Service & Innovation Account Manager

Global Customer Care is committed to provide high quality, consistent, accurate, and ever improving customer experience for Amadeus clients. This position works closely with Operations, Research & Development, Product Management, Customer Success Management, and Commercial teams to support and help our customers succeed.
In this role, you will also:

• Contribute by interacting with the Extended Account Team and customer on support-related issues and orchestrate actions within Amadeus to ensure they are addressed with speed and efficiency.


• Overseas holistically, within Global Customer Care, the incidents for respective customer and drives improvement in collaboration with customer and the Extended Account Team.


• Support the Extended Account Team by participating and contributing in customer meetings with operational status of incidents and work orders.


• Act as the voice of the customer within the support & maintenance organizations and provide feedback to internal teams on how to better serve our customers.


• Manage escalations from EAT and customers.


• End to End understanding of customer landscape and solutions.


• Understand customer business strategy.


Service Account Oversight for Incident Management:

• Manage client relationships in the scope of Incident Management


• Responsible to analyse trends and customer backlog, anticipate incident evolution, leading regular status meetings to jointly prioritize the resolution of issues and its communication.


• Orchestrate across support & maintenance teams necessary actions to provide the right product expertise and handle complex functional and technical issues.


• Follow-up internally and externally on incident and service requests progress.


• Ensure support 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.


Client Communication and Reporting:

• Use AI-driven analytics to generate insights and reports on incident trends and performance.


• Regularly communicate with clients to update them on incident performance, ongoing support initiatives and programs.


• Facilitate enhanced reporting to all Service Account Managers for their analysis and communication.


Cross-Functional Collaboration:

• Works closely with technical, support, and maintenance teams to align incident management strategies with client needs.


• Ensures seamless integration of AI solutions in the support processes.


Feedback and Continual Improvement:

• Gathers and analyzes client feedback to drive continuous improvements in the scope of incident management


• Collaborates with other technical teams across division and with the AI governance in Amadeus to introduce innovative ways of improving support processes and quality of service.


Strategic Account Planning:

• Develops and implements strategic plans for each account, focusing on continuous improvement in incident management.