Customer Success Manager

Job TitleCustomer Success ManagerSummary of the role:The Amadeus Customer Success Manager empowers our customers (Travel Sellers and Airlines) to unlock the most value of Amadeus solutions for a higher return on their investment and a more significant business impact. CSMs aim to bring in more expertise to support our customer business expansion. They are responsible for understanding the needs and constraints of customers and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer. They enable Amadeus to respond faster and more precisely to customer needs.The Customer Success Managers partner with the customer to maximize adoption and ensure they get all the help they need to achieve business outcomes after implementing our solutions quickly. Customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells are some of the main KPIs for Customer Success Managers.While Account Managers remain the customer's primary point of contact, Customer Success Managers lead the post-sales cycle. They are essential to identify a successful upsell, promoting renewals, and expanding accounts. Depending on a customer's size, complexity, and strategic value to Amadeus, CSMs can be assigned to one or multiple accounts. The CSM works hand-in-hand with the Account Manager.In this role you’ll:Own the customer success plan:Drive customer alignment and goal-settingOrchestrate Amadeus roles in engaging customers in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elementsCo-create success plan with buyers/decision makers, codifying program value-driving outcomesSet clear expectations on engagement model with stakeholders, building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readinessParticipate in internal handover meetings organized by Account Manager to understand Account Plan and customer contextNew solution implementation:Ensure early adoption and usageSupport implementation team when sharing progress updates to key buyers/decision makers on implementation journeyLead final “go-live” meeting – with key administrators and decision maker post-implementation to align on deployment goalsProactively check-in post-launch discussing key data points and tactically problem-solve ways to boost adoptionManage ongoing customer health:Proactively review key metrics, reach out whenever they drop below target, and problem-solve ways to drive adoptionShare best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.Lead regular (quarterly or annual) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI trackingAct as the point-person for escalations from customer leaders including whenever customer runs into frustrating technical challenges by activating individuals/other leaders to address these and feeding back progress updates.Deliver and explain dashboards relevant to customers' business outcomesAdvocate for customers internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.About the ideal candidate:Bachelor's degree and/or equivalent work experienceMinimum of 5 years’ experience required in roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.Prior experiences where a significant amount of time was spent with customers, at all levels. Team management experienceA deep understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller.Understand customer business drivers as well as their competitive landscape (what makes them successful) a must, preferably in a matrix organization.Experience in Microsoft Office, Salesforce.com, Qlik, Tableau required.Ability to learn how to navigate Amadeus internal tools (e.g., Win@aproch, ASH,…)English speaking requiredStrong Amadeus product/portfolio knowledge requiredDeep understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomesExpertise in using analytical, reporting, planning, and marketing toolsStrong data synthesis skills, with an ability to draw insights from a diverse set of indicatorsMust possess strong conceptual thinking skills to develop customer-specific use casesHas deep knowledge of technologies and industry trendsAdditional expectations within the role:Understanding customer needs:Able to understand customer needs and overall business caseStrong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challengesCreative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goalsAble to develop and execute effective Customer Development Action Plans for the accountLifecycle management:Anticipates unique problems and offers creative solutions to ensure smooth operational transitionsDelivers customer training sessions to develop capabilities focused on long-term value creationChecks in regularly and proactively with customers to capture feedback and improve satisfaction scoresRelationship & network building:Able to develop strong bonds with primary clientsAble to influence decisions and provide support as neededCan effectively present ideas and communicate to a variety of internal and external audiencesTeam / Resource management:Strong collaborative leadership, with an ability to work cross-functionally (e.g., sales, product) in achieving account goalsAble to clearly communicate to delivery team during handoffWhat we can offer you:The opportunity to work for one of the world’s top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspectiveSkills development and opportunities to try new ideasA global diverse work environmentApplication process:The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV and apply.Are you the one we are looking for? Apply now!Diversity & Inclusion:Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at accommodations@amadeus.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

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