Strategic Client Success Manager - Government

Summary:

Serves as the primary client relationship leader and strategic advisor for assigned government accounts. Owns client success, retention, program performance, contractual alignment and revenue growth. Develops and executes strategic account plans that align agency objectives with Travel Incorporated goals, maintains strong relationships with senior government stakeholders, and identifies opportunities to expand client value, utilization and services. Partners with Operations, Sales, Product, Finance & Accounting, Contracts and other internal teams to address complex client needs, manage risk, support government procurement and contract requirements, and ensure successful service delivery. Maintains current knowledge of federal travel programs, policies, regulations and technology, including evolving government requirements, and uses that knowledge to deliver measurable client and business outcomes.

WHAT YOU OWN

• Owns an assigned portfolio of government accounts and serves as the client's primary point of contact and trusted advisor at the senior stakeholder level.

• Works independently. Uses the direct manager as a resource for escalation, executive support and the most consequential strategic decisions, not as the driver of the account's weekly rhythm.

• Prepares independently and presents autonomously to senior government stakeholders. Brings TI executives into the room when their presence advances the relationship, not as a substitute for this role's presence.

• Owns TI's direct relationship with GSA and the TSS 599 Schedule agreement, and supports communication with GSA and other government stakeholders so agency needs and contractual requirements are understood and addressed.

• Requires both the skill to operate at Strategic level and a business need for government accounts of this type and complexity.

KEY OUTCOMES

This role is measured on results, not activity. Success in this seat is visible when:

• Assigned government accounts treat TI as a partner in program performance, not a vendor they manage.

• Renewals, amendments and procurement events are owned early: value is documented, contractual alignment is clear, and Sales and Business Development have what they need to close.

• Agency executives hear insight they can act on (cost, utilization, compliance, simplification, risk) before they have to ask.

• Contractual commitments, service-level expectations and agency requirements are visible, and gaps are closed with coordinated internal action.

• Federal policy, regulatory and technology changes are intercepted and translated into client and operational action before they become a crisis.

• TI's government brand is known and trusted across Civilian and Department of Defense agencies that matter to the book.

Qualifications/Skills:

Education: Bachelor's degree in Business or a related field, or an equivalent combination of education and experience.

Experience: 5+ years of prior account management, client success or customer service experience strongly required. Experience supporting Federal Government accounts, government contracts, the travel industry or a closely related environment strongly preferred. A track record of successful performance in a Client Success or client-facing role of similar responsibility at Travel Incorporated may substitute for external experience.

Technology: Solid digital literacy with common business tools including internet, chat and email. Strong skills with Microsoft Office, Google Business Suite or similar. Strong working knowledge of one or more GDS systems and other travel and contact center systems and tools. Knowledge of CRM programs and Concur Travel & Expense preferred.

Communication: Communicates as a seasoned professional in writing, in person and from the front of the room. Leads rooms of senior government stakeholders. Tailors style and content. Values contribution from others. Links client goals to a solution with credibility.

Analytical: Synthesizes complex data into a point of view the client and TI can act on. Treats insight without a recommended next step as unfinished work.

Initiative: Takes initiative. Pursues continuous learning as part of the job, not a side project.

Influence: Persuades, negotiates and moves people, clients and internal partners, without relying on title. Uses formal presentation as a tool, not a performance.

Customer Focus: Pairs deep empathy with commercial and contractual discipline. Delivers value, positive outcomes and growth in alignment with company objectives. Prioritizes long-term satisfaction and retention.

Reliability: Responds dependably across a demanding government book. Finishes work, follows through on commitments and keeps the standard when the calendar is full.

Problem Solving: Works with detail and energy on hard problems. Takes satisfaction from a correct answer that ships, not from the analysis alone.

Planning & Organization: Plans and manages time at a high level. Does not allow multiple priorities to become an excuse for a quiet account.

Resiliency: Adapts when conditions change, recovers from setbacks, and delivers difficult news without spending the relationship.

Decision Making: Analyzes and decides within authority, brings leaders in when the decision is theirs, and articulates the reasoning so the organization can follow. Makes sound judgments in fast-paced scenarios.

Emotional Regulation: Displays empathy and care appropriately while managing own emotions. Handles emotional conversations well, de-escalates when needed, and works collaboratively with diverse teams.

Environmental Awareness: Stays attuned to industry, regulatory and legal factors that affect government travel programs and TI operations. Recognizes and responds to internal organizational structures, requirements and norms.

Rapport-Building: Builds, maintains and leverages valuable relationships with clients, team members and industry partners.

Creativity & Adaptability: Thinks resourcefully in a fast-evolving government travel environment. Adapts strategy as policy, technology and agency requirements change.