Customer Success Management Senior Specialist (Polish Speaking)

Job Title

Customer Success Management Senior Specialist (Polish Speaking)

Summary of the role

We are looking for a person for a position of Customer Success Management Senior Specialist who will be an integral part of the commercial organization and empower our customers to unlock the most value of Amadeus solutions for a higher return on investment and a more significant business impact. The person on this position is responsible for understanding the needs and constraints of high-value customers, and then promote early adoption and best usage of Amadeus products to maximize value for the customer. CSM leads the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts and driving customer satisfaction (NPS).

To achieve this, CSM ensure customers are satisfied with their Amadeus solutions and work proactively with customers and internal team, gaining customer trust and uncover needs and opportunities for new solutions.

In this role you'll:

Common accountabilities:

• Be trusted advisor and one of the key contacts for the assigned customers
• Enhance proactive communication
• Ensure customers growth through product adoption and optimize use of products
• Identify upsell & cross-sell opportunities and ensure clients are seeing the value of Amadeus product
• Work with AM in renewals preparation, identify and manage retention risks
• Own the customer success plan, drive customer alignment and goal setting
• Work on adoption plans from strategic with top management to hands on at travel agent level, generate leads, ensure customer overall satisfaction (NPS)

Drive up-front customer alignment and goal -setting

• Be a key contributor in the Commercial team to understand customer context, Account Plan, and share the Customer Success Plan and Adoption Plans etc.
• Analyze customer data and market trends to understand customer impact and key development areas
• Build Customer Success/Adoption plan jointly with customer based on the customer's objectives, market trends and your expertise, define relevant KPI's
• Set clear expectations on internal/customer engagement model with stakeholders building stakeholder map

Ensure early adoption and usage

• Close collaboration with implementation team to secure proper handover
• Together with Implementation team, lead final "go-live" customer meeting, including presentation of relevant adoption plan
• Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users, transactions) 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
• Lead success review with customers to bring insights in the usage of Amadeus solutions and follow up on Customer Success Plan KPI's (together/in close collaboration with Account Manager) 
• Be the customer advocate within Amadeus, voicing the customer challenges and needs
• Internally coordinate resources to maximize customer experience

About the ideal candidate

• University degree or equivalent qualification.
• Experience in customer management area in complex, international environment
• Fluent English
• Structured, preferable experienced in driving projects
• Good technical level preferable within API/Web service or similar
• Good knowledge of Amadeus solutions and Travel & IT industry
• Curios and eager to learn new things
• Customer centric, want to understand customer needs
• Commercial mindset (preferably experienced CSM or AM)
• Good communication skills, communicate both with to C-level and travel agents
• Analytic skills, use data and market trends to preform analysis and draw conclusions

We can offer you

• An international, diverse and inclusive culture full of development opportunities with the access to Global Learning HUB
• Highly collaborative environment built on bottom up initiatives and employees’ ownership
• Hybrid model of working:  from home and from the office
• Competitive salary, eligibility to a performance-based bonus scheme, an attractive possibility to invest in Amadeus shares and Employee Capital Plan
• Private healthcare package with ENEL-MED (incl. dental and vision) and reimbursement for glasses
• A flexible benefit platform to suit your needs
• Shopping vouchers for Easter and Christmas
• Life insurance
• Travel insurance
• Parking slots