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Job Description
Director Account Management – Remote
SUMMARY:
Strategic individual with overall responsibility for a portfolio of accounts and a team of account managers. Serve as catalyst to increase revenue opportunities for Cartus and facilitate improved relocation processes to meet Client and Cartus strategies. Manages team performance, partners closely with support groups to ensure seamless delivery to Clients and Customers, and responsible for overall Client satisfaction.
RESPONSIBILITIES:
Client Strategy
Proposals: Review/Participate in developing strategic responses for RFP’s. Conduct preliminary review of RFP
Contract Negotiations: Leads/participates in negotiations on pricing, and contract terms for Client engagements. Responsible for presenting to Cartus Leadership on low margin Pricing
Implementations: Collaborate with implementation team. Participate in strategic discussions with Client during meetings, as needed. Provide coaching to Manager when partnering with support teams. Serve as point of escalation
Setting Goals: Review department and individual objectives with direct reports. Support/coach Managers in developing strategies to achieve service, revenue, profit goals
SOS/Cross Selling: Foster environment to educate management team on cross selling opportunities of Cartus products/services to generate increased revenue
Client Reviews: Strategize/Coach Managers to ensure reviews properly conveys Cartus’ message and addresses the client’s key objectives. Ensure the presentation and supplements are consistent with Cartus marketing requirements
Client Projects: Manage, sponsor, or support Client specific projects. Responsible for monitoring Manager performance and ensuring company time and effort is assumed in fees or growth opportunities
Client Policy: Provide coaching and support to managers and oversight of quality / audit responsibilities
Client Program & Relationship Management: Supports Managers in identifying opportunities to develop creative and cost effective solutions for their Clients
Client Satisfaction: Periodically pulse check key Client contacts on satisfaction. Monitor performance and actions of Managers. Ensure Manager is tracking service recovery strategies. Collaborate internally to escalate matters and develop mitigation strategies
Client Health: Support Managers with penetrating Client hierarchy to build and maintain executive support and partnership trust at Decision Maker/key levels within Client organizations
Team Leadership:
Metric Review: Provide consistent communication on individual/team measurements and results. Contribute to development of the annual competencies and metrics decision process
Team Culture / Diversity & Inclusion: Maintains a work environment that supports professional growth and aligns with Company core values
Employee Development: Continuously develop overall team performance, effectively utilizing team resources and implementing improvements. Assess strengths and developmental needs and provide timely, clear and objective coaching with each Manager and utilizing the Realogy Talent Management performance tools
Staff Selection: Partner with HR on the candidate requisition and interview process
Financial Accountability:
Health of the Account: Ensure Managers are taking action where appropriate to analyze and interpret client engagement data and are managing accounts in accordance with company standards
Account Profitability: Validate company goals for profitable engagements and understand components of revenue and operating cost. Coach team on new products. Responsible for team meeting established targets for new product sales (SOS), SLA’s, retention of existing business and profitability
Financial Impact on Cartus: Manage financial risk with Managers for further action. Monitor referral capture rates and Client strategies to convert to Cartus networks for realtors, mortgage services, moving services. Ensure Managers are pursuing solutions to mitigate aging AR and extended home sale inventory
Volume Forecasting: Monitor volume forecasting to ensure timely updates. Ensure written agreement from Clients on forecasting and/or documenting logic for volume decisions
Budget Planning: Assist VP with budget planning, cost estimating, accruals and expense projections. Ensure Managers are submitting timely expense reporting
Pricing Requests: Collaborate with finance team as required; ensure Managers are equipped to assess balanced, competitive and profitable pricing
Service Excellence:
Client and Customer Experience: Responsible for key Client relationships and oversight of the service experience through collaboration across the organization
Operations Team Support / Driving Operational Excellence: Partner with operations to establish procedures and processes to manage client relocations effectively
Support Team Collaboration: Collaborate with support team leadership and act as point of escalation. Support audit compliance, information security management and IT projects /enhancements
Managing Client Expectations: Engage as appropriate with Client leadership/decision makers to align program partnership expectations with Client contract and policy
Service Experience: Responsible for achieving metrics in satisfaction results and survey return rate. Coach Managers in developing and completing service recovery action plans
Organizational Contribution:
Internal Projects: Lead or participate in internal initiatives as required. Support company initiatives and change management
Mentoring: Act as mentor to colleagues interested in career growth and development
Subject Matter Expertise: Act as department liaison to ensure effective communication and process/product education
Position Qualifications:
- Five years plus experience in a managerial position in relocation/financial service field
- Demonstrated financial business management experience, system literacy, expat experience
- Global mobility experience required
- Bachelor’s degree or equivalent experience required
- Proven presentation skills
- Demonstrated leadership and management skills
- Management of multi-regional global engagements a plus
- Demonstrated relationship management skills required; sales experience a plus
- Available to Travel, as needed
KEY DIMENSIONS:
- Leadership/Matrix Management
- Strategic Thinking
- Building Capabilities
- Communication Skills – high level
- Organizational / Cultural sensitivity
- Account Management experience – managing multiple accounts
- Leadership/Coaching
- Performance Management
- Teamwork and Relationship Management
- Financial accountability
- Influencing / Persuasiveness/ Sales ability
- Analysis, Judgment, Decision Making
#LI-NW1
#LI-Remote
Employment Type
Full-time
Company
Cartus
Exciting News
We are excited to announce that Realogy is now Anywhere Real Estate Inc. It will take a few months for us to transition to our new brand. For more information about this change, please click here.
About Us
Realogy Holdings Corp. (NYSE: RLGY) is the leading and most integrated provider of U.S. residential real estate services, encompassing franchise, brokerage, and title and settlement businesses as well as a mortgage joint venture. Realogy’s diverse brand portfolio includes some of the most recognized names in real estate: Better Homes and Gardens® Real Estate, Century 21®, Coldwell Banker®, Coldwell Banker Commercial®, Corcoran®, ERA®, Sotheby’s International Realty®. Using innovative technology, data and marketing products, best-in-class learning and support services, and high-quality lead generation programs, Realogy fuels the productivity of independent sales agents, helping them build stronger businesses and best serve today’s consumers. Realogy’s affiliated brokerages operate around the world with approximately 190,000 independent sales agents in the United States and more than 112,000 independent sales agents in 113 other countries and territories.
At Realogy, diversity fuels success – for our company and for our employees. We strive to be the preferred company for diverse talent, committed to creating an inclusive environment that encourages everyone to succeed. We pursue talent – strategic thinkers who are eager to innovate, focused on execution and accountable for results. We value diversity – respecting backgrounds, cultures, perspectives.
You’ll find our commitment to diversity reflected in our achievements:
- Forbes 2020 Best Employers for Diversity.
- Recognized on the 2020 Human Rights Campaign Corporate Equality Index .
- Recognized for gender diversity on our board of directors by Executive Women of New Jersey and Women’s Forum of New York.
- First residential real estate company to endorse the Equality Act and fully support H.R. 1447 amending the Fair Housing Act to include LGBTQ+ as protected classes.
With diversity, we succeed together. We hope you’ll join us.
Cartus is the trusted industry leader, guiding clients through thousands of corporate relocation programs, large and small, unique and complex. Ideally equipped to lead, Cartus is ready to help your business – whenever, wherever your relocation program is headed. For more than 60 years, Cartus has helped relocating employees and their families find their way to new homes, new communities, and new experiences. We do it through an unwavering focus on listening and delivering services, solutions, and expertise that respond to their needs and the needs of their companies around the world. Whatever the move or location, we couple personal attention with the expertise gained through more than 4 million moves and a diverse client base.
Colorado Applicants Only
The base salary range for this position in Colorado is $84,268 to $115,000.
This position is eligible for incentive compensation in the form of a bonus.
EEO Statement
EOE AA M/F/Vet/Disability
