[Hiring] Manager, Inside Account Management @Internova Travel Group

Role Description

ALTOUR is evolving how we manage lower-touch clients through a centralized, process-driven and technology-enabled inside account model. The Manager, Inside Account Management leads this critical function - serving as both player and coach. They manage the performance of a pooled team of Inside Account Managers (IAMs), while also contributing to the direct delivery of service, communication, and commercial oversight.

• Lead a pooled team of Inside Account Managers to deliver consistent, structured service across a portfolio of Inside-tier clients.
• Act as a player-coach -- managing both team performance and a portion of account activity directly as needed.
• Implement, monitor, and improve workflow adherence, service levels, and use of automation across the IAM function.
• Track team KPIs, customer satisfaction, and delivery standards--providing coaching and feedback to individuals.
• Partner with Commercial Operations and Sales to identify process improvements and technology enhancements.
• Escalate high-potential or high-risk accounts to VP or relevant stakeholders for evaluation or support.
• Contribute to team hiring, onboarding, documentation, and culture-building.
• Provide reporting, feedback, and insight to drive continuous improvement of the IAM model.

Qualifications

• Experience managing or mentoring a team in customer-facing, commercial, or operations function.
• Strong background in account management or client services, ideally in a low or no-touch engagement model.
• Comfort working with CRM tools, reporting dashboards, automation systems, and structured engagement workflows.
• Proven ability to manage performance metrics and drive team-based delivery.
• Clear communicator and motivator -- able to align a team around goals and service expectations.
• Hands-on, detail-oriented, and unafraid to dive into processes or account issues directly when needed.
• Experience in corporate travel, SaaS, or scaled B2B service environments preferred.

Requirements

• Hands-on, detail-oriented, and unafraid to dive into processes or account issues directly when needed.

Benefits

• Choice of two medical plans and two dental plans.
• Vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D.
• Optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave.
• Paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.