Operational Account Manager

Web Travel Group; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

WebBeds is seeking an Operational Account Manager to act as the main contact for escalations and a portfolio of key accounts. The role focuses on delivering high-quality service, improving relationships, and serving as the voice of the customer within Customer Service.

You will work with BAU Customer Service and commercial teams across WebBeds, with a fully remote arrangement and travel as required. Fluent English and Spanish are essential to communicate with diverse stakeholders.

Qualifications

• Extensive travel industry experience with Operations, Customer Service, and/or Commercial teams.
• Strong English and Spanish proficiency.
• Proven ability to manage key accounts and escalations.

Responsibilities

• Manage a portfolio of assigned key clients and monitor ongoing issues.
• Own and manage escalations for key accounts and ensure timely resolution.
• Collaborate with Customer Services and partners to resolve issues promptly.
• Lead improvement initiatives in Customer Services based on team feedback.
• Work with Customer Services Leaders to implement new solutions and share knowledge.
• Coordinate service reviews highlighting risks and opportunities for process improvements.
• Develop a knowledge base for assigned customers and processes to support operations.

Skills

Account management

Customer service

Stakeholder management

Travel industry

Fluent English and Spanish

Project management

Tools

Microsoft Office

CRM systems

Job description

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 business-critical situations. You will manage a portfolio of selected clients, proactively looking for ways to improve service and relationships, and build trusted partnerships with your assigned accounts as the voice of the customer within the Customer Service organisation.

This role calls for a strong operator with advanced knowledge of Customer Service best practices and a clear understanding of the impact that great service can deliver. You will focus on building close relationships with the BAU Customer Service teams and the commercial teams across the WebBeds business. This is a fully remote position, and availability to travel is a must.

In this role you will:

Key responsibilities

• Key account management: Manage a portfolio of assigned key clients, stay aware of all ongoing issues, and support commercially sound solutions by working with internal and external stakeholders as required.
• Escalation ownership: Own and manage escalations for key accounts and business-critical situations, ensuring they are resolved and reported back to the commercial team in a timely manner.
• Timely issue resolution: Collaborate with Customer Services and with internal and external partners to resolve escalations promptly, and proactively work to close complicated and ageing customer service issues.
• Improvement initiatives: Lead improvement initiatives in Customer Services based on Commercial team feedback, including proactively monitoring and reporting on operational issues and implementing solutions.
• Leadership collaboration: Work with Customer Services Leaders to discuss and resolve escalations and common issues, and to implement new solutions.
• Commercial and Customer Service bridge: Develop a thorough understanding of processes so you can direct the commercial team to the right person to solve issues where needed.
• Service reviews: Conduct regular internal and external service reviews that showcase Customer Service performance, highlight risks, identify potential process improvements, and proactively guide Customer Operations Leadership teams on the continuous improvement agenda.
• Knowledge management: Build and manage a knowledge management database for assigned customers, requirements, and processes to create a sustainable operating model for the Customer Enablement function.

The skills we would love to see in your suitcase!

• Extensive travel industry experience, working with Operations, Customer Service, and/or Commercial teams.
• Advanced Microsoft Office skills.
• Project management skills are highly desirable.
• Ability to work under pressure and to tight deadlines.
• Willingness and ability to take ownership of decisions.
• Excellent communication and stakeholder management skills.
• Fluent English and Spanish language skills are required.