Operational Account Manager

Who are Web Beds?

Web Beds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

Web Beds is a subsidiary of Web Travel Group (ASX: WEB) - an ASX 200 listed company operating a global digital travel business.

What makes us stand out?

* We are a wholesale global travel organisation

* We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries

* We partner with over 430,000 properties in more than 15,000 destinations

* We work with more than 44,000 travel companies in 139 source markets

* We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking.

What will your functions be?

As an Operational Account Manager for our LATAM region, 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 Web Beds business. This is a fully remote position, but the availability to travel is a must.

Responsibilities include but not limited to:

* 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.

What are we looking for?

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

* Ability to work under pressure and to tight…