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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.

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.