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Collinson Silos and Feeding Solutions · 2 months ago

Bilingual Sr. Client Services Account Manager (Spanish)

Kanosh, UT

Full-time

Onsite

Senior Level

5+ years exp

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. The Bilingual Senior Client Services Account Manager (Spanish) is responsible for the strategic and operational management of key global Travel Experience client accounts, ensuring seamless service delivery and driving operational excellence.

AgricultureConstructionManufacturingSales

Responsibilities

Responsible for the operational management of key global Travel Experience (TE) clients, providing expertise to support change initiatives, standardize global operational processes, and address critical application issues

Represent the Operations Team in company-wide projects that impact your Client

Acquire and maintain a high level of knowledge of the operational, systems, contractual and financial aspects of your accounts

Understand Client needs and requirements and work closely with the business to implement correctly

Monitor staffing needs and ensure that adequate resources are available to maintain and exceed customer expectations

Implement key measurement objectives and report on progress and provide ongoing feedback to staff relative to performance and expectations

Identifies when account management issues should be escalated internally for oversight and response

Derive and contribute to the creation of new operational solutions to meet the commercial needs of the business

Actively participate where required in the revision of globally shared processes, utilizing data to identify gaps and opportunities for operational excellence

Organize and manage the documenting of processes for training, education and business awareness

Ownership of sharing processes, useful information and updates with regional operations teams

Contribute and lead from operational view on business projects as directed to close the gap between current and desired state through process innovation, team management, system changes and continued improvements

Work towards meeting SLA’s and KPI’s with team in alignment to account Master Service Agreements

Oversee the daily activities performed by Client Ops staff associated with all global clients that have engagements with Collinson

On-boarding of clients to agreed implementation specifics and timelines

Investigate and resolve client disputes and complaints in a timely and satisfactory manner, ensuring issues are logged and trends analyses where appropriate

Creation and distribution of account information, management information and reporting

Ownership of Communication with Clients on a regular basis including responses to specific queries and requests

Coordinate with Commercial teams to manage the seamless handover and onboarding of new clients according to agreed timelines and specifications

Coordinate Data feed implementations/migrations

Producing/distributing monthly reports to clients

Liaise with and coordinate internal departments to ensure new deal requirements are briefed promptly and correctly and that deals are implemented in line with SLA's

Ensure new deals, implementations, and system developments are tested, validated, and signed off in alignment with internal business processes

Understand Client needs and requirements and work closely with the business to implement correctly

Team size 3-5 people

Responsible for processes (meeting SLAs and KPIs)

Subject matter experts, introducing, involved in changed programs

Any other tasks deemed appropriate by management