Customer Success Manager, Amadeus
Offers bonus and equity
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
Offers bonus and equity
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- The CSM must have a thorough understanding of the Amadeus portfolio of products and the hospitality industry in general
- Bachelor’s degree in a related business field required or equivalent work experience
- Experience in Sales, Revenue Management, or Digital Agency preferred
- Experience in a sales or revenue management capacity within the hospitality industry preferred
- Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
- Detail-oriented with a bias toward action (project management experience preferred)
- Excellent written and verbal communication skills
- Motivated, focused, and able to work within a team as well as individually
- Problem-solving mindset. Able to derive conclusions from data analysis
- Ability to persuade, influence, and negotiate
- Fluent in English, and a second European language (ideally French, German, or Italian)
What the job involves
- The Customers Success Manager (CSM) is the customer advocate within Amadeus and serves as the main contact for an assigned portfolio of customers
- The CSM is expected to ensure that their customers are gaining the most benefit from the Amadeus products purchased and to identify opportunities where other Amadeus products may meet the needs of the customer
- The CSM is responsible for regularly providing their customers with useful information on ways to optimize the use of the Amadeus products which ultimately leads to improved revenue for the CSM’s customers and Amadeus
- The CSM also serves as a key contact for their customers for concerns pertaining to services purchased
- The CSM will be evaluated on the overall performance of their assigned portfolio (i.e. , revenue generation), customer retention, and customer satisfaction
- The CSM will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients
- The CSM works directly with their assigned group of customers to grow customer’s revenues as well as the revenues of Amadeus
- Reach assigned retention goals by developing relationships with stakeholders across an assigned account
- Become the main point of contact for optimization and usage of tools
- Enhance effective communications and be the main point of customer interaction to guide the client
- Retention: identify risks and ensure the renewal of the assigned portfolio
- Ensure customers' growth through product adoption and optimize use of products
- Generate Amadeus Hospitality revenue through upsell and cross-sell activities and ensure clients are seeing the value of Amadeus products
- Evaluate customer satisfaction with the product to pre-emptively solve problems
- Gather customer usage data relevant for product development
- Collect and share business process and industry best practices
- Participate in customer projects to handle the Amadeus Hospitality activities
- Identify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and services
- Identify opportunities to expand the Amadeus Hospitality footprint within the account
- Responsible for total Customer Success function, serving as the central point of contact and product expert for assigned products
- Responsible for all customer communications, conflict resolution, and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively
- Create value-driven material to share during client Business Reviews calls taking into consideration items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance, and all demand marketing channels
- Collaborate with Directors of Sales within your assigned regions
- Collaborate/coordinate with other departments to allow for a seamless renewal contracting process
- Work with Sales, Product, and other internal departments to ensure that renewals and potential new revenue opportunities are actioned
- A flexible hybrid working model - We want our employees to do their best work, however it works best for them (50% from home / 50% from office)
Application process
- End Date: May 15, 2025
Our take
Legacy Spanish travel and tourism IT provider Amadeus has been working in the industry since 1987 when it was originally founded as a European global distribution system (GDS) for airlines. Now its software connects travellers to journeys via agents, search engines, tour operators, accommodation, and transport.
Having diversified in the mid-noughties to match the evolution in digital technology, Amadeus now powers business analytics and software solutions for 16 sides of the travel industry and with 6 business tools. It doesn’t spread itself thin either, with more than 15,000 employees across the world and growth still in motion.
Amadeus continues to solidify its position as a leader in the travel and hospitality tech sectors, evidenced by its strong financial performance in the second quarter of 2024. The company's significant revenue growth, strategic acquisitions, and partnerships underscore its commitment to innovation and expansion and it doesn't plan to slow down anytime soon.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Company HQ
San Pascual, Madrid, Spain
Leadership
Luis Maroto
(CEO & President)Previously Deputy CEO and CFO at Amadeus before becoming the President and CEO in 2011. They also worked as a Corporate Support Functions Director at Grupo Bertelsmann.
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