Posted by Gavin Hambrey (Account Manager, Amadeus UK)
I’ve just celebrated my tenth anniversary at Amadeus UK. As a bit of a veteran having had my first Account Management role in 2004, I have lost count of the number of times that I have explained to someone from outside the industry that I am not crunching numbers or sitting in a Finance office. Maybe a better way to think of it is as a Commercial Partner or Relationship Manager.
Account Management at Amadeus has always been about service, efficiency, and developing mutually beneficial and long-term business relationships with our customers.
Over the many years that I have been involved there has been an evolution in our approach, from simply ‘delivering the news’ and talking through booking numbers, to looking at how we, as Amadeus, can really improve the businesses of our customers by working with them as a strategic partner to design and deliver bespoke solutions. Part of today’s conversations is talking knowledgeably about industry trends and helping customers understand some of the implications of changes in technology. It really is fascinating and enjoyable stuff.
To stay current, we read about industry news and business stories, so we know what is happening in the wider world and where our customers can ‘buck the trend’ or ‘ride the wave’. We assess customer specific needs and seek out pain points across the business spectrum where we think we can really make a difference. And we look towards the future with new solutions and consultancy services, delivering leading technology to allow our customers to seize their business opportunities.
I encourage our customers to speak openly to us about their aspirations to help us shape our Product Development Plan – we have a proven track record of continuous investment in IT and Research & Development as a company, so we want to ensure that our projects are always customer driven. I encourage people to talk to me about their businesses, their own customers’ needs, and their business goals, so that I fully understand their wider business objectives. From this in-depth understanding we are able to deliver the right people at the right time – whether they are functional experts, business consultants, or process auditors – to help deliver bespoke products and services.
These days it is not enough to provide the same off the shelf solution to everyone. Although our core products remain an important and valuable part of our offering, we are also working to deliver more integrated solutions that handle Front, Mid and Back Office functions; together with new relevant sources of content. This is then packaged into a seamless working environment, with a customised workflow that enables a customer to deliver their unique selling proposition.
I am convinced there are real benefits in switching to Amadeus from a functional and operational perspective, but we also want the move to – and on-going relationship with – Amadeus to be one that endorses our position as the market leader in customer service. I am proud to work for Amadeus and proud to be part of a market leading customer servicing team.
The Account Manager is the primary contact point for all of our customers, but we also rely on the support of many individuals throughout the organisation – be they in the Help Desk, the Finance department, or on our Reception desk. We pull all of these services together into our customer offering, so that every member of our team can make a personal contribution to a superior customer experience.
I like the fact that every day and every customer is different. And when you’re leading from the front, it is a great place to be.