Customer Success Manager

Job Title

Customer Success Manager

Summary of the role:

Responsible for managing small/medium customer/s empowering them to unlock the most value of Amadeus solutions for higher return on their investment and 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 outcomes after implementation of our solutions.

Customer Success Managers lead the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts.

Common accountabilities:

• Has the required technical/functional knowledge and experience in own discipline. Knowledge of the Amadeus business and how it is related to own area.
• Works using existing procedures or guidelines and provides inputs to support/influence area decisions. Makes recommendations on new solutions and proposes improvements by analyzing different sources of information.
• Works with a moderate level of guidance and direction from manager.

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 upsell 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 bottle-necks 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:

• Education: Bachelor's degree in a related business field required or equivalent work experience

• Relevant Work Experience:

• 5-8+ years' of combination hospitality Customer Success, hotel revenue management / eCommerce / marketing / sales or providing services and solutions to hotels via a SaaS company.

• Prior experience managing and optimizing a portfolio of customers.

• Demonstrated experience of managing a portfolio of accounts and achieve financial goals.

• Technical Expertise:

• Proficient knowledge and understanding of Amadeus products and hotel industry required

• Skills

• Computing:

• Proficiency with MS PowerPoint, Word, Excel, and Outlook is required.

• Knowledge of Salesforce.com preferred.

• Language: English

• Specific Knowledge: Revenue Management skills

• Other:

• Demonstrated aptitude to complete multiple tasks concurrently and deliver results under pressure

• Detail oriented with a bias toward action (project management experience preferred)

• Previous experience of achieving client objectives and company financial objectives through understanding of client objectives and influencing and directing internal product and operations teams

• Excellent analytical, problems solving and troubleshooting skills -define problems, collect data, establish facts and draw conclusions

• Strong overall business and people skills, including planning, presentation skills, sales skills and business acumen

• Proficient communication skills; effectively interface with all levels and departments on a formal, informal, written and verbal basis Self-motivated, goal oriented, and able to work in a team environment

Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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