Customer Success Management Senior Specialist

Amadeus It Group • New York, NY

206d • Hybrid

About The Position

The Amadeus Customer Success Manager empowers our customers (Online Travel Agencies and Strategic Consolidators) 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. 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. The CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business results after implementation of our solutions. CSMs lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts. Depending on the customer's size, complexity, and strategic value to Amadeus, CSM can be assigned to one or multiple accounts. The CSM works together with the Account Manager.

Requirements

• Must be able to work on-site at JFK Airport.
• Previous experience where a significant amount of time was spent with customers.
• Understanding of the travel industry and customer business drivers.
• Spanish & English speaking required.
• Amadeus product/solution/service portfolio knowledge required.
• Strong data synthesis skills.
• Ability to learn how to navigate Amadeus internal tools.
• Ability to travel as needed.

Responsibilities

• Understand customer needs and overall business case.
• Develop and execute effective Customer Success Plan for the account.
• Drive customer alignment and goal setting.
• Orchestrate Amadeus roles in engaging customer in upfront goal-setting.
• Co-create success plan with buyer/decision makers.
• Ensure early adoption & usage of products/solutions/services.
• Manage ongoing customer health.
• Lead regular business reviews to discuss progress towards value.
• Act as the point-person for escalations from customer leaders.
• Deliver and explain dashboards relevant to customers' business outcomes.
• Anticipate unique problems and offer creative solutions.
• Deliver customer training sessions to develop capabilities.
• Check in regularly and proactively with customers to capture feedback.

Benefits

• Competitive remuneration.
• Individual and company annual bonus.
• Vacation and holiday paid time off.
• Health insurances and other competitive benefits.
• Flexibility with a hybrid working model.
• Professional development opportunities.
• Diverse and inclusive workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level