Account Manager

Encore Travel; Montreal (administrative region); On-site; CAD 65,000 - 85,000; Full time

Job summary

A travel service company in Montreal seeks an experienced Account Manager to enhance client relationships and ensure exceptional service delivery. The role involves developing strategic account plans, monitoring performance metrics, and engaging with multiple stakeholders. Ideal candidates should possess strong relationship-building and analytical skills, with bilingual capabilities being advantageous. Join us to drive client satisfaction and account growth in a dynamic environment.

Qualifications

• Proven ability to establish strong relationships with clients, becoming a trusted advisor.
• Excellent verbal and written communication skills, adaptable to diverse audiences.
• Proficient in analyzing data to identify actionable insights for improvement.
• Thrives in fast-paced environments while managing multiple priorities.

Responsibilities

• Serve as the primary point of contact and strategic advisor.
• Develop and execute strategic account plans.
• Monitor account health using KPIs and metrics.
• Identify service issues and manage escalations.

Skills

Client relationship management

Analytical skills

Communication skills

Project management

Negotiation

Bilingual (English and French)

Job description

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