Customer Success for Small and Medium Travel Agencies - DACH Market

Job Title

Customer Success for Small and Medium Travel Agencies - DACH Market

As a Customer Success Senior Specialist at Amadeus, you'll oversee a portfolio of small and medium Travel agencies in DACH market - Austria, Switzerland, and Germany, driving adoption of key solutions and collaborating with the sales team to identify new opportunities and onboard new customers. Your role extends to championing specific Amadeus solutions and conducting analyses and projects across the EMEA region. Key skills include communication, marketing, project management, technology understanding, and commercial experience. Your mission is to empower customers, particularly in the SME segment, across the Spanish market and EMEA, to maximize the value of Amadeus solutions. Customer Success Managers play a crucial role in understanding customer needs, promoting adoption, and ensuring successful implementation, ultimately contributing to sales success, renewals, and account expansion.  

                                                               

In this role you will:

• Utilize experience in running complex projects to anticipate risks and manage timelines effectively.
• Serve as a proficient communicator and public speaker, representing Amadeus at customer events both face-to-face and online.
• Demonstrate advanced technical and functional knowledge in the field, acting as a reference for colleagues and supporting junior team members.
• Influence decisions related to your area of expertise, contributing to transversal projects and proposing improvements to processes.
• Work independently within the plan outlined by your manager, providing guidance in complex situations.
• Drive Up-front Customer Alignment and Goal-setting
• Participate in internal handover meetings to understand Account Plans and customer context.
• Orchestrate Amadeus roles in engaging customers in upfront goal-setting and program design.
• Co-create success plans with buyers/decision-makers, outlining program value-driving outcomes and engagement models.
• Provide progress updates to key decision-makers during the implementation journey.
• Lead final "go-live" meetings post-implementation to align on 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)
• Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.
• Share resources and collateral content to support deployment in early stages.
• Support AM in renewals and expansion (upsell)
• Identify upsell or expansion opportunities and engage with 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 bottle-necks to growth.
• Support 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

About the ideal candidate:

• 5-7 years of experience in Travel agency ( with Amadeus Solution Knowledge) or CSM role.
• Fluent in both written and spoken German and English
• Experience in Leisure travel agency industry in DACH Market
• Proven track record of successfully managing complex projects and influencing stakeholders.
• Excellent communication and presentation skills, with the ability to articulate technical concepts to non-technical audiences.
• Strong analytical skills and the ability to interpret data to drive decision-making.
• Experience in the technology industry or working with software solutions is preferred.
• Additional languages such as French or Spanish are a plus.
• Experience with CSM tool as been preferred
• Familiarity with tools such as Salesforce and Qlik is good.                                                     

What we can offer you:

• 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes,