Customer Success Manager Air Distribution

Summary of the role:

The Amadeus Customer Success Managers empower 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 get 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, CSM 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-setting

• Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements

• Co-create success plan with buyer / decision makers, codifying program value-driving outcomes

• Set 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 readiness

• Participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context

New solution implementation:

• Ensure early adoption and usage

• Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey

• Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals

• Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption

Manage ongoing customer health:

• Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption

• Share 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 tracking

• Act 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 update.

• Deliver and explain dashboards relevant to customers business outcomes

• Advocate for customer 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 experience

• Minimum of 5 year experience required in roles prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.

• Prior experiences where significant amount of time was spent with customers, at all levels. Team management experience

• A 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 and well as their competitive landscape (what make them successful) a must, preferably in a matrix organisation.

• Experience in Microsoft Office, Salesforce.com, Qlik, Tableau required.

• Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH,…)

• English speaking required

• Strong Amadeus product / portfolio knowledge required

• Deep understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes

• Expertise in using analytical, reporting, planning, and marketing tools

• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators

• Must possess a strong conceptual thinking skills to develop customer specific use cases

• Has deep knowledge of technologies and industry trends

• Position can be based in Miami or remote

Additional expectations within the role:

Understanding customer needs

• Able to understand customer needs and overall business case

• Strong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges

• Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goals

• Able to develop and execute effective Customer Development Action Plans for the account

Lifecycle management

• Anticipates unique problems and offers creative solutions to ensure smooth operational transitions

• Delivers customer training sessions to develop capabilities focused on long-term value creation

• Checks in regularly and proactively with customer to capture feedback and improve satisfaction scores

Relationship & network building

• Able to develop strong bonds with primary clients

• Able to influence decisions and provide support as needed

• Can effectively present ideas and communicate to variety of internal and external audiences

Team / Resource management

• Strong collaborative nature, with an ability to work cross functionally (e.g., sales, product) in achieving account goals

• Able to clearly communicate to delivery team during handoff

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.