RESPONSIBILITIES:
Client Strategy:
Proposals : Develop and conduct presentations for current clients in RFP alone or in partnership with Director or VP as required. Participate in prospect best and finals liaise with sales team as require
Contract Negotiations : In conjunction with Director, may lead the internal and external negotiation on pricing and contract terms for key engagements. Responsible for providing business case to director to review with Cartus Leadership on low margin pricing
Implementations: Participate and lead strategic and program discussions with Client during implementation meetings, partner with all support teams
Setting Goals: In conjunction with the Director, develop/implement account specific plans and strategies to achieve service, revenue, and profit goals. Develop, track and measure on Client SLA performance statistics, service results, dashboards and metrics
Client Policy : Responsible for all aspects of policy, both through audit and team training, ensuring the business understands the Client program. Provides coaching and support to operations for Client policy management
SOS/Cross Selling: Have a thorough understanding of the Client contract and selling opportunities of Cartus products/services to generate increased revenue
Client Reviews: Schedules and creates platform to review program annually or as needed, strategizes with Director or key stakeholders on insights and goals for the review Ensures the review addresses concepts from previous meetings/reviews or drives new opportunity
Client Projects : Manage or support Client specific projects. Responsible for monitoring performance and ensuring team time and effort is progressing to meet established deadlines
Client Satisfaction : Monitor performance and actions of Cartus in meeting Client specific targets and Cartus Leadership goals. Ensure Cartus is tracking and reporting on SLAs and service recovery strategies
Client Health : Penetrate higher-level relationships and offer trusted guidance on product/services, operational processes and obstacles that may affect the achievement of client and Cartus goals
Team Culture / Diversity & Inclusion: Contributes to work environment that fosters team collaboration, cooperation, respect and ethical behavior
Health of the Account: Analyze data and driving strategic direction in regards to fees and profitability. Respond to Credit review of the Client health and resolve open issues. Accountable for billing accuracy by taking corrective action on contracts
Operational Compliance: Ensure Client is aware of the Customer receivables, the plan to receive the funds, and determine if/when Client should be billed for a receivable. Perform audits for new and updated contracts to ensure compliance with company requirements
Account Profitability: Track and measure account margins through new product development, organic growth and execution of services for retention of existing business
Pricing Requests: Initiate and manage pricing requests and support pricing department objectives
Financial Impact on Cartus: Understand and actively manage Client receivables, i.e billing, and aging and have a working knowledge of all financial impact to Cartus when managing objectives
Volume Forecasting : Anticipate and strategize with Clients to prepare and establish business trends month over month
Budget Planning: Assist Director with budget planning, cost estimating, accruals and expense projection
Client and Customer Experience : Responsible for overall Client experience and collaboration throughout Cartus organization to ensure Customer satisfaction
Operations Team Support / Driving Operational Excellence : Collaborate and support operational initiatives; participate in process improvement and training on Client procedures/programs/culture. Respond timely to requests requiring client interaction
Support Team Collaboration : Collaborate and support internal department initiatives, participate in process improvements and training on Client programs/culture
Managing Client Expectations : Ensure the Client has a clear understanding of how their contracted services align to their program administration objectives. Review and agree on service delivery expectations
Supplier Management : Act as Client advocate with network suppliers by effectively communicating the Client's philosophy and needs with regard to relocation policies and culture
Service Experience : Client Survey: Responsible for achieving metrics in satisfaction results and survey return rate. Responsible for putting together action plans to respond to feedback provided on Client surveys. Periodically pulse Clients on satisfaction throughout the year. Customer Surveys: Educate operations on Client culture and service requirements
Internal Projects: Participate in internal initiatives and support company objectives when identifying key opportunities for changes
Mentoring :Act as mentor to colleagues interested in career growth and development
Subject Matter Expertise: Act as department liaison, as appropriate, to ensure effective communication and process/product education
Team Leadership:
Financial Accountability:
Service Excellence:
Organizational Contribution:
Position Qualifications:
3-5 years related business experience in Account Management in domestic and/or international assignment management, relocation, real estate or service industry
Bachelor's degree or equivalent experience required
Able to work independently, using self-initiative to accomplish Client requests. Must be resourceful and possess strong interpersonal skills
Presentation skills highly desirable
Demonstrated relationship management skills required; sales experience a plus
Available to travel, as needed
Key Dimensions:
Demonstrated experience in a service environment
Strong Communicator
Account Management experience - managing multiple accounts
Leadership
Collaboration
Relationship Management
Financial savvy and analysis
Influencing and Negotiation skills
Cultural sensitivity
Judgement and Decision making
Project management
Cartus (https://cartus.com/en/) is leaning into its essence, Where Mobility Meets Agility® . With nearly 70 years in operation, Cartus is an industry leader in global talent mobility and corporate relocation services. Cartus manages all aspects of an employee's move across 190+ countries to facilitate a smooth transition in what otherwise may be a stressful process. The company supports hundreds of corporate and government clients-including more than a third of Fortune 100 companies-with domestic and international mobility, recruitment and talent management, outsourcing, policy consulting and DEI mobility solutions, international assignment compensation and gross-up services, remote and hybrid workforce solutions, and language and intercultural solutions. Cartus is a subsidiary of Anywhere Real Estate Inc.
Anywhere Real Estate Inc. (http://www.anywhere.re/) ? (NYSE: HOUS) is moving real estate to what's next. Home to some of the most recognized brands in real estate?Better Homes and Gardens® Real Estate (https://www.bhgre.com/) ,?Century 21® (https://www.century21.com/) ,?Coldwell Banker® (https://www.coldwellbanker.com/) ,?Coldwell Banker Commercial® (https://www.cbcworldwide.com/) ,?Corcoran® (https://www.corcoran.com/) ,?ERA® (https://www.era.com/) , and?Sotheby's International Realty® (https://www.sothebysrealty.com/eng) , we fulfill our purpose to empower everyone's next move through our leading integrated services, which include franchise, brokerage, relocation, and title and settlement businesses, as well as mortgage and title insurance underwriter minority owned joint ventures. Anywhere supports nearly 1 million home sale transactions annually and our portfolio of industry-leading brands turns houses into homes in more than 118 countries and territories across the world.
At Anywhere, we are empowering everyone's next move - your career included. What differentiates us is our scale, expertise, network, and unique business model that positions us as a trusted advisor throughout every stage of the real estate transaction. We pursue talent - strategic thinkers who are eager to always find a better way, relentlessly focus on talent, obsess about growth, and achieve exceptional results. We value our people-first culture, which thrives on empowerment, innovation, and cross-company collaboration as we keep moving the world forward, together. Read more about our company culture and values in our annual Impact Report (https://anywhere.re/wp-content/uploads/2025/03/2024-Impact-Report.pdf) .
We are proud of our award-winning culture and are consistently recognized as an employer of choice by various organizations including:
Great Place to Work
Forbes World's Best Employers
Newsweek World's Most Trustworthy Companies
Ethisphere World's Most Ethical Companies
EEO Statement: EOE including disability/veteran
