Global Account Manager

Position Title: Global Account Manager

Reports to: Strategy Director (or Sr. Director of Operations)

Location: Chicago, IL

Type: Full-Time, Exempt

Overview:

The Global Account Manager (GAM) is responsible for managing and nurturing Client relationships, acting as the main point of contact throughout the consulting, contracting, and planning processes. The GAM ensures Client satisfaction by understanding their needs, maintaining consistent communication, and facilitating the delivery of high-quality event related solutions. This role works closely with the Strategy Director, Director of Meetings & Incentives, and other departments to ensure that Client objectives are met and exceeded.

Key Responsibilities:

1. Client Engagement and Relationship Management
   • Serve as the primary point of contact for Clients, managing all aspects of Client communication, from initial inquiry through post-event debriefs to restart our Design-to-Debrief process.
   • Build and maintain strong relationships with Clients, understanding their needs, expectations, and long-term goals.
   • Develop a deep understanding of each Client’s business objectives and help the Strategy Director ensure that event strategies align with these goals.
   • Proactively identify opportunities to enhance the Client experience and offer additional services or event solutions.
2. Sales and Business Development
   • Identify opportunities for providing additional services and event enhancements.
   • Assist the Strategy Director in developing proposals for new Clients, providing insights into Client needs and preferences.
   • Help the Agency grow by building long-term relationships that lead to repeat business and referrals.
   • Masterfully navigate and negotiate contractual relationships between the Agency and its Clients.
   • Lead the Client contracting process.
   • Work with senior leadership to develop pricing strategies, templates, and strategic pricing initiatives.
3. Client Onboarding and Event Design
   • Lead formal Client onboarding process, ensuring that all key information is captured and communicated to the internal planning team.
   • Collaborate with the Strategy Director to develop customized event strategies that align with Client goals.
   • Help guide Clients through the event design process, empowering them to articulate their event narrative, benchmark it, and design for intended outcomes and objectives.
4. Client Experience and Project Communication
   • Work closely with the Director of Meetings & Incentives to ensure that all aspects of the event planning and execution process meet the Client’s expectations.
   • Facilitate regular check-ins with Clients to provide updates on project progress, address concerns, and gather feedback.
   • Ensure that all Client requirements are communicated clearly to internal teams, ensuring alignment between the Client’s vision event design, and onsite execution.
   • Manage Client expectations throughout the project lifecycle, balancing Client needs with internal capacity and resources.
   • Monitor project timelines, ensuring milestones are met by both Client and Agency, and keeping the Client informed about the progress.
5. Issue Resolution and Client Satisfaction
   • Address Client concerns promptly and effectively, ensuring a high level of Client satisfaction throughout the event planning process.
   • Proactively manage potential issues, escalating to the Sr. Director of Operations or Strategy Director as necessary.
   • Conduct post-event follow-ups with Clients to gather feedback, assess satisfaction, and identify areas for improvement.
6. Reporting and Analysis
   • Maintain accurate records of Client interactions, project progress, and event details in the Agency’s CRM and PM systems.
   • Provide regular updates to the Strategy Director and other relevant stakeholders on Client satisfaction, event performance, and potential areas for improvement.
   • Analyze Client feedback and event outcomes to refine the Client engagement process and improve future relationships.
   • Lead post-project analysis and Client debriefs.

Qualifications:

• Bachelor’s degree in Business, Communications, Marketing, or a related field.
• 5-7 years of experience in consulting, Client relationship management, event planning, and sales.
• Strong interpersonal skills and a Client-first mindset, with the ability to build lasting relationships.
• Excellent communication skills, both written and verbal, with the ability to manage Client expectations effectively.
• Proactive problem-solving skills and the ability to navigate complex Client needs.
• Experience with CRM software and project management tools is a plus.
• Ability to work in a fast-paced environment and manage multiple Client accounts simultaneously.

Key Performance Indicators (KPIs):

• Client satisfaction and retention rates.
• Revenue and profitability growth.
• Client engagement levels and positive feedback from event evaluations.
• Contribution to business growth through upselling and repeat Client business.
• Effective management of Client projects, ensuring Client satisfaction, timelines, and budgets are met.