Commercial Account Manager
SIRVA is a leading partner for corporations to outsource their
mobility needs, relocating and moving their executives and staff
globally. SIRVA offers an extensive portfolio of mobility services
across approximately 170 countries providing an end-to-end solution to
deliver an enhanced mobility experience and program control and security
for customers. SIRVA has a portfolio of well-known and recognizable
brands including Allied Van Lines, northAmerican Van Lines, SMARTBOX,
and Allied Pickfords. For more information please visit www.sirva.com.
SIRVA brings together strong, collaborative people in a dynamic culture of mutual respect, support, and passion for the brand and product. We believe innovation drives winning performance, and we constantly challenge ourselves to be the very best we can in every aspect of our business. You will be surrounded by some of the brightest and most driven people in the industry. At SIRVA, you will be in great company!
The Account Manager helps facilitate customer-specific aspects of their move that are serviced by the licensees that requires additional oversight and management. The Account Manager may or may not be required to be onsite at a SIRVA facility. The Account Manager works closely with the SIRVA Staff, SIRVA Leaders and the licensee to provide seamless customer service and maximize SIRVA’s value to the Customer.
30% • Participate in new Licensee Recruiting, on-boarding and training. Manage the Licensee network, analysis and report on vendor/market data as needed by Operations, Sales and customers. Identify and monitor Licensees. Collect and analyze vendor and market data to evaluate performance and quality on an interstate market basis for internal and external purposes. Develop new evaluation techniques or follows established processes to determine the effectiveness of current operational and financial activities in order to determine strengths and weaknesses of Licensees. Monitor competitors and research market conditions, economic changes or changes in the industry that may affect Licensees performance, operational efficiency and revenue. Act as primary contact to provide quality performance analysis reports for customer specific needs. Coordinate pricing from Licensee.
30% • Maintain working relationships with all Licensees small/medium/large bases. Serve as a liaison between SIRVA, the offices operations and our Licensee network on all matters. Ensure the proper metrics are in place to measure performance and Licensee satisfaction. Perform Licensee evaluations and provide necessary training and feedback. Strive to ensure we meet overall revenue and net income targets. Effectively manage the licensee to ensure we are maximizing the number of moves for each licensee.
10% • Provide analysis and reports to internal departments for training and education as pertaining to Licensees. Provide Licensee with quarterly internal quality scores from SIRVA Operations. Develop means of providing customer quality survey and performance analysis to Licensee. Create and assist with training as needed.
10% • Customer Consulting and Issue Resolution – Provide communication link between SIRVA and the customer in regard to moving issues, household good issues, service level agreements and projects. Exercise solid business judgment while making decisions and addressing customer issues.
10% • Reporting – Manages all reporting that is provided to the customer. Serve as a consultant for all customers’ divisions/departments who need assistance with reporting such as: volume, performance metrics, moving and assignment costs, budgeting and accruals.
10% • Internal Consulting – Works with the Operations team to help educate Customers on Policies and Preferences. Go to person for Customer Specific questions from the internal SIRVA Team. Oversees moves internally to ensure they are successful for the Customer and SIRVA. Collaborate with internal team, management and VP/Director to ensure customer performance metrics are implemented, maintained, measured and achieved.
Qualifications and Preferred Skills
• Experienced in HHG interstate transportation
• Familiarity with local moving vendors
• Supplier management Experience
• Experienced in recruiting, training, onboarding and managing a network of licensees (3rd party vendors)
• Strong organizational skills
• Strong verbal and written communication skills
• Strong Customer Relationship Skills
• Ability to analyze and report out data
Education and Certification Requirements
• Minimum 3 years’ experience administrating Moving/relocation policy (Interstate experience preferred)
• High school diploma required
• Bachelor’s degree preferred
- Pay Type Salary