Customer Success Manager

Job Title

Customer Success Manager

Job Description Summary

Responsible for managing large/high potential customers, empowering them to unlock the most value from Amadeus partnership and solutions for higher return on their investment and business impact. Customer Success aims to bring in more expertise to be a key element in 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 outcomes 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.

Common accountabilities:

• Acts as a trusted advisor and one of the key contacts for the customer.
• Works on adoption plans from strategic with top management to hands-on at travel agent level, generates leads, and ensures customer overall satisfaction (NPS).
• Possesses proficient functional knowledge to ensure the team performs at a high level. Is recognized as a leader in their area and may formally train Specialists/Senior Specialists.
• Understands how main business drivers may impact their area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate complex information.
• Works with a high level of autonomy, based on team leader directions. Leads projects or contributes to broad cross-functional projects. May contribute to planning of resources and budget.

Specific accountabilities:

Drive up-front customer alignment and goal-setting

• Participate in internal handover meetings with the AM to understand Account Plan and customer context.
• Orchestrate Amadeus roles in engaging the 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 the role of Customer Success, and with implementation communicating resource requirements, and risks, based on customer deployment readiness.
• Stay up to date with market trends.

Ensure early adoption and usage

• Share progress updates with key buyer/decision-maker on implementation journey working with the implementation team.
• Lead final “go-live” meeting – with key administrators and decision-maker post-implementation to align on deployment.
• Proactively check-in during the 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).
• Engage support functions internally whenever the customer runs into frustrating technical/business 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 the 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.
• Work with 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

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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.  

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