Job Title

Service Account Executive

Summary

The Service Account Manager is a dedicated operational entry point for identified strategic customers within Customer Operations (CMO) for Customer Care. As part of the overall customer operational experience the role of the Service Account Manager is to contribute positively to customer satisfaction by ensuring the best possible end-to-end customer service experience.  The Service Account Manager monitors service performance and drives service & process improvements,  working in close collaboration with other operations divisions as well as with the technology and commercial units. 

Key Areas of Responsibility:

Customer relationship

Customer Care point of contact for strategic customersRegular review and follow-up of our customers support needsEscalation point 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 Offering

Service review and optimizationService promotionPersonalized Service HandbookCustomer Service digitalization and process adoption

Service Quality & Performance

Continuous case back-log monitoring, follow-up and reportingCase trends analysis & pro-active follow-upService improvement processCustomer Care performance monitoring for strategic customersInternal and external feedback loop

Commercial Support

Proactive member and contributor to Extended Account Management teamMonitoring of Service elements of the contract and Customer Success PlansContribute to RFP's, when needed

About the ideal candidate:

Excellent English language skills, German would be a strong assetHighly motivated, service-orientated customer service professional with the ability to communicate effectively with people of all levels and experience handling customers who are sometimes dealing with difficult situationsFlexible approach, with the ability to prioritise, manage and coordinate multiple activities whilst working under pressure and to tight deadlinesExcellent verbal and written communication skills in EnglishAutonomous with strong follow-through skillsStrong problem-solving abilities, attention to detail and reliabilityPositive and collaborative attitude, able to work effectively across departments and with geographically remote teamsConfident, dynamic and forward thinking

​What we can offer you:

An international, diverse and inclusive culture full of development opportunities with the access to Global Learning HUBHighly collaborative environment built on bottom-up initiatives and employees’ ownershipHybrid working model from home and from the office (50/50)Competitive salary, eligibility to a performance-based bonus scheme, an attractive possibility to invest in Amadeus shares and Employee Capital PlanPrivate healthcare package with ENEL-MED (incl. dental and vision) and reimbursement for glassesA flexible benefit platform to suit your needsShopping vouchers for Easter and ChristmasLife insuranceTravel InsuranceParking slots

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Diversity & Inclusion

Amadeus 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.