Account Manager, Strategic Accounts APAC (Shanghai)
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Expedia is one of the largest online travel companies in the world, with an extensive brand portfolio that includes some of the world’s leading online travel brands. Collectively, the Expedia group brands cover virtually every aspect of researching, planning and booking travel. The Expedia portfolio serves both leisure and business travelers across a diverse range of tastes and budgets.
Position Overview
Manages and develops a segment of the portfolio to deepen customer relationships and grow accounts through strategic planning. . Reporting to the Director of Strategic Accounts (SA), this role acts as trusted advisor to accounts in portfolio, takes ownership of customer problems, including leading and driving internal and external solutions. This role may lead contract negotiations for smaller accounts as well as sharing best practices across teams and regions.
What you'll do:
Establishes new and fosters existing trusted relationships with key decision makers/influencers on customer accounts.
Contributes ideas regarding how to create business opportunities (e.g., progress meetings, fact-finding/exploratory meetings) to strengthen and grow customer account.
Looks for signals that the customer may need additional products/services and navigates through the appropriate organization channels to ensure important customer account business issues are identified and acted upon.
Completes and manages dynamic local-, regional-, or chain-level account plans based on an understanding of customer need and industry trends; prioritises time based on the account’s value for the organization or likelihood of success.
May be required to develop market/territory plans, represent company at industry events, or build company profile in location.
Demonstrates understanding of how the organization does business (e.g., business model and operations, financial performance, and key success factors).
Applies understanding of the policies, practices, trends, and information (including competitor) that impact the organization and its customers to anticipate and plan for each step of a project.
Demonstrates a deep understanding of the financial impact of decisions/solutions and how own role contributes to positive outcomes.
Prepares and articulates a business issue impacting own team and helps develop the rationale for addressing it (e.g., impact on satisfaction scores or team revenues).
Assists in the identification and analysis (e.g., cost/benefit, risk) of potential solutions to address the business need.
Helps determine the recommended solution, documenting the business case for change and sharing with team leadership.
Understands the market dynamics and how that is used to spot overall trends; uses this knowledge and understanding to influence customer decisions and business outcomes.
Helps customers understand the company’s standard contracts and terms and conditions; asks questions of peers when appropriate.
Builds productive relationships with legal resources; partners to develop appropriate contract terms for simple contracts.
Seeks assistance from senior staff to negotiate simple or short-term contracts.
Replaces simple/short term contracts with complex multi-year contracts for account or regional account.
Demonstrates compelling rationale while explaining ideas to gain support to resolve issues and effectively influence others.
Offers alternatives and suggestions to address areas of differences to find a common ground, ability to handle objections, disarm tactics effectively, elegantly move out of deadlock situations and achieve favourable outcomes in each negotiation.
Considers the situation from the point of view of the other party to identify a common ground; calculates the costs and benefits of possible solutions and the implications of not reaching an agreement.
Ability to align products, technology, and offerings to account and market needs, driving strong business outcomes.
Understands the full array of the company’s offerings and areas of expertise; applies this knowledge to meet the needs of the customer.
Builds and maintains a thorough working knowledge of products, technologies, offerings, etc.
Demonstrates a working knowledge of competitors’ products and services as well as their strengths and weaknesses.
Builds relationships with key individuals within the team, department, and organization.
Strategically builds relationships to support total portfolio and organization needs.
Builds relationships within industry outside of account.
Builds working knowledge of customer industry, including market trends and economic challenges and competitive market.
Meets with customers to discuss needs and seek feedback on value of products or services.
Supports the interpretation of the data relative to the performance of products, services, and solutions against customer needs/expectations.
Provide ongoing input to senior management in developing effective and scalable solutions to improve process efficiencies.
Who you are:
5+ years of shown negotiation experience and/or account management working autonomously
Proficiency in English. Mandarin is a plus.
Ability to communicate clearly and concisely, both orally and in writing.
Strong interpersonal skills and an ability to prioritise based on the needs of the business, strong eye for detail
Excellent analytical and critical thinking skills, including shown problem-solving skills and a driven curiosity to identify emerging business trends and ensuing needs.
Excellent customer service and relationship-building ethic, strong social intelligence.
Portfolio management, negotiation with Director and C-suite levels, cross-selling, and managing operational complexityUniversity Degree (Master’s degree a plus)
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
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