment to understanding and delivering on customer needs and outcomes.
• Leadership: Ability to inspire and lead teams to achieve exceptional results.
• Strategic Thinking: Strong ability to anticipate customer needs and align strategies accordingly.
• Industry Expertise: Excellent working knowledge of the corporate travel industry and Travel Management Company operations.
• Collaboration: Skilled at working across departments to ensure a seamless customer experience.