Account Executive Account Management

Role Overview

Support the Account Manager in achieving client satisfaction, maximizing client retention, and increasing Share Of Solutions (SOS). Ensure quality customer service by addressing and resolving client complaints and service issues. Recommend process improvements as needed. Assist the Account Manager with project development, deliverables, and billing. Act as the primary client contact in the Account Manager's absence.

Key Accountabilities

• Obsess about Growth:

  • Focus every day on making a big impact and accelerating growth.
  • Research and resolve client billing issues.
  • Monitor client invoicing and manage aged debt issues.
  • Assist in monitoring client SLAs, CTQs, and service rating goals.

• Always Find a Better Way:

  • Foster positive relationships with Cartus’ internal departments and external suppliers.
  • Maintain data integrity for client matrix requirements.
  • Create and analyze reports.
  • Recommend revisions to client policies.

• Achieve Exceptional Results:

  • Take decisive action and deliver on your commitments.
  • Create and produce client dashboard reports.
  • Advocate for clients with suppliers.
  • Participate in client meetings.
  • Assist in preparing for quarterly and annual client meetings, proposals, presentations, and projects.

• Relentlessly focus on talent:

  • This role is designed to provide progressive exposure to Account Management responsibilities.
  • Develop client relationship management, commercial, project leadership, and strategic account management skills.
  • Create a pathway toward future Account Manager opportunities.

Daily Responsibilities

• Research and resolve client billing issues.
• Monitor client invoicing and manage aged debt issues.
• Maintain data integrity for client matrix requirements.
• Assist in monitoring client SLAs, CTQs, and service rating goals.
• Create and produce client dashboard reports; propose effective solutions to meet goals.
• Analyze reports related to account management issues and initiatives.
• Maintain accurate reporting by updating internal databases.
• Advocate for clients with suppliers, communicating client needs and relocation policies.
• Foster positive relationships with Cartus’ internal departments and external suppliers.
• Review and recommend revisions to client policies.
• Conduct ad hoc and routine analysis of client expenditures and volume goals.
• Participate in client meetings as requested.
• Assist in preparing for quarterly and annual client meetings, proposals, presentations, and projects.
• Serve as first point of contact for initiation-related questions from clients & internal teams.
• Coordinate and follow through on client action items arising from meetings, reviews, audits, and projects.
• Support implementation of new client policy and policy changes.
• Coordinate set up of new client divisions and service scope, liaising with cross-functional teams to ensure compliance, commercial strength & successful delivery.
• Lead continuous improvement initiatives with providers.
• Lead selected client meetings, participate in strategic partnership reviews, lead project discussions.
• Prepare client-facing recommendations and present findings.
• Build and maintain relationships with internal and external stakeholders.
• Collaborate with the Account Manager to identify opportunities to expand services and increase Share of Solutions (SOS).
• Represent the account within internal stakeholder forums and cross-functional meetings.
• Act as a trusted partner by taking ownership of defined client programmes.
• Lead and coordinate client projects from project planning through implementation, including stakeholder management, timeline tracking, risk management, communication, and reporting.
• Support contract deliverables, renewal discussions and governance requirements across assigned accounts.
• Analyze account trends and provide recommendations to drive value for the client and Cartus.