Service Account Manager

Summary:

The Amadeus Customer Care Management (CCM) develops and delivers a wide range of support services to meet the needs of Amadeus Travel Distribution customers worldwide. We help our customers to succeed by providing the highest level of functional and technical support. CCM, as part of Travel Distribution Customer Operations (CMO), collaborates closely with other Operations divisions as well as with the Technology and Commercial units across the company to ensure the best possible end-to-end customer service experience.

The Service Account Manager is a dedicated Customer Care entry point for identified strategic customers. Monitoring service performance and fostering service/process improvements to enhance satisfaction and services to our customers.

In this role you will:

Customer relationship

• Primary Customer Care representative for strategic customers
• Regular review and follow-up of our customers' support needs
• Escalation points for customer service-related issues when standard escalation processes have failed
• Internal coordination with a wide range of Amadeus teams to support our customers' service journey
• Contribution to customer and internal meetings (e.g., presentations, monthly reviews, Quarterly Business Reviews, etc.)

Service Offering

• Service review and optimization
• Service promotion
• Personalized Service Handbook
• Customer Service digitalization and process adoption

Service Quality & Performance

• Continuous case backlog monitoring, follow-up, and reporting
• Case trends analysis & proactive follow-up
• Service improvement process
• Customer Care performance monitoring for strategic customers
• Internal and external feedback loop

Commercial Support

• Active member and contributor to Extended Account Management team
• Overseeing Service elements of the contract and Customer Success Plans
• Contribute to RFPs, when needed

About the ideal candidate:

• Holds a university degree in Business, Management, Information Technology, Computer Science, or a related discipline
• Demonstrates experience in customer service and help desk services environment
• Experience and knowledge of Amadeus products is preferred
• Flexible approach, with the ability to priorities, manage and coordinate multiple activities effectively
• Excellent verbal and written communication skills in English
• Ability to analyze trends, synthesize information and present clearly
• Autonomous with strong follow-through skills, confident, innovative, and forward-thinking

What we can offer you:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Join us and take your career to the next level while making a significant impact on customer experience!

Diversity & Inclusion