Customer Success Management Senior Specialist

Job Title

Job Description Summary

Responsible for managing medium/large customer/s empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.

As part of Airport Operations, the Customer Success Management Senior Specialist aims to bring additional expertise to support our customers' 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.

Responsibilities

Common accountabilities:

• Has working experience and advanced and specialized technical/functional knowledge in own discipline. Understands how own area contributes to the business. Acts as a reference for colleagues with less experience and supports junior team members.​
• Influences decisions related to own activity, anticipating dependencies and consequences in complex scenarios, contributes to transversal projects, proposes improvements to processes and is accountable for own and team commitments.​
• Works independently within plan dictated by manager, with some guidance on most complex situations.

Specific accountabilities:

Drive up-front customer alignment and goal-setting

• Participate in internal handover meetings organized by AM to understand Account Plan and customer context.
• Orchestrate Amadeus roles in engaging customer in upfront goal setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design 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.

Ensure early adoption and usage

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

Manage ongoing customer health

• Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption.
• Lead monthly, mid-year and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards).
• 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.

Support AM in renewals and expansion (upsell)

• Identify upselling or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
• Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottlenecks to growth.
• Support AM 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.

About the ideal candidate:

• Understand the business model of your customer vertical, and the industry challenges.
• Understand customer needs & challenges.
• Problem solving & effectively addressing customer issues.
• Relationship management.
• Critical thinking.
• Analytical approach to customer success – focus on adoption and demonstration value.
• Proactive approach to customer success – focus on maximizing value at early stage.
• Consultative selling, up-sell and cross-sell.
• Seniority to manage C-D level stakeholders and challenging situations, conversations.
• Internal stakeholder management.
• Availability to travel up to 30% of the time across EMEA and Africa regions.

What we can offer you:

• 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.

#LI-EMEA

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.