Director of Account Management
This position is open to candidates based in the Philadelphia area or remotely within the Eastern or Central Time Zones.
Role Overview
As Director, Account Management, you will lead a high-performing account management team responsible for delivering an exceptional post-sale client experience across a portfolio of corporate travel accounts. You will strengthen client partnerships, drive retention and long-term loyalty, and ensure clients realize ongoing value from their relationship with World Travel, Inc.
As a strategic leader, you will serve as a trusted advisor to clients, develop and coach your team, and partner across the organization to deliver outstanding client outcomes. You will help shape how World Travel, Inc. engages with clients after the sale by fostering consultative relationships, driving operational excellence, and identifying opportunities to deepen partnerships and support business growth.
You will translate client needs into action, balance competing priorities, and lead a team that consistently delivers value to clients and the business.
Key Outcomes
- Build strong, trusted client relationships that drive satisfaction, retention, and long-term loyalty.
- Develop a high-performing account management team with strong consulting, relationship management, and problem-solving capabilities.
- Position World Travel, Inc. as a valued strategic partner through consultative guidance and proactive client engagement.
- Deliver consistent, high-quality account management services through effective collaboration and operational discipline.
- Foster a culture of accountability, continuous improvement, and client-focused decision-making.
Core Responsibilities
- Lead, coach, and develop a high-performing account management team that delivers exceptional client experiences.
- Establish clear expectations, provide ongoing coaching, and support team members in client consultations, business reviews, presentations, and complex issue resolution.
- Build and maintain relationships with key client stakeholders, including travel managers, program leaders, and executive sponsors.
- Serve as a senior point of contact for strategic client discussions, escalations, and relationship management.
- Partner with clients to understand business objectives, identify opportunities, and recommend solutions that enhance program performance and business outcomes.
- Collaborate with Operations, Client & Consulting Services, Business Solutions, and other internal teams to ensure seamless service delivery and successful client outcomes.
- Leverage reporting, insights, and industry knowledge to identify trends, address risks, and support informed decision-making.
Core Competencies
- Commercial Acumen: You understand client business objectives, identify opportunities to create value, and contribute to client retention, growth, and long-term partnership success.
- Client & Stakeholder Effectiveness: You build trusted relationships, navigate complex stakeholder environments, and deliver exceptional client experiences.
- Strategic Thinking: You connect client needs and team priorities to broader business goals, identify opportunities, and contribute to organizational success.
- Driving Performance: You establish clear expectations, coach effectively, and create accountability for individual and team results.
- Problem Solving & Adaptability: You navigate complexity, anticipate challenges, and respond effectively to changing priorities and business needs.
- Communication & Collaboration: You communicate with clarity, influence stakeholders, and foster strong partnerships across teams.
- Execution & Accountability: You translate priorities into action, drive follow-through, and consistently deliver results.
- Financial Acumen & Use of Data: You use data, insights, and business metrics to guide decisions, improve outcomes, and support client and organizational objectives.
Profile of Success
You are a relationship-driven leader who enjoys developing people, solving complex challenges, and helping clients achieve their goals. You balance strategic thinking with execution and are energized by building strong partnerships that create value for clients, employees, and the business.
- You bring leadership experience in corporate travel management, consulting, account management, customer success, or a related client-facing environment.
- You have successfully developed and coached teams responsible for client retention, service delivery, and relationship management.
- You are skilled at building credibility with client stakeholders, including senior leaders and executive sponsors.
- You take a consultative approach to understanding client needs and delivering meaningful solutions.
- You combine strong business judgment with exceptional communication and relationship-building skills.
- You are comfortable using data and insights to inform decisions, solve problems, and improve performance.
- You have gained your expertise through professional experience, formal education, or a combination of both.
- You are energized by developing talent, strengthening client partnerships, and driving continuous improvement.
Travel & Work Environment
You will thrive in this role if you enjoy balancing the flexibility of remote work with the opportunity to build meaningful relationships through in-person engagement.
This role includes regular travel, typically up to 15 days per month, for client meetings, company events, conferences, and industry gatherings. These interactions play an important role in strengthening partnerships, deepening client understanding, and representing World Travel, Inc. as a trusted industry leader.
To be successful, you should be comfortable working from a professional home office environment and traveling independently, including occasional overnight travel.
