Job Title
Customer Success Management Senior Specialist
Summary:
Responsible for managing medium/large customers, supporting them to maximize the value from Amadeus solutions for higher return on their investment and business impact. Customer Success Managers (CSMs) aim to provide additional expertise to support our customers’ business expansion. Responsible for understanding the needs and challenges of customers, and then encouraging early adoption and optimal usage of Amadeus products to derive maximum value for the customer. The CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly achieve business outcomes after implementation of our solutions. CSMs guide the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.
In this role you will:
- Participate in internal handover meetings organized by Account Manager (AM) to understand the Account Plan and customer context.
- Collaborate with Amadeus roles in engaging customers in upfront goal-setting and design.
- Develop a success plan with buyers/decision makers, outlining program value-driving outcomes.
- Establish mutual expectations on the engagement model with stakeholders.
- Share progress updates with key buyers/decision makers on the implementation journey.
Common accountabilities:
- Has relevant experience and technical/functional knowledge in own discipline.
- Understands how own area contributes to the business.
- Serves as a resource for colleagues with varying levels of experience and supports team members.
- Contributes to decisions related to own activity, considering dependencies and consequences in various scenarios.
- Works autonomously within a plan developed with the manager, with some guidance on more challenging situations.
Specific accountabilities:
- Facilitate the final “go-live” meeting with key administrators and decision-makers post-implementation.
- Regularly check-in during the first 90 days post-launch, discussing key data points and collaboratively finding ways to boost adoption.
- Share helpful resources and collateral content with administrators in the early stages to support deployment.
- Proactively review key metrics, reach out whenever they drop below target, and collaboratively find ways to drive adoption.
- Lead monthly, mid-year, and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement.
About the ideal candidate:
- University degree in Computer Science or related field, or equivalent work experience,
- Experience in Customer Success.
- Fluent in both written and spoken French and English
- Experience in the Travel Industry is mandatory.
- Strong communication and collaboration skills.
- Ability to work autonomously and as part of a team.
- Proficiency in developing and maintaining customer relationships.
What we can offer you:
- 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
- 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
- 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
- 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
- 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
- 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
- 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
- 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
Join us and take your career to the next level while making a significant impact on product development and user experience!
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
What We Do
Travel powers progress. Amadeus powers travel. Amadeus’ solutions connect travelers to the journeys they want, linking them via travel agents, search engines and tour operators to airlines, airports, hotels, cars and railways.
Technology has always been critical to developing global travel, increasing scale, choice and access. We have developed our technology in partnership with the travel industry for 30 years.
We combine a deep understanding of how people travel with the ability to design and deliver the most complex, trusted, and critical systems our customers need.
