Implementation Manager, Amadeus
German or French Speaker, Customer Delivery
Travel analytics software
Job no longer available
Travel analytics software
1001+ employees
Job no longer available
1001+ employees
Company mission
To power better journeys through travel technology.
Role
Who you are
- Proficient in English with additional languages (preferred German or French)
- Previous experience in hospitality will be a plus
- Proven experience in customer service area is mandatory
- Strong communication skills
- Experience in implementation will be a strong asset
What the job involves
- The Implementation Manager will assist the implementation project team through the definition and planning phases and then monitor and control the strategic project to completion using Project Management methodology
- He will be also responsible for problem resolution and project success
- Serve as Amadeus Hospitality customers’ main point of contact during the onboarding via all incoming channels (phone, email, etc.); initially trained for a specific product/product line with additional cross trained as competency/knowledge increases
- Review the information provided by the client in the implementation forms or implementation workbooks
- Configure the iHotelier CRS and additional tools by following the implementation SOP/guide
- Assist the client throughout the whole onboarding process until last product purchased of the reservation solution portfolio goes live
- Provide to client an explanation of the overall onboarding process with steps that will take place and how the different product purchased will integrate
- Coordinate activation dates with clients, internal teams and third parties and make sure client is timely updated in case of any changes to the timeline
- Train the client on the assigned product functionalities and share all Education & Training materials available
- Hand over every account to Customer Support within the given timelines by following the Implementation SLAs/KPIs
- Act as a consultant/trusted advisor to the customer, sharing and advising on best practices and best possible configurations
- Maintains the highest level of client satisfaction
- Quickly understands customer needs and impact. Service customer in a fast and efficient manner and apply workarounds (if applicable) if final solution cannot be applied in a short time
- Keeps management informed of client issues as needed and status of his/her projects; - Raises unresolved issues to Team Leads for both technical and process guidance; identifies when own knowledge/options have been exhausted and appropriate escalation of the problem should be made
- Raises internal/external escalations in accordance with established escalation
- Procedures
- Solves and answers to customer issues, questions efficiently and with high quality standards
- Maintain technical knowledge of all Amadeus Hospitality products you support; - Keep the implementation process guides up to date
- Ensure efficient and qualitative implementation handling by following the defined delivery process and tools
- Provide proactive feedback on process improvements. Report anomalies in processes, features and suggest improvements, action points to accelerate processes and improve everyday tasks
- Make sure sf.com status and notes of the projects handled are properly and timely updated to guarantee trustful data
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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