Account Manager

Position Overview

The Account Manager at Encore serves as a trusted strategic partner to our clients,   acting as the central relationship builder across all stakeholders involved in their travel program.   This role is responsible for cultivating deep, long-term partnerships, understanding evolving business needs,   and orchestrating cross-functional collaboration to deliver exceptional value and service outcomes.

Key Responsibilities

1. Client Relationship Management

Serve as the primary point of contact and strategic advisor.

Build strong, trust-based relationships with executives, procurement, HR, travel arrangers, and travelers.

Maintain ongoing communication cadence tailored to stakeholder needs.

Act as the voice of the client internally.

2. Strategic Program Development & Consultation

Conduct ongoing discovery to understand client business models and goals.

Develop and execute strategic account plans.

Analyze program data to provide actionable insights.

Guide clients in adopting new technologies and policy updates.

3. Stakeholder Engagement & Collaboration

Engage a broad range of internal and external stakeholders.

Facilitate collaboration with operations, technology, finance, supplier relations, and support teams.

Lead quarterly business reviews.

4. Program Performance & Reporting

Monitor account health using KPIs and client-specific metrics.

Identify opportunities for savings and efficiency.

Provide compelling program summaries and dashboards.

Maintain oversight of program compliance and satisfaction.

5. Issue Resolution & Service Advocacy

Identify potential service issues early and intervene proactively.

Manage escalations professionally.

Drive corrective actions to prevent recurrence.

6. Account Growth & Retention

Identify opportunities to expand account value.

Strengthen long-term retention.

Support RFPs and renewals as needed.

Requirements

Do You Have What It Takes?

If you’re passionate about building and maintaining relationships and excel at delivering exceptional service, you’ll thrive in this role. Key qualifications include :

• Proven ability to establish strong relationships with clients, becoming a trusted advisor.
• Excellent verbal and written communication skills, with the ability to tailor messaging for diverse audiences.
• Proficiency in analyzing data and identifying actionable insights to improve results.
• Thrives in a fast-paced, evolving environment while juggling multiple priorities.
• Committed to understanding and anticipating client needs, delivering solutions that exceed expectations.
• Ability to negotiate contracts and agreements with vendors to secure the best value for clients.
• Self-driven with strong project management skills and resourcefulness to navigate challenges independently.
• Bilingual (English and French) is an asset