Job Description

Support the Account Manager in achieving client satisfaction, maximizing client retention, and increasing Share Of Solutions (SOS). Ensure quality customer service by addressing and resolving client complaints and service issues. Recommend process improvements as needed. Assist the Account Manager with project development, deliverables, and billing. Act as the primary client contact in the Account Manager's absence.

• Obsess about Growth: Focus every day on making a big impact and accelerating growth. Research and resolve client billing issues, monitor client invoicing and manage aged debt issues, and assist in monitoring client SLAs, CTQs, and service rating goals.
• Always Find a Better Way: Foster positive relationships with Cartus’ internal departments and external suppliers. Explore and embrace what is possible by maintaining data integrity, creating and analyzing reports, and recommending revisions to client policies.
• Achieve Exceptional Results: Take decisive action and deliver on your commitments. Create and produce client dashboard reports, advocate for clients with suppliers, participate in client meetings, and assist in preparing for quarterly and annual client meetings, proposals, presentations, and projects.
• Relentlessly focus on talent:This role is designed to provide progressive exposure to Account Management responsibilities. The employee will develop client relationship management, commercial, project leadership, and strategic account management skills, creating a pathway toward future Account Manager opportunities.

Your Role & Accountabilities:

• Research and resolve client billing issues.
• Monitor client invoicing and manage aged debt issues.
• Maintain data integrity for client matrix requirements.
• Assist in monitoring client SLAs, CTQs, and service rating goals.
• Create and produce client dashboard reports; propose effective solutions to meet goals.
• Analyze reports related to account management issues and initiatives.
• Maintain accurate reporting by updating internal databases.
• Advocate for clients with suppliers, communicating client needs and relocation policies.
• Foster positive relationships with Cartus’ internal departments and external suppliers.
• Review and recommend revisions to client policies.
• Conduct ad hoc and routine analysis of client expenditures and volume goals.
• Participate in client meetings as requested.
• Assist in preparing for quarterly and annual client meetings, proposals, presentations, and project.
• Serve as first point of contact for initiation-related questions from clients & internal teams
• Coordinate and follow through on client action items arising from meetings, reviews, audits, and projects.
• Support implementation of new client policy and policy changes
• Coordinate set up of new client divisions and service scope, liaising with cross-functional teams to ensure compliance, commercial strength & successful delivery
• Lead continuous improvement initiatives with providers
• Lead selected client meetings, participate in strategic partnership reviews, lead project discussions
• Prepare client-facing recommendations and present findings
• Build and maintain relationships with internal and external stakeholders
• Collaborate with the Account Manager to identify opportunities to expand services and increase Share of Solutions (SOS).
• Represent the account within internal stakeholder forums and cross-functional meetings.
• Act as a trusted partner by taking ownership of defined client programmes
• Lead and coordinate client projects from project planning through implementation, including stakeholder management, timeline tracking, risk management, communication, and reporting
• Support contract deliverables, renewal discussions and governance requirements across assigned accounts.
• Analyze account trends and provide recommendations to drive value for the client and CartusHow You Succeed:
• Our winning behaviors represent how we succeed and what we believe in, they shape our culture, and enable our employees and business to continuously thrive. Always aspire to role model these.
• Obsess about Growth focus every day on making a big impact and accelerating growth
• Relentlessly Focus on Talent: be the reason we attract and keep phenomenal people
• Always Find a Better Way explore and embrace what is possible
• Achieve Exceptional Results take decisive action and deliver on your commitments
• Who You Are:

• Demonstrated ability to build credibility and influence stakeholders at multiple levels.

• Experience leading projects or coordinating cross-functional initiatives.

• Strong commercial awareness and understanding of client business objectives.

• Ability to communicate confidently with senior client stakeholders.

• Proven ability to manage competing priorities while maintaining high levels of client satisfaction.

• Demonstrated leadership potential and desire to progress into an Account Management role.

• Demonstrated ability to drive outcomes and maintain momentum in complex or ambiguous situations.

• Thrives in fast-paced environments, progressing work independently

• Able to provide financial management

• Experience in identifying, researching, and analyzing complex information.
• Ability to manage multiple tasks and meet specific deadlines.
• Strong client/customer service focus with an emphasis on consultative partnering and relationship building.
• Demonstrated problem-solving and issue resolution skills.
• Commercial business experience.
• Innovative and resourceful mindset.
• Excellent communication and influencing skills.
• Strong planning, project, and organizational skills.

• Advanced proficiency in relevant systems and applications.

  Experience You Need:

• Experience in the relocation industry or a related field.
• Familiarity with Cartus’ services and solutions.
• Ability to work collaboratively in a team environment.
• Strong analytical and critical thinking skills.

• Proactive approach to identifying and addressing client needs.

  About Cartus:

  Cartus, founded in 1955, is a leading provider of global relocation solutions. We offer a comprehensive range of services, including logistical support, international assignment compensation, intercultural and language training, and consulting solutions. Our mission is to help relocating employees and their families find their way to new homes, new communities, and new experiences. We are headquartered in Danbury, Connecticut, with additional offices worldwide. Cartus is committed to innovation, adapting to market dynamics, and maintaining a strong, stable foundation to execute our bold vision of being a tech-enabled service company. We prioritize diversity, equity, inclusion, and belonging, which strengthens our teams and fuels our success.

Cartus 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.