Collinson is a privately-owned entrepreneurial business, who services over 800 clients in 170 countries, employs 2,000 staff in 28 global locations, and manages over 20 million end customers. Our industry and sector specialists provide market-leading experience across three core capabilities: Loyalty, Lifestyle Benefits, and Insurance.

Collinson is the world-leading provider of lifestyle membership programs and travel enhancement products. Our solutions include Priority Pass, the world’s best known airport experiences programme, while we are also the trusted partner behind many of the leading financial services, airline and hotel brands’ reward programmes and loyalty initiatives.

With a tiered product range tailored to the needs of financial and other service providers, we help clients to differentiate their products, drive acquisition, optimize brand offerings and retain valuable customers globally. Our unique expertise and insight into high earning, frequent travelers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters, and assist in times of need.

While specializing in financial services, travel, and retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. We take our 30 years of experience working with these kinds of household names and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.

What does a Senior, Account Manager do? 

We’re looking for an experienced senior account management professional with a proven track record of successful holistic client management experience to join our team in support of one of our large financial institution partners who offer Priority Pass™, our premium lifestyle brand and the world’s largest airport lounge access program, to their cardholders in the US market.

The role of Senior, Account Management will oversee day-to-day account operations of our product offering as well as act as the external central point of contact for our client contacts. You will be expected to anticipate, understand and respond to the competitive challenges and market issues that may impact the client’s business. You will gain in-depth expertise of our complex technical products and help align the product roadmap with client expectations. You will have an experience base that includes an inherent understanding of account management, client engagement, contract management/adherence, service process/delivery and reporting.

You will be working within Collinson’s America’s regional account management team structure and will be expected to understand our business, our competitive marketplace as well as industry knowledge of our financial institution partner in support of delivering our best in class products and services.

What will you do? 

• Account Management
  • Accountable for the day-to-day oversight of the client account
  • Manage company and/or account specific initiatives
  • Liaison with internal cross-functional Collinson departments (Product, Finance, Technology, etc.)

• Client Engagement
  • Engage with and develop strong relationships with client contacts
  • Lead, prepare and deliver presentations for quarterly business reviews and other client meetings
  • Serve as the main point of contact for client contacts

• Contract Management and Adherence
  • Manage the contracting process for the client business; interacting with Collinson legal representatives and Collinson SME’s for internal functional departments
  • Manage to the agreed upon terms of our executed client contracts
  • Track, report and influence the results of agreed upon contractual service levels
  • Includes vendor management oversight of a subcontractor contract providing services for the program

• Service Process/Delivery
  • Ensure end to end program processes and customer touchpoints are functioning properly; this includes vendor management of our subcontracted partner who provides pieces of our services
  • Serve as the internal and external point of contact for service disruptions
  • Support the implementation of new processes for existing products as well as any new client programs to ensure the products are delivered as promised
  • Includes some vendor management oversight of a subcontractor providing services for the program

• Reporting
  • Engagement with client and partners to ensure KPIs of the program are met
  • Serve as the primary reporting contact for all client related metrics, primarily through information housed in our internal reporting tool
  • Develop, update, participate and present on client metrics in monthly account management meetings.

What You'll Need:

• Bachelor’s degree with 5 years business-to-business account management experience or combined 7 years relevant equivalent experience
• Senior account/relationship management experience
• Industry knowledge or first-hand experience with a major financial institution, credit card issuer or enhancement services provider preferred
• Good understanding of technology and operations including complex technology products
• Expert in building relationships with senior staff and directors of blue-chip organisations
• Shows appreciation and understanding of wider business functions and group business and how they link
• Strong Microsoft Office Word, Excel and PowerPoint proficiency
• Willingness to travel as required (mainly US domestic)
• Proactive and diligent with a positive attitude
• A natural self-starter with ambition, lots of enthusiasm and a personality to match
• Passionate about account management and interested in results and improving performance
• Confident with good communication skills and a team player
• Results driven with a passion for delivering
• The ability to prioritize tasks and work to deadlines
• Excellent communication skills, both verbal and written
• Excellent presentation skills
• Excellent attention to detail to deliver work of a high quality standard
• Appreciation of managing stakeholder expectations.

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes everyone to our team. We strongly encourage people of any colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences to apply. If you need reasonable adjustments at any point in the application or interview process, please let us know.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.)’