Account Management Manager - US Based Remote - Anywhere Real Estate
San Diego, CA
About the Job
Account Management Manager – must be located in US West Coast
SUMMARY: We are seeking a strategic individual to manage a portfolio of client accounts, working closely with the Director to ensure Cartus' success and profitability. The Manager will serve as a catalyst to increase revenue opportunities and monitor processes to meet client and Cartus strategies. This role involves collaboration with all support groups to ensure seamless delivery to clients and customers.
RESPONSIBILITIES:
Client Strategy:
+ Proposals: Develop and conduct presentations for current clients in RFPs, either independently or in partnership with the Director or VP. Participate in prospect best and finals, liaising with the sales team as required.
+ Contract Negotiations: Lead internal and external negotiations on pricing and contract terms for key engagements, in conjunction with the Director. Provide business cases to the Director for review with Cartus Leadership on low-margin pricing.
+ Implementations: Lead strategic and program discussions with clients during implementation meetings, partnering with all support teams.
+ Setting Goals: Develop and implement account-specific plans and strategies to achieve service, revenue, and profit goals. Track and measure client SLA performance statistics, service results, dashboards, and metrics.
+ Client Policy: Manage all aspects of policy through audits and team training, ensuring the business understands the client program. Provide coaching and support to operations for client policy management.
+ Cross-Selling: Understand the client contract and identify opportunities to sell Cartus products and services to generate increased revenue.
+ Client Reviews: Schedule and create platforms to review programs annually or as needed, strategizing with the Director or key stakeholders on insights and goals.
+ Client Projects: Manage or support client-specific projects, monitoring performance to meet established deadlines.
+ Client Satisfaction: Monitor Cartus' performance in meeting client-specific targets and leadership goals. Ensure tracking and reporting on SLAs and service recovery strategies.
+ Client Health: Build higher-level relationships and offer guidance on products, services, and operational processes that may affect the achievement of client and Cartus goals.
Financial Accountability:
+ Health of the Account: Analyze data to drive strategic direction regarding fees and profitability. Respond to credit reviews of client health and resolve open issues. Ensure billing accuracy by taking corrective action on contracts.
+ Operational Compliance: Ensure clients are aware of customer receivables and the plan to receive funds. Perform audits for new and updated contracts to ensure compliance with company requirements.
+ Account Profitability: Track and measure account margins through new product development, organic growth, and execution of services for retention of existing business.
+ Pricing Requests: Initiate and manage pricing requests, supporting pricing department objectives.
+ Financial Impact: Actively manage client receivables, including billing and aging, and understand the financial impact on Cartus.
+ Volume Forecasting: Anticipate and strategize with clients to prepare and establish business trends month over month.
Service Excellence:
+ Client and Customer Experience: Ensure overall client experience and collaboration throughout the Cartus organization to ensure customer satisfaction.
+ Operations Team Support: Collaborate and support operational initiatives, participate in process improvement, and train on client procedures, programs, and culture. Respond timely to requests requiring client interaction.
+ Support Team Collaboration: Collaborate and support internal department initiatives, participate in process improvements, and train on client programs and culture.
+ Managing Client Expectations: Ensure clients understand how their contracted services align with their program administration objectives. Review and agree on service delivery expectations.
+ Supplier Management: Act as a client advocate with network suppliers, effectively communicating the client's philosophy and needs regarding relocation policies and culture.
+ Service Experience: Achieve metrics in satisfaction results and survey return rates. Develop action plans to respond to feedback from client surveys and periodically pulse clients on satisfaction throughout the year.
Position Qualifications:
+ 3-5 years of related business experience in account management in domestic and/or international assignment management, relocation, real estate, or service industry.
+ Bachelor’s degree or equivalent experience required.
+ Ability to work independently, using initiative to accomplish client requests. Must be resourceful and possess strong interpersonal skills.
+ Presentation skills are highly desirable.
+ Demonstrated relationship management skills required; sales experience is a plus.
+ Availability to travel as needed.
Winning Behaviors:
+ Move with Integrity: Take trust seriously and earn it from our customers every day. Do what’s right and show up with excellence for those we serve.
+ Move with Heart: Bring a positive attitude, seek to understand, value, and respect one another and the significance of the work we do in people’s lives.
+ Move as One Team: Collaborate effectively, leveraging our advantages to achieve our shared vision and lead into the future together.
+ Obsess About Growth: Focus on making a big impact and accelerating growth. Prioritize the most important things that create value for customers and shareholders.
+ Always Find a Better Way: Explore and embrace what’s possible. Make things better, faster, and simpler. Be candid, curious, and agile. Challenge the status quo and pressure test assumptions.
+ Relentlessly Focus on Talent: Attract and retain phenomenal people. Perform with uncompromising standards of excellence, ethics, and accountability. Empower yourself and others to continually learn, improve, seek diversity, and thrive.
+ Achieve Exceptional Results: Take decisive action and deliver on commitments. Move with speed, plan for the unexpected, overcome barriers, and be resilient. Leverage facts and the wisdom of others to get the best results[1] (https://realogy-my.sharepoint.com/personal/wendy_fried_cartus_com/Documents/2024-anywhere-way-full-graphic%20%281%29.pdf?web=1) .
Cartus (https://cartus.com/en/) is leaning into its essence, Where Mobility Meets Agility®. With nearly 70 years in operation, Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee’s move across 190+ countries to facilitate a smooth transition in what otherwise may be a stressful process. The company supports hundreds of corporate and government clients—including more than a third of Fortune 100 companies—with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.
Anywhere Real Estate Inc (http://www.anywhere.re/) . (NYSE: HOUS) is moving the real estate industry to what’s next. A leader of integrated residential real estate services, Anywhere includes franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. The diverse Anywhere brand portfolio includes some of the most recognized brands in real estate Better Homes and Gardens® Real Estate (https://www.bhgre.com/) , CENTURY 21® (https://www.century21.com/) , Coldwell Banker® (https://www.coldwellbanker.com/) , Coldwell Banker Commercial® (https://www.cbcworldwide.com/) , Corcoran® (https://www.corcoran.com/) , ERA® (https://www.era.com/) , and Sotheby's International Realty® (https://www.sothebysrealty.com/eng) .
Using innovative technology, data and marketing products, high-quality lead generation programs, and best-in-class learning and support services, Anywhere fuels the productivity of its approximately 182,900 independent sales agents in the U.S. and approximately 133,100 independent sales agents in 117 other countries and territories, helping them build stronger businesses and best serve today’s consumers.
At Anywhere, we are empowering everyone’s next move – your career included. What differentiates us is our scale, expertise, network – and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction.
You’ll do work that has meaning, changes lives, and impacts communities. Here you can build a career across leading brands and businesses, have real meaningful impact, and connect with those who are just as passionate about making dreams possible.
We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value inclusion – respecting backgrounds, cultures, perspectives, and beliefs. Read more about our company’s inclusion efforts in our annual Corporate Social Responsibility Report (https://anywhere.re/wp-content/uploads/2024/02/FINAL_2023-CSR-REPORT_2.8.24.pdf) .
We are consistently recognized as an employer of choice by various organizations including:
+ TIME World’s Best Companies
+ Fortune’s Most Innovative Companies
+ Forbes World’s Best Employers
+ Forbes Best Employers for Diversity
+ Forbes World’s Top Companies for Women
+ Newsweek Most Trustworthy Companies in America
+ Ethisphere World’s Most Ethical Companies
EEO Statement: EOE including disability/veteran
SUMMARY: We are seeking a strategic individual to manage a portfolio of client accounts, working closely with the Director to ensure Cartus' success and profitability. The Manager will serve as a catalyst to increase revenue opportunities and monitor processes to meet client and Cartus strategies. This role involves collaboration with all support groups to ensure seamless delivery to clients and customers.
RESPONSIBILITIES:
Client Strategy:
+ Proposals: Develop and conduct presentations for current clients in RFPs, either independently or in partnership with the Director or VP. Participate in prospect best and finals, liaising with the sales team as required.
+ Contract Negotiations: Lead internal and external negotiations on pricing and contract terms for key engagements, in conjunction with the Director. Provide business cases to the Director for review with Cartus Leadership on low-margin pricing.
+ Implementations: Lead strategic and program discussions with clients during implementation meetings, partnering with all support teams.
+ Setting Goals: Develop and implement account-specific plans and strategies to achieve service, revenue, and profit goals. Track and measure client SLA performance statistics, service results, dashboards, and metrics.
+ Client Policy: Manage all aspects of policy through audits and team training, ensuring the business understands the client program. Provide coaching and support to operations for client policy management.
+ Cross-Selling: Understand the client contract and identify opportunities to sell Cartus products and services to generate increased revenue.
+ Client Reviews: Schedule and create platforms to review programs annually or as needed, strategizing with the Director or key stakeholders on insights and goals.
+ Client Projects: Manage or support client-specific projects, monitoring performance to meet established deadlines.
+ Client Satisfaction: Monitor Cartus' performance in meeting client-specific targets and leadership goals. Ensure tracking and reporting on SLAs and service recovery strategies.
+ Client Health: Build higher-level relationships and offer guidance on products, services, and operational processes that may affect the achievement of client and Cartus goals.
Financial Accountability:
+ Health of the Account: Analyze data to drive strategic direction regarding fees and profitability. Respond to credit reviews of client health and resolve open issues. Ensure billing accuracy by taking corrective action on contracts.
+ Operational Compliance: Ensure clients are aware of customer receivables and the plan to receive funds. Perform audits for new and updated contracts to ensure compliance with company requirements.
+ Account Profitability: Track and measure account margins through new product development, organic growth, and execution of services for retention of existing business.
+ Pricing Requests: Initiate and manage pricing requests, supporting pricing department objectives.
+ Financial Impact: Actively manage client receivables, including billing and aging, and understand the financial impact on Cartus.
+ Volume Forecasting: Anticipate and strategize with clients to prepare and establish business trends month over month.
Service Excellence:
+ Client and Customer Experience: Ensure overall client experience and collaboration throughout the Cartus organization to ensure customer satisfaction.
+ Operations Team Support: Collaborate and support operational initiatives, participate in process improvement, and train on client procedures, programs, and culture. Respond timely to requests requiring client interaction.
+ Support Team Collaboration: Collaborate and support internal department initiatives, participate in process improvements, and train on client programs and culture.
+ Managing Client Expectations: Ensure clients understand how their contracted services align with their program administration objectives. Review and agree on service delivery expectations.
+ Supplier Management: Act as a client advocate with network suppliers, effectively communicating the client's philosophy and needs regarding relocation policies and culture.
+ Service Experience: Achieve metrics in satisfaction results and survey return rates. Develop action plans to respond to feedback from client surveys and periodically pulse clients on satisfaction throughout the year.
Position Qualifications:
+ 3-5 years of related business experience in account management in domestic and/or international assignment management, relocation, real estate, or service industry.
+ Bachelor’s degree or equivalent experience required.
+ Ability to work independently, using initiative to accomplish client requests. Must be resourceful and possess strong interpersonal skills.
+ Presentation skills are highly desirable.
+ Demonstrated relationship management skills required; sales experience is a plus.
+ Availability to travel as needed.
Winning Behaviors:
+ Move with Integrity: Take trust seriously and earn it from our customers every day. Do what’s right and show up with excellence for those we serve.
+ Move with Heart: Bring a positive attitude, seek to understand, value, and respect one another and the significance of the work we do in people’s lives.
+ Move as One Team: Collaborate effectively, leveraging our advantages to achieve our shared vision and lead into the future together.
+ Obsess About Growth: Focus on making a big impact and accelerating growth. Prioritize the most important things that create value for customers and shareholders.
+ Always Find a Better Way: Explore and embrace what’s possible. Make things better, faster, and simpler. Be candid, curious, and agile. Challenge the status quo and pressure test assumptions.
+ Relentlessly Focus on Talent: Attract and retain phenomenal people. Perform with uncompromising standards of excellence, ethics, and accountability. Empower yourself and others to continually learn, improve, seek diversity, and thrive.
+ Achieve Exceptional Results: Take decisive action and deliver on commitments. Move with speed, plan for the unexpected, overcome barriers, and be resilient. Leverage facts and the wisdom of others to get the best results[1] (https://realogy-my.sharepoint.com/personal/wendy_fried_cartus_com/Documents/2024-anywhere-way-full-graphic%20%281%29.pdf?web=1) .
Cartus (https://cartus.com/en/) is leaning into its essence, Where Mobility Meets Agility®. With nearly 70 years in operation, Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee’s move across 190+ countries to facilitate a smooth transition in what otherwise may be a stressful process. The company supports hundreds of corporate and government clients—including more than a third of Fortune 100 companies—with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.
Anywhere Real Estate Inc (http://www.anywhere.re/) . (NYSE: HOUS) is moving the real estate industry to what’s next. A leader of integrated residential real estate services, Anywhere includes franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. The diverse Anywhere brand portfolio includes some of the most recognized brands in real estate Better Homes and Gardens® Real Estate (https://www.bhgre.com/) , CENTURY 21® (https://www.century21.com/) , Coldwell Banker® (https://www.coldwellbanker.com/) , Coldwell Banker Commercial® (https://www.cbcworldwide.com/) , Corcoran® (https://www.corcoran.com/) , ERA® (https://www.era.com/) , and Sotheby's International Realty® (https://www.sothebysrealty.com/eng) .
Using innovative technology, data and marketing products, high-quality lead generation programs, and best-in-class learning and support services, Anywhere fuels the productivity of its approximately 182,900 independent sales agents in the U.S. and approximately 133,100 independent sales agents in 117 other countries and territories, helping them build stronger businesses and best serve today’s consumers.
At Anywhere, we are empowering everyone’s next move – your career included. What differentiates us is our scale, expertise, network – and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction.
You’ll do work that has meaning, changes lives, and impacts communities. Here you can build a career across leading brands and businesses, have real meaningful impact, and connect with those who are just as passionate about making dreams possible.
We pursue talent – strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value inclusion – respecting backgrounds, cultures, perspectives, and beliefs. Read more about our company’s inclusion efforts in our annual Corporate Social Responsibility Report (https://anywhere.re/wp-content/uploads/2024/02/FINAL_2023-CSR-REPORT_2.8.24.pdf) .
We are consistently recognized as an employer of choice by various organizations including:
+ TIME World’s Best Companies
+ Fortune’s Most Innovative Companies
+ Forbes World’s Best Employers
+ Forbes Best Employers for Diversity
+ Forbes World’s Top Companies for Women
+ Newsweek Most Trustworthy Companies in America
+ Ethisphere World’s Most Ethical Companies
EEO Statement: EOE including disability/veteran
Source : Anywhere Real Estate