Service Account Manager
hace 3 semanas
Job TitleService Account ManagerSummary: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 relationshipPrimary Customer Care representative for strategic customersRegular review and follow-up of our customers' support needsEscalation points for customer service-related issues when standard escalation processes have failedInternal coordination with a wide range of Amadeus teams to support our customers' service journeyContribution to customer and internal meetings (e.g., presentations, monthly reviews, Quarterly Business Reviews, etc.)Service OfferingService review and optimizationService promotionPersonalized Service HandbookCustomer Service digitalization and process adoptionService Quality & PerformanceContinuous case backlog monitoring, follow-up, and reportingCase trends analysis & proactive follow-upService improvement processCustomer Care performance monitoring for strategic customersInternal and external feedback loopCommercial SupportActive member and contributor to Extended Account Management teamOverseeing Service elements of the contract and Customer Success PlansContribute to RFPs, when neededAbout the ideal candidate:Holds a university degree in Business, Management, Information Technology, Computer Science, or a related disciplineDemonstrates experience in customer service and help desk services environmentExperience and knowledge of Amadeus products is preferredFlexible approach, with the ability to prioritize, manage and coordinate multiple activities effectivelyExcellent verbal and written communication skills in EnglishAbility to analyze trends, synthesize information and present clearlyAutonomous with strong follow-through skills, confident, innovative, and forward-thinkingWhat 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 experienceDiversity & InclusionAmadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
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