Customer Success Manager

Job Title

Customer Success Manager

Common Accountabilities:

• Ensure proficiency in technical knowledge to perform effectively (preferably in Amadeus products and API/Webservice).
• Understand how primary business drivers may impact their area. Assess complex problems with broad impact on activities, improve processes, recommend solutions and risk mitigation plans. Communicate detailed information effectively.
• Work autonomously based on management directions. Guide projects or contribute to broad cross-functional projects.
• Influence decisions related to own activities, anticipate dependencies and consequences in complex scenarios, contribute to transversal projects, propose improvements, and take responsibility for own and team commitments.

Specific Accountabilities:

Facilitate Initial Customer Alignment and Goal Setting:

• Participate in commercial meetings to understand and develop customer approaches and plans.
• Coordinate Amadeus roles in engaging customers in initial goal setting and design, including external meetings with key decision-makers to agree on program KPIs, tracking methods, and program design elements.
• Collaborate with buyers/decision-makers to create success plans, codifying program value-driving outcomes.
• Set clear expectations on the engagement model with stakeholders, build stakeholder maps, define responsibilities and KPIs, and plan risk management.

Ensure Early Adoption and Usage:

• Share progress updates with key buyers/decision-makers on the implementation journey, working with the implementation team.
• Lead the final “go-live” meeting with key administrators and decision-makers post-implementation to align on deployment.
• Proactively check-in during the first 90 days post-launch, discussing key data points (user/admin login rate, number of active users) and collaboratively find ways to boost adoption.
• Share helpful resources and collateral content with administrators in the early stages to support deployment.

Manage Ongoing Customer Health:

• Proactively review key metrics, reach out whenever they drop below target, and find ways to drive adoption.
• Lead monthly, mid-year, and annual business reviews to discuss Amadeus’s progress towards value and opportunities for improvement based on the success charter and KPI tracking (where available, via automated dashboards).
• Act in a coordinating support role whenever customers encounter technical challenges by engaging individuals with relevant expertise to address these and providing progress updates.

Support Account Manager (AM) in Renewals and Expansion (Upsell):

• Identify upsell or expansion opportunities and engage with the relevant team (Pre-Sales and AM).
• Check-in regularly with AM to discuss opportunities for account growth (in line with the AM account plan) and ways to address bottlenecks to growth.
• Contribute to Bid teams and support AM with renewals preparation, sharing customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment.

About the Ideal Candidate:

• Experience in Customer Success, Account Management, Consulting, or related client-facing roles.
• Experience working in the travel industry in roles related to technology, either as an IT professional or in business.
• Preferably knowledgeable in API/Webservice or Amadeus Travel Agency products.
• Strong communication and stakeholder management skills, with the ability to influence at all levels.
• Experienced in working with data to drive business decisions.

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.

Read Full Description