Service Account Executive

Global Customer Care is committed to providing high quality, consistent, accurate, and ever-improving customer experience for Amadeus clients. This position works closely with Operations, Research & Development, Product Management and Customer Success Management teams to support and help our customers succeed.

As a Service Account Manager you will be dedicated to a key airline account and will be expected to build and nurture a relationship, becoming the main point of contact within Customer Care for support related matters in the scope of incident and work order management. Within this scope, you will identify and drive support improvements through the eyes of the customer, be the voice of the customer within Customer Care, assuring customer objectives and business, innovation and operational outcomes are achieved. You will lead the execution of Global Customer Care strategies and ensure support services are delivered within standards of excellence.

In this role, you will also:

1. Contribute by interacting with the Extended Account Team and customer on support-related issues and orchestrate actions within Amadeus to ensure they are addressed with speed and efficiency.
2. Oversee holistically, within Global Customer Care, the incidents for respective customer and drive improvement in collaboration with customer and the Extended Account Team.
3. Support the Extended Account Team by participating and contributing in customer meetings with operational status of incidents and work orders.
4. Complement Service Transition in Global Customer Care with customer specific knowledge.
5. Act as the voice of the customer within the support & maintenance organizations and provide feedback to internal teams on how to better serve our customers.
6. Manage escalations from EAT and customers.
7. End to End understanding of customer landscape and solutions.
8. Understand customer business strategy.

Main responsibilities:

1. Responsible to analyze trends and customer backlog, anticipate incident evolution, leading regular status meetings (TOP10 status calls) to jointly prioritize the resolution of issues and its communication.
2. Utilize available resources to provide the right product expertise and handle complex functional and technical issues.
3. Follow-up internally and externally on incidents and service requests progress.
4. Ensure support organization alignment to match customer service level targets.
5. Follow-up on customer feedback surveys.
6. Act as entry point for customer management escalations.
7. Cross-organization communication and advocacy on behalf of the customer.
8. Provide a single point of contact for specific individual issue, taking responsibility for the overall handling and managing the communication with the customer and Customer Success Management by providing regular status updates.
9. Contribute to the CSM OPS in the analysis of highly complex business issues, bringing-in other resources as needed to reach resolution and closure of the incidents.
10. Support CSM OPS on activities related to major issues, including communication and understanding.

Knowledge Management

1. Understands, documents and shares, toward Global Customer Care organization, customer business specifics and vision.
2. Keeps awareness on customer projects to identify alignment needs and opportunities where Global Customer Care can support the Extended Account Team.
3. Identifies customer knowledge or business processes gaps.
4. Contribute to the adoption of Amadeus support tools and solutions.

Building Relations

1. Builds and develops healthy and productive working relationships with Global Operations, R&D, Implementation, Product Managers, Customer Success Management, Commercial and Extended Account Teams.
2. Builds and maintains partnership with our customers, keeping our promises and giving them confidence to enable customer loyalty.

Requirements:

1. Excellent knowledge of the Airline and Travel Industry business.
2. At least 5 years of experience in IT Operations or Service Management for airlines.
3. Amadeus functional and technical knowledge to perform at a high level of accomplishment.
4. Understands basic financial and commercial terminology.
5. Good understanding of reports & analytics; capable of conducting service review meetings.
6. Capable of building and maintaining long lasting relations with customers.