Customer Success Management Senior Specialist, Amadeus
+ Annual Bonus + Equity
Office located in JFK Airport, NY
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
+ Annual Bonus + Equity
Office located in JFK Airport, NY
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Must be able to work on-site at JFK Airport
- Previous experience where a significant amount of time was spent with customers, at all levels
- Understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller
- Understand customer business drivers and well as their competitive landscape (what make them successful) a must, preferably in a matrix organization
- Spanish & English speaking required
- Amadeus product / solution / service portfolio knowledge required
- Understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
- Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
- Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH,…)
- Ability to travel as needed
What the job involves
- 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 a 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
- Understanding customer needs
- Able to understand customer needs and overall business case
- Strong customer management skills with an ability to relate to customers easily and probe to understand customer challenges
- Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that could help to achieve customer goals
- Able to develop and execute effective Customer Success Plan for the account
- Own the Customer Success Plan (CSP):
- 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 Customer 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
- Participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context
- Ensure early adoption & usage of products/solutions/services:
- 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 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
- Lead regular (e.g. quarterly) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
- Act as the point-person for escalations from customer leaders including whenever customer runs into frustrating technical challenges by activating individuals/other leaders to address these and feeding back progress update
- 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
- Lifecycle management
- Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
- Delivers customer training sessions to develop capabilities focused on long-term value creation
- Checks in regularly and proactively with customers to capture feedback and improve satisfaction scores
- Relationship & network building
- Able to develop strong bonds with primary clients
- Able to influence internal & external decisions and provide support as needed
- Able to effectively present ideas and communicate to a variety of internal and external audiences
- Team / Resource management
- Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals
- Able to clearly communicate with the delivery team during handoff
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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