Service Account Executive

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Service Account Executive

mid · Sales & Business Development

Job Title

Job Title:

Service Account Executive

In this job you will:

The Service Account Executive is a dedicated operational reference point for strategic customers within Customer Operations (CMO) Operational Relationship Governance team. The role ensures an exceptional e2e customer service experience, with a primary focus on the area of Customer Care. The incumbent leverages data and insights to drive meaningful operational relationship improvements, serving as a subject matter expert collaborating with other colleagues and customers.

Main Responsibilities:

Customer Relationship:

• Main customer care interface for select strategic accounts, ensuring operational teams deliver against agreed service levels.
• Lead regular service reviews and follow‑up
• Escalation point for complex or critical service‑related issues
• Lead contributions to customer and internal meetings (presentations, Monthly Reviews, QBRs) covering operational areas.

Service Offering:

• Lead deep‑dive service reviews to identify bottlenecks and optimization opportunities.
• Drive service promotion and customer adoption of digital processes.
• Own and maintain the personalised Service Handbook for assigned customer
• Identify and lead targeted service optimisation initiatives.
• Contributes to transversal initiatives impacting the customer experience or internal efficiencies and documentation.

Service Quality & Performance:

• Collaborate with operational units for backlog monitoring and performance tracking
• Conduct in‑depth trend analyses and lead proactive mitigation plans
• Drive the internal/external feedback loop

Commercial Support

• Active contributor to the Extended Account Management team
• Monitor and guide service‑related contractual deliverables and Customer Success Plans

Specific Scope & Expectations:

• Demonstrates advanced and specialized expertise in customer service and operational processes
• Demonstrates advanced and specialized expertise in producing reports and insights punctually, as agreed with manager.
• Works independently, requiring guidance only on the most complex situations

About the ideal candidate:

• Education: Bachelor’s Degree or above. Degree in Tourism or Computer Science is a plus or equivalent.
• At least 3 years’ of Customer facing experience ideally in Customer support, delivery management or related fields in a technology driven environment.
• Experience in serving as point of contact for critical issues, reviewing of services, monitoring or backlogs and performance tracking
• Strong foundation/background in building reports, analyzing and presenting data and trends
• Exposure in the travel industry is a plus. Exposure in using Amadeus’ products and solutions is also a plus
• Deep understanding of customer care processes and tools (ServiceNow nice to have) ideally with-in travel industry.
• Hands-on experience/expertise in MS Suite (Powerpoint, Excel, Word..)
• Hands-on experience as a user of Analytics tools such as Qlik Sense.
• Languages: English (fluent - must have). French and Spanish (Nice to have)
• Amenable to work on a Hybrid Work Setup (2-3 days onsite/week). Location: BGC Taguig
• Work schedule: flexibility is expected from the candidates to work various shifts, mostly EMEA (midshift).

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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.