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.