Account Management Specialist

Hotelbeds Group; España; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Jobtailor is seeking an experienced Account Manager to partner with key client accounts, monitor performance, and drive continuous service improvements.

You will manage escalations, analyse KPI trends, prepare governance meetings, and present insights and recommendations to clients, while collaborating with internal teams to ensure delivery against agreed KPIs.

Formación

• Experience in Account Management, Client Services or similar client-facing role.
• Proven ability to manage key stakeholder relationships.
• Experience handling escalations, complaints, and service recovery.
• Strong analytical and problem-solving skills with a data-driven approach.
• Experience monitoring and improving KPI performance.
• Excellent communication and presentation skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proficiency in Microsoft Excel and PowerPoint.
• Customer-focused mindset with a commitment to service excellence and continuous improvement.

Responsabilidades

• Manage and develop relationships with key client accounts.
• Monitor account performance and ensure delivery against agreed KPIs.
• Manage client escalations and drive timely issue resolution.
• Analyse complaint trends and identify opportunities for improvement.
• Implement action plans to reduce complaint ratios and improve service quality.
• Collaborate with internal teams and external partners to drive performance improvements.
• Prepare and lead Quarterly Review Meetings (QRMs) and other client governance meetings
• Present performance insights, improvement plans, and recommendations to clients
• Maintain strong governance processes and support client retention initiatives
• Identify risks and drive continuous improvement across assigned accounts

Conocimientos

Account Management

Client Services

Stakeholder Management

Data-driven Analysis

KPI Monitoring

Escalation Handling

Communication

Presentation

Project Coordination

Herramientas

Microsoft Excel

PowerPoint

Descripción del empleo

Responsibilities

• Manage and develop relationships with key client accounts
• Monitor account performance and ensure delivery against agreed KPIs
• Manage client escalations and drive timely issue resolution
• Analyse complaint trends and identify opportunities for improvement
• Implement action plans to reduce complaint ratios and improve service quality
• Collaborate with internal teams and external partners to drive performance improvements
• Prepare and lead Quarterly Review Meetings (QRMs) and other client governance meetings
• Present performance insights, improvement plans, and recommendations to clients
• Maintain strong governance processes and support client retention initiatives
• Identify risks and drive continuous improvement across assigned accounts

Requirements

• Experience in Account Management, Client Services, Customer Success or similar client-facing role
• Proven ability to manage key stakeholder relationships
• Experience handling escalations, complaints, and service recovery
• Strong analytical and problem-solving skills with a data-driven approach
• Experience monitoring and improving KPI performance
• Excellent communication and presentation skills
• Strong organisational skills with the ability to manage multiple priorities
• Proficiency in Microsoft Excel and PowerPoint
• Customer-focused mindset with a commitment to service excellence and continuous improvement

Core Competencies

Demonstrates expertise in Account Management and Client Services, focusing on relationship building, performance monitoring, and continuous improvement. Proficient in data analysis and skilled in delivering insights and recommendations to enhance client satisfaction and service quality.