Customer Service & Support Jobs in Melville, NY (Now Hiring) — 108 open — Page 6

API is seeking seasoned professional to join our company in the role of an Account Manager. The position will be based in our headquarters office located in Melville, New York.  The Account Manager is the client’s main point of contact.  These roles will actively manage existing client relationships with our Airline, Cruise Line and Hotel partners; focused on the best interests of our clients and API at all times. 

Essential Functions

Sourcing

• Oversee the direction of existing API accounts with the goal of maximizing prevailing relationships to expand market/wallet share versus preassigned revenue quota. This will include working closely with Research & Sourcing team to provide all details of a destination to ensure a seamless approach to sourcing the destination.
• Assist with the sourcing of destinations by initiating the RFP process and being sensitive to supplier relationships. 
• Total responsibility for ensuring the RFP results are documented in the customer destination presentation in an accurate, detailed oriented manner and the presentation meets the needs of the client, demonstrates a level of savings and meets the revenue goals of API.
• Strategic planning and organizing in order to maximize API revenue, as well as client savings goals; including but not limited to sourcing timelines for expiring contracts and contract renewal.

 Site Inspections

• Conduct hotel site inspections domestically and internationally when required with customers ensuring each property meets client criteria.

Contracting

• Execute hotel contract negotiations on behalf of the Airline, contract renewals, and addendums. Keen ability to negotiate mutually beneficial contract terms and conditions. 
• Monitor market conditions in each serviced destination to ensure the best rates, amenities and contract terms are maintained throughout the hotel contract.
• Conduct risk management for each destination the client services to proactively manage any potential risks to the contract based on changes to that hotel or market and negotiate terms that will positively impact our client.
• Proactively pursue and maintain, at all times, the best hotel relationships where the client has contracted.

 Day to Day Account Management

• Work closely with the other members of the sales team to ensure client needs are met at all times and share leads that are uncovered by your communication with both the hotels and the airlines.

 CrewCare

• Manage crew member feedback via our online portal for all assigned accounts ensuring any complaints are addressed in a timely fashion accordingly with our hotel partners and documented.
• Add new hotels to the system and ensure all information is accurate.  Delete inactive hotels.

 Hotel Express

•  Ensure negotiated rates for Crew, Business and Leisure Travel and loaded and maintained properly on Hotel Express for clients. 

ACES

• Verify all hotel contract information is loaded properly into ACES for OPS and for Accounting.
• Review ACES schedules monthly to ensure hotels are downloading their schedules.  Assist OPS department with follow up with the hotels about the schedules.
• Verify client back up list is accurate and loaded into ACES for OPS.

 CRM

• Ensure all revenue opportunities are in the CRM with accurate business start dates.
• Ensure all hotel/airline and API commission contracts are loaded, executed and attached to the CRM.
• Maintain all flight information
•  Fully understand the client’s business and ensure all deliverables are being met for a successful relationship
• Strive to create increased value for the client by providing new points of view and recommendations that are align with desired business goals
• Work closely with the Business Development team to ensure a smooth client transition from contract signing to implementation
• Independently lead and make decisions that properly balance the needs of the client and API
• Manage all client communications ranging from weekly performance meetings to business reviews
• Own internal communications to the cross functional team on client performance, strategies and needs
• Become knowledgeable in all API technology platforms to ensure clients are align with appropriate software solution

Competencies

• Problem Solving/Analysis
• Building Relationships
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

 
Supervisory Responsibility
None
 
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, normal core business hours. Occasional evening and weekend work may be required as job duties demand.

Travel
This position requires travel up to 25%.

Required Education and Experience

• Minimum of 3 years of experience in the travel industry and working closely with hotels is a must
• Preferred Bachelor’s degree in business administration, sales and marketing or related field
• Ability to effectively manage work load in a fast paced atmosphere relying on extensive experience and judgment to plan and accomplish goals.
• Shows attention to detail and the ability to produce high quality work
• Ability to positively present API in customer facing situations
• Attention to detail and the ability to produce high quality work is a must.
• Strong Microsoft Office computer skills, with emphasis on Excel
• Exceptional verbal and written communication skills
• Customer service and client relationship skills
• Ability to work with and understand diverse cultures here and abroad
• An organized self-starter who can work proactively and independently
• Able to multi task and work well under strict deadlines and fast paced environment
• Flexible schedule and limited travel availability needed based on business needs.

Preferred Education and Experience
Bi-lingual is a plus

Compensation Range
The good faith salary compensation for this role based at our headquarters on Long Island is between $60,000 to $70,000.00 USD annually, commensurate with experience.  Plus, annual discretionary bonus.

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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