Job Title
Customer Success Manager
Summary:
The Customer Success Manager (CSM) is responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This leads to improved revenue for both customers and Amadeus. The CSM also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSM will secure renewals by demonstrating value for Amadeus solutions and building strong relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of customers to grow customer’s revenues as well as the revenues of Amadeus.
In this role you will:
- Reach assigned retention goals by cultivating relationships with stakeholders across an assigned account
- Become primary point of contact for optimization and usage of tools
- Enhance proactive communications and to be customer interaction main entry point to guide the client
- Ensure customers growth through product adoption and optimize use of products
- Retention: identify risks and ensure the renewal of the assigned portfolio
- Generate Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products
- Collaborate with Directors of Sales within your assigned regions
- Collaborate / coordinate with other departments to allow for a seamless renewal contracting process.
- Evaluate satisfaction of customer with product to pre-emptively solve problems
- Gather customer usage data relevant for product development
- Collect and share business process and industry best practices
- Participate in customer projects to handle the Amadeus Hospitality activities
- Identify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and services
- Identify opportunities to expand the Amadeus Hospitality footprint within the account
- Responsible for total Customer Success function, serving as the central point of contact and product expert for assigned products
- Responsible for all customer communications, conflict resolution and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.
- Create value driven material to share during client Business Reviews calls taking into consideration items such as booking patterns, customer profiles, competitive sets,system usage, marketing or media performance and all demand marketing channels.
- Works with Sales, Product and other internal departments to ensure that renewals and potential new revenue opportunities are actioned.
About the ideal candidate:
- Bachelor’s degree in a related business field required or equivalent work experience
- 5 – 7 years of experience in Customer Success role
- Experience in a Revenue Management or Digital Agency preferred
- Experience in a sales or revenue management capacity within the hospitality industry preferred
- Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
- Details oriented with a bias toward action (project management experience preferred)
- Excellent written and verbal communication skills
- Self-motivated, goal oriented, and able to work within a team as well as individually
- Analytical mindset. Able to drive conclusion from data analysis
- Ability to persuade, influence and negotiate
- You speak Fluently English, and a second European language (ideally French, German or Italian)
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.
