National Account Manager

Client Relationship Management:

• Act as the primary liaison between clients and Executive Class / Beltmann Relocation Group.
• Develop strong, trust-based relationships with clients to understand their relocation policies and goals.
• Ensure client satisfaction by delivering exceptional service and proactively addressing concerns.

Move Management Oversight:

• Oversee all aspects of the corporate moving process, including move management, expense tracking, and policy compliance.
• Collaborate with internal teams (e.g., operations) to ensure timely and cost-effective service delivery.
• Manage third-party vendors, including partner moving companies, to ensure adherence to service standards.
• Work internally with the quality team to ensure customer service and driver scores are properly reported.

Problem-Solving and Issue Resolution:

• Quickly identify and resolve challenges that may arise during the moving/relocation process.
• Develop contingency plans to address unforeseen issues while maintaining client trust.
• Document and analyze incidents to improve processes and prevent future issues.
• Investigate and respond to service issue reports (RCAs) when negative information is shared.

Reporting and Metrics:

• Provide regular status updates to clients, including progress reports, expense summaries, and post-move evaluations.
• Monitor service delivery performance and identify areas for improvement.
• Proactively provide feedback on good and unsatisfactory situations in real time.
• Prepare and present customized reports to clients on key metrics, such as employee satisfaction and cost savings.
• Manage RFPs in liaison with the van line, negotiate contract addendums, and ensure updates are processed on internal systems.
• Report client data on monthly client service/operations/management calls.

Policy and Compliance:

• Ensure all corporate moves are conducted in compliance with client policies and industry regulations.
• Offer guidance on policy enhancements to optimize client relocation programs.
• Stay updated on industry trends and best practices to provide informed recommendations to clients.