Customer Success Manager

Amadeus•Irving, TX

3d•Hybrid

About The Position

The Amadeus Customer Success Manager (CSM) empowers their customers to unlock the most value of Amadeus solutions for a higher return on their investment and a more significant business impact. Customer Success Manager's bring more expertise to support our customer business expansion. They are 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. They enable Amadeus to respond faster and more precisely to customer needs, ensuring their success and satisfaction. The Customer Success Managers partner with the customer to maximize adoption and ensure they get all the assistance they need to quickly get desired business outcomes after implementing our solutions. Customer satisfaction, solution adoption, value delivered to customers, low churn, and growth through upsells are some of the main Key Performance Indicators (KPIs) for Customer Success Managers. CSM's are essential to identify a successful upsell, promoting renewals, and expanding accounts. Depending on a customer's size, complexity, and strategic value to Amadeus, a CSM can be assigned to one or multiple accounts. When working with Strategic Accounts, CSM is key in shaping and coordinating the work of the Extended Account Team. CSMs work with the different distribution channels, including NDC and EDIFACT, and with Airlines using Amadeus Altea, Navitaire, or 3rd party PSS systems.

Requirements

Bachelor's degree in Business, Engineering, Technology, or equivalent work experience.
Prior successful experiences (minimum of 5 years experience) where significant amount of time was spent with customers, at all level.
Must be curious and knowledgeable about Amadeus solutions.
Can extract and present solution values to customers.
Ability to develop network internally and at customer.
Prior experience in roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.
Advanced understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller.
Experience in Microsoft Office, Salesforce.com, Qlik, Tableau required.
Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH, etc)
English speaking required, any other relevant language depending on customer assignment.
Amadeus product / portfolio knowledge required (distribution products & NDC notably)
Advanced understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
Expertise in using analytical, reporting, planning, and marketing tools
Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
Must possess advanced conceptual thinking skills to develop customer specific use cases
Able to understand customer needs and overall business case
Advanced customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges
Highly adaptable and capable of evolving the success plan
Ability to work cross functionally (e.g., sales, product) in achieving account goals
Able to clearly communicate to delivery team during handoff

Responsibilities

Own the Distribution customer success plan
Drive customer alignment and goal-setting
Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements
Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation, communicating resource requirements, and risks, based on customer deployment readiness
If new customer or new solution, Participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context
New solution implementation: Ensure adoption and usage
Support implementation team when sharing progress updates to key buyer / decision maker on implementation journey
Co-Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals
Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption
Manage ongoing customer health: Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
When and where relevant, lead regular distribution success reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
Deliver and explain dashboards relevant to customers business outcomes
Advocate for customer internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.
Provide functional support and Orchestrate (new) business requirements through the customer & product cycles
Ensure customer satisfaction: Regularly and proactively check in with customers to gather feedback and increase satisfaction scores (e.g., NPS).
Collaboratively with the account team, organize the analysis of the Amadeus Customer Relationship Survey results, create or update the related action plan, and follow up on it.
Support the Amadeus Customer Relationship Survey process globally by representing airline distribution customers' needs: handling preparation activities, suggesting improvements in the survey and process, etc.
Support AM in renewals and expansion (upsell)
Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
Open leads as required accordingly.
Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth
Support AM & Distribution Sales in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment

Benefits

Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
Hybrid working model.
Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.
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.