Service Account Manager, Amadeus
Travel analytics software
Open for applications
Travel analytics software
1001+ employees
Open for applications
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- 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 the job involves
- 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
- 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
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
San Pascual, Madrid, Spain
Articles
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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