Job Title
Position type: Full time
Location: San Jose, Costa Rica
Job ID: R36451
Job family: Customer Success Management Associate
Summary of the role:
The Senior Customer Operations Specialist is responsible for supporting the Customer Success Manager (CSM) in securing Amadeus Hospitality revenue by ensuring contracts are generated, renewed, and processed on schedule. This role maximizes revenue retention by escalating termination notices, customer objections, and delayed renewals.
In this role, you will:
Proactively support the Director of Sales (DOS) and CSM by monitoring contract expiration and termination information for all assigned accounts through reporting and dashboards.
Generate contracts and submit them to customers for signature through defined processes. Ensure contract accuracy and completeness following defined processes and procedures.
Engage clients to request contract signatures, respond to questions, and resolve issues.
Process completed contracts through order management to ensure no disruption of service. Escalate term requests, objections, or failures to renew to the CSM for action and reminders.
Partner with Customer Operations Specialists to assist with tasks such as credit hold reviews, affiliation updates, property name changes, spend reports, etc.
Manage relationships by partnering with DOS and CSM as part of the account team to support customers on renewal activities.
Actively support Customer Success Managers to promote adoption and usage.
Assist with daily customer requests and issues with internal teams such as Customer Operations Specialists (COS).
Coordinate renewal activities and contract processing with CSM. Manage order processing for successful contract completion. Maintain Salesforce (SFDC) accuracy and tracking for all renewal activities. Analyze renewals for VPs and CSM leaders in coordination with the Customer Success Analyst.
About the ideal candidate:
Bachelor's degree in a related business field or equivalent work experience.
2-5 years of experience in sales/customer support. Proficient with Microsoft Office and Salesforce. Capable of managing projects, well-organized, with good written and communication skills, detail-oriented, and some financial skills. Ability to problem-solve.
Advanced conceptual thinking skills to develop customer-specific use cases.
Exceptional negotiation and planning skills, clear communication, and commercial sense.
Able to manage challenging conversations.
Understanding of the Hospitality Industry.
This role is a hybrid working model role
Working at Amadeus, you will find:
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
🌎 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 complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
🌈 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.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity 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. 
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.
Skills Required
- Bachelor's degree in a related business field or equivalent work experience.
- 2-5 years of experience in sales or customer support.
- Proficient with Microsoft Office.
- Proficient with Salesforce (SFDC).
- Project management skills and ability to manage projects.
- Well-organized with strong attention to detail.
- Good written and verbal communication skills.
- Some financial skills and ability to analyze renewals.
- Problem-solving ability.
- Advanced conceptual thinking to develop customer-specific use cases.
- Exceptional negotiation and planning skills and commercial sense.
- Ability to manage challenging conversations and escalate appropriately.
- Understanding of the Hospitality industry.
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.
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