Director of Client Delivery in Sao Paulo, São Paulo at Accommodations Plus International

About Accommodations Plus International

API is the global leader in crew accommodation technology & services for the airline industry, with a strong service base in rail, cruise lines and sports teams. For more than 40 years, we have been offering a powerful combination of crew accommodation services delivered through innovative technology, unique software solutions, and a highly experienced team of service professionals, enabling our clients to maximize savings in all areas of travel operations.

Our Company is globally-supported by 794 employees and full-time dedicated consultants working from 59 locations around the world and is privately-held and headquartered in Melville, Long Island, New York.

The Director of Client Delivery will act as the voice of the customer, making sure that all delivery functions - Operations, Technology, Product, and Accounting - are consistent and in line with achieving our customer’s success.
The Director of Client Delivery will utilize their proven management skills to mentor the staff, foster teamwork assignments and facilitate strategic initiatives on our client’s behalf.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead, grow and manage a team of Account Managers/Directors to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client.
• Coordinate with Operations, Technology, Product and Accounting departments with the objective of raising, consolidating and prioritizing requests until the solutions are implemented or topics are addressed.
• Relationship management: Develop and maintain strong relationships with the clients at all different levels.
• Ability to manage multiple projects and facilitate its success from the original concept to the final implementation.
• Work closely Account Management team to coordinate project details and to ensure timely completion.
• Provide organization, direction and coordinate for business reviews, savings matrix, new client implementations and all other client specific initiatives.
• Develops people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities.
• Consistently provides team members guidance, goal setting and performance feedback on a regular basis.
• Become knowledgeable in all API technology platforms to ensure clients are align with appropriate software solutions.
  
  

Specific Daily Activities:

• Chair weekly group conference with team members to ensure synergies are shared across airline accounts.
• Hold weekly planned individual conference call with each team member to review current work activity. Topic addressed include:
• • Operations, Technology, Product and accounting follow ups
  • Relationship management
  • Client renewals and RFP documentation and coordination.
  • Sourcing Implementation Plan
  • Risk Assessment Plan
  • Management of Salesforce data entry
  • Tracking of Savings Matrix guarantees
  • Team performance management
  • Contract negotiations support
  • Review of updated Account Management forms
  • Coaching and Management of Account Director / Account Manager
• Project Management /Technology Support
• • New Client Implementation (Attend Weekly Calls)
  • Existing Clients Technology Project Support
  • Internal API Project Support
  • Building Business Review Presentations
  • Providing Operational Support
  • K-Drive Organization

Competencies

• Problem Solving/Analysis
• Building Relationships
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

Travel
This position may require travel (domestic and international).

Required Education and Experience

• Established (at least 5 years) of experience in the travel industry and working closely with hotels is a must
• Bachelor’s degree in business administration, sales and marketing or related field, plus a minimum of 5 years leadership/ management experience
• Ability to effectively manage work load in a fast paced atmosphere relying on extensive experience and judgment to plan and accomplish goals.
• Solid judgment and leadership skills
• Strong implementation and operations experience
• Shows attention to detail and the ability to produce high quality work
• Ability to positively present API in customer facing situations
• Attention to detail and the ability to produce high quality work is a must.
• Strong Microsoft Office computer skills, with emphasis on Excel
• Exceptional verbal and written communication skills
• English, Portuguese and Spanish fluency (oral and written)
• Customer service and client relationship skills
• Ability to work with and understand diverse cultures here and abroad
• An organized self-starter who can work proactively and independently
• Able to multi task and work well under strict deadlines and fast paced environment
• Flexible schedule and limited travel availability needed based on business needs.