Job Description

Job Title Service Account ExecutiveRoles and responsibilities:
Incident & Service Request Management

• Responsible to analyse trends and customer backlog, anticipate incident evolution, leading regular status meetings (TOP10, status calls, Quarterly meetings) to jointly prioritize the resolution of issues and its communication.
• Utilize available resources to provide the right product expertise and handle complex functional and technical issues.
• Follow-up internally and externally incident and service requests progress.
• Ensure organization alignment to match customer service level targets.
• Follow-up on customer feedback surveys. Act as entry point for customer management escalations.
• Cross-organization communication and advocacy on behalf of the customer.

Problem Management

• Provide a single point of contact for specific individual problem, taking responsibility for the overall handling and managing the communication with the customer and Service Delivery by providing regular status updates.
• Initiate and if required lead task forces on the analysis of highly complex business problems, including key technical problems, bringing-in other resources as needed to reach resolution and closure of the problem.
• Oversee activities related to major problems for customers in scope and support Delivery Managers in communication and understanding.

Knowledge Management

• Understand, documents and shares, toward the internal organization, customer business specifics and vision.
• Keep awareness on customer projects to identify alignment needs and opportunities.
• Identify customer knowledge or business processes gaps.
• Contribute to the adoption of Amadeus tools and solutions.

Continual Service Improvement

• Define ways to increase customer satisfaction and deepen internal and customer relationships by providing alternatives / new techniques in processes as continuous improvement, flows, operational models and plans.
• Work closely with internal and external stakeholders to introduce new ways of working and innovation to enhance our performance and/or the customer journey.

Building Relations

• Build and develop healthy and productive working relationship with Global Operations, R&D, Implementation, Product Managers, Regional Delivery, Commercial and Extended Account Teams.
• Build and maintain partnership with our customers, keeping our promises and giving them confidence to enable customer loyalty.

About ideal candidate:

• Bachelor\xe2\x80\x99s degree holder, with 3-5 years\' experience in IT operations or Service Management specifically for the Airline industry or Travel business industry
• Experienced on a customer facing role, incident management, and managing customer escalations
• Knowledgeable in Amadeus products is an advantage or Amadeus functional and technical knowledge to perform at a high level of accomplishment.
• Understands basic financial and commercial terminology.
• Good understanding of reports & analytics; capable to conduct service review meetings.
• Good understanding of the Alt\xc3\xa9a Suite offering is a plus
• Proven experience in working globally and in a multicultural environment
• Able to identify and analyses business and audience needs to deliver messages via the most appropriate mix of channels. Can drive improvements
• A team player, quick in action, takes high accountability for his/her actions.
• Proven success in collaboration and interpersonal skills with the ability to interface with all levels of management.
• Ability to project high confidence, influence peers and management.
• Excellent presentation and communication skills.

#LI-APAC2Diversity & 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.

Amadeus