Operational Account Manager - Brazil

What you will do on your journey with WebBeds.

As an Operational Account Manager, you will be a key point of contact for internal and external escalations related to key accounts and/or business critical situations. The role holder will account manage a portfolio of select clients, proactively looking for ways to improve service and relationships, as well as establishing trusted relationships with their assigned account, functioning as the voice of the customer within the Customer Service Organisation.

This role requires someone who is a strong operator, with advanced knowledge of Customer Service best practices and the impact that great Customer Service can deliver. The role holder will focus on establishing close relationships with the BAU Customer Service teams as well the commercial teams across the WebBeds business. This is a fully remote position, but the availability to travel is a must.  

In this role you will:

Key responsibilities

• Key client account management: Account manage a portfolio of assigned key clients. The role holder will be aware of all ongoing issues with their clients and support commercially sound solutions by working with internal and external stakeholders as required.
• Issue escalation and resolution: Ensure timely resolutions for issue escalation by collaborating with Customer Services, including both internal and external partners, as well as proactively working to close complicated and ageing customer service issues.
• Continuous improvement leadership: Lead improvement initiatives in Customer Services based on Commercial team feedback, including proactively monitoring and reporting on operational issues, and lead initiatives to implement improvement solutions.
• Leadership collaboration: Collaborate with Customer Services Leaders to discuss and resolve escalations, common issues and implement new solutions.
• Cross-functional bridging: Provide a bridge between Commercial and Customer Service teams, by developing a thorough understanding of processes and the ability to direct the commercial team to the right person who will solve issues where needed.
• Service review management: Conduct regular internal and external service reviews, showcasing Customer Service performance, highlighting risks, identifying potential process improvements and proactively guiding Customer Operations Leadership teams on the continuous improvement agenda.
• Knowledge management database construction: Build and manage a knowledge management database for assigned customers, requirements and processes, to create a sustainable operating model for the Customer Enablement function.
• Critical situation ownership: Own and manage escalations for key accounts and/or critical situations, ensuring these are resolved and reported back to the commercial team in a timely manner.

The skills we would love to see in your suitcase!

• Extensive travel industry experience, working with Operations, Customer Service and/or Commercial teams.

• Ability to work under pressure and to tight deadlines.

• Willingness and ability to take ownership for decisions.

• Excellent Communication and Stakeholder Management skills.

• Project Management skills highly desirable.

• Advanced Microsoft office skills.

• Fluent English and Spanish language skills are required.