Service Account Executive

Summary of the role:

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 e2e exceptional customer service experience in the area of Customer Care. The incumbent leverages data and insights to drive meaningful operational relationship improvements, monitoring service performance & driving service and process improvements, working in close collaboration with other operations units and the commercial teams, while serving as a subject matter expert directly with the customer. This is a hybrid position and would require you to be in the office 50% of the time.

Customer Relationship:

- Collaborating as part of a team to ensure a clear customer care interface for select strategic accounts, ensuring operational teams deliver against agreed service levels.

- Support/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 personalized Service Handbook for assigned customer

-Identify and lead targeted service optimization 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.

- Hands-on experience/expertise in MS Suite (Powerpoint, Excel, Word..)

-Works independently, requiring guidance only on the most complex situations

Working at Amadeus, you will find

🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

🌎 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

🌟 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.

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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.