Account Manager Operations Support, Latin America & Caribbean

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. 

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Team Description:

Sabre Hospitality Solutions (SHS) is seeking a Contributor – Account Manager Operations, responsible for supporting the Account management team in optimizing customer retention strategies, enhancing customer support, and ensuring growth in client revenue through proactive engagement on operational support needs.

Reporting to the Head of Account Management Latin America & Caribbean, the selected candidate will be responsible for maintaining positive customer relations and coordinating various functions within the company to ensure customer requests are handled appropriately and in a timely manner.

Role and Responsibilities:
Responsible for interfacing with Account Managers, internal stakeholders (including product, implementations, and finance), and customers. Develops and maintains positive relationships and coordinates various functions within the company to ensure customer retention and satisfaction strategies are supported appropriately and in a timely manner, including (but not limited to):

• Leads weekly, bi-weekly, and monthly operational reviews with the client (in conjunction with the Account Manager)
• Assists with administrative tasks including CRM, reporting, preparation for client visits and presentations (in conjunction with the Account Manager)
• Coordinates with internal and external customers to meet service levels and maintain company standards
• Monitor performance and proactively provide clients with recommendations to optimize operational efficiencies
• Ensure contractual (operational) obligations are met from both client and Sabre
• Coordinates across the various functions within Sabre to ensure clients requirements are handled appropriately and in a timely manner
• Hold both the client and Sabre accountable for deliverables and decisions to keep projects and programs moving forward
• Proactively and diplomatically troubleshoot issues/potential issues with clients to ensure appropriate and relevant internal support is in place to support customer needs
• Make decisions based on keeping the three main pillars of our team always in balance: client satisfaction, employee satisfaction and fiscal fortitude
• Find opportunities for improvement across all pieces of the business we impact and provide solutions on how to get better
• In the course of above, undertaking of various operational and administrative tasks including but not limited to:
  • Support Case Creation, Escalation & Reporting
  • Property Terminations
  • User Access Management
  • Consortia & GDS Media Reports
  • Customer Facing Release Note Synopsis
  • Product Roadmap Research and Communication
  • Release & Defect Management Escalations
  • Customer Support Case Review Calls
  • Salesforce Reporting
  • GDS Rate/Property Verification
  • GDS HOD Review
  • CRS Report Generation for customers and BDMs
  • CRS Training for ad hoc system needs
  • TIN Management for defects and enhancements
  • Billing & Collection Requests & Escalation
  • Fee Increase Management & Credit Memo creation

Qualifications and Education Requirements:

• Pro-active, sense of responsibility, independent, customer friendly, and target-focused.
• Advanced level of English and Spanish both verbal and written
• Portuguese is a plus.
• A minimum of 2 years of customer-facing role (desirable to have CRS and/or hotel operations background)
• Knowledgeable of hospitality-centric technology and systems with strong technical aptitude is preferred.
• Must possess advanced Technical/systems knowledge (preferable)
  • Advanced Excel skills
  • SynXis CR
• Excellent oral and written communication skills delivering complex solutions in an easy-to-understand manner
• Ability to lead and direct multiple projects and initiatives simultaneously
• Ability to lead client-facing meetings for operational reviews
• Strong interpersonal skills: Ability to communicate professionally and effectively
• Exceptional time management, organizational skills and follow through; ability to handle multiple projects and deadlines.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.

#LI-Hybrid#LI-VP1