BCD Travel: Connect, collaborate and celebrate
Account Specialist (Remote)
Full time, China, Hong Kong, Singapore
As part of the Account Management department, the Account Specialist is responsible for responsible for design and development of customer reporting based on the interpretation of customer needs. This individual review output to assess compliance to expectations, canvasses customer reaction to output, and reports on successes and shortfalls in all parts of the process. This individual also acts as a liaison in information exchange and problem resolution. Responsible for establishing and maintaining client trust and loyalty and acts as the key client contact for all data and reporting needs. Responsible for understanding customer needs and providing consultative solutions. Ensures all customer requests are tracked and reported. Responsible for tracking all client deliverables and overseeing the accuracy and timeliness. Escalates client-impacting issues to management. Collaborates with peer groups to implement best practices in reporting and analysis.
As an Account Specialist, you will
Essential Job Functions:
- Support Divisional Operations and Regional Program Manager in understanding and defining customer reporting requirements. Objectively communicate pros and cons in the client’s request to the Regional Program Manager along with alternative cost-effective recommendations.
- Responsible for documenting all customer requirements into a Statement of Work (SOW), communicating impacts to Production and Quality Control (i.e.: RED modifications, script updates and CORREX development
- Ensure that all documents, reports, extracts and downloads are created within the guidelines and timeframes specified in the SOW, and that they are incorporated into the appropriate schedules, documents, routines and downloads.
- Manage ongoing needs assessment of clients’ and users’ data requirements to fulfill overall needs
- Distribute developed reports to the customer on a one-time basis or passed to the production team for inclusion in regularly scheduled distribution routines.
- Update database tracking, as required.
- Create SQL, and / or data normalization scripts for all CDS products.
- Maintain support for version control, corporate hierarchy structure, look up tables, data dictionaries and relationship with DBA on IT staff. Create and maintain software solutions to provide any needed interfaces.
- Support third party data acquisition, reporting software, and variety of databases
- Support product managers in related third-party software contracts and vendor relationships
- Keep abreast of emerging technologies and industry trends. Maintain a current knowledge of new releases, bugs and issues and communicate to the CDS Director. Oversee rollout of new releases and products and validating DLL’s. Serve as escalation point for vendor issues to the appropriate Product Manager. Create and facilitate productive users’ group
- Implement new accounts and perform reporting demonstrations when needed.
- Assist in updating report library
- Primarily interacts with internal contacts, however, periodically meets or speaks with assigned client base to review existing reporting requirements, making adjustments as required.
Client Trending
- Benchmarking, trending, data mining and data analytics – review client data for trends and areas important to client or industry changes – proactively communicate findings with program management team
Analytics
- Analyze customer travel patterns and make recommendations to program management for cost savings and productivity enhancements
Consultative
- Provide consultative input and delivery of strategic business reviews which may include presentation and/or delivery a as scheduled per program management and client needs
KPI/SLA Development
- Assists regional program manager in developing, implementing and delivery of KPIs and SLAs as agreed in the sale process, while ensuring proper framework is in place to deliver future consistent data
MI Management
- Works with global implementation and program management teams to ensure accurate and timely set-up and implementation of global MI
Training
- Organizes, provides or participates in regional program management training as needed or required
- Communication
- Gather and disseminate to GAM’s relevant market/country specific intelligence, ensuring best-in-class service delivery to BCD Travel clients resulting in process efficiencies and cost savings strategies within the internal organization.
Other:
- This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required for this position. The employee may be asked to perform other duties and responsibilities, as necessary.
About you
- Undergraduate degree in a related field
- Three (3) years of relevant experience
- Able to multi-task and manage workflow across different time zones
- Minimum three (3) years of travel industry experience
- Proven flexibility and adaptability in effectively driving results and developing/implementing process strategies in an environment of changing priorities
- Experience with account planning, execution
- Strong decision making and problem-solving skills
- Strong collaborating and influencing skills
- Ability to work with complex global initiatives
- Work independently in the absence of supervision
About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.
Your life at BCD
Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.
You’ll be offered
- Flexible working hours and work-from-home or remote opportunities
- Opportunities to grow your skillset and career
- Generous vacation days so you can rest and recharge
- A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
- Travel industry professional perks and discounts
- An inclusive work environment where diversity is celebrated
Ready to join the journey? Apply now!
We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we encourage you to apply. You may be just the right candidate for this or other positions.
