The Account Director develops the account management strategy for AXA Assistance USA's Travel business and ensures successful implementation through the team. He/She develops business programs to maintain accounts in the USA and Latin America. Additionally identifies opportunities to grow existing business and creates new business opportunities with existing clients on B2B and B2C basis through expanding accounts or obtaining new accounts with existing clients and developing new innovative products and services AXA Assistance can offer.
Maintains and develops existing and new business relationships with clients, leading to continuously increasing revenue and profit in conjunction with positive and timely client feedback and contract renewals.
Aligns with Sales, Finance and Account Management team to create and implement annual business plan, review strategic account plans including definition of target (existing) clients, lines of business and products.
Leads, manages and develops team effectively, including but not limited to performance management and compliance with process and procedures.
Defines and redefines Account Management and account servicing processes by proactively communicating initiatives and providing productive feedback, internally and externally. (Continuous improvement)
Ensures business plans and efforts maintain alignment to operations, including but not limited to monitoring SLAs to meet contract obligations.
Regularly exchanges expertise and knowledge with other business lines about products and product development to identify and execute business opportunities with existing and new clients.
Ensures sales opportunities and implementations are reported and communicated to all appropriate levels of the organization in a timely manner
Oversees and manages the RFP process is effectively and efficiently executed from requirements gathering to submission
Major Challenge
Managing multiple escalations, and urgent deadlines in tandem.
Maintaining good relationships with clients and managing to keep business if SLAs were not met
Minimum Education Requirements
Bachelor's degree in Marketing or related field of study or equivalent combination of experience sufficient to successfully perform the essential functions of the job
Work Experience
7 - 10+ years previous experience in a similar role
Knowledge, Skills, and Abilities
Exhibits AXA leadership competencies on a Managerial level
Excellent communication skills (oral, written, presentation skills)
Ability to clearly explain complex opportunities and translate prospect needs into well-defined process and service requirements
Persuasive, persistent, personable team player with an ambition to excel and maximize opportunities
Interpersonal skills to gain attention and collaboration at all levels internally and externally, leading to productive conflict resolution
Resourceful, problem solving, customer service orientation coupled with a keen sense for client and program financials
Self-motivated, structured, driven to maximize the value of business relationships and produce new business
Analytical skills, with a keen focus on identifying causes, building acceptance and support for resolution and improvement
Top 10% native level English and Spanish required.
In depth understanding of travel, financial institutions, insurance and assistance concepts and industries
Acts as an internal representative for the client account while ensuring organization interests and objectives are met.
Proven record with account retention and financial growth with large accounts.
Skillful negotiator with ability to maximize value to company and invent options for mutual gain
Understands, represents and communicates the value of the organization’s services and brand
Experience in banking (credit cards) and /or travel distribution
Ability to accurately forecast, plan and meet reporting requirements
Advanced knowledge of Microsoft Office tools
In depth understanding of and proven ability to be effective in various cultural settings, especially in the USA and Latin America
Preferred Skills
Preferred Education, Knowledge, Skills and Abilities :
Business education degree preferred
Business relations with Visa, Amex and/or Master Card preferred
Portuguese also desired, French could be a plus
Insurance, Hospitality and/or Health Industry experience a plus
Travel Assistance business experience preferred
International Benefits experience a plus; experience in handling international claims a plus
Accident and Health Insurance Licenses preferred, P&C a plus
Knowledge of Digital Distribution is preferred.
Experience with medical evacuation / assistance a plus
Experience in Concierge business preferred
Experience with TPA business a plus
Political Risk knowledge a plus
Work Environment
Work is performed within an office environment, with standard office equipment available.
Physical Factors
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 sit for extended periods of time; use hands to finger, handle, or feel the computer; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.
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