Strategic Customer Success Manager

Job Title

Strategic Customer Success Manager

Summary of the role

Strategic Customer Success Manager (individual contributor role) is a integral part of the Travel Unit global commercial organization and key pillar of the customer life cycle. Within Global OTA, IT & Distribution Sales unit this position report to the head of CSM for Metasearch, Travix & New Players.

He/She is responsible for understanding the needs and constraints of assigned high-value strategic customers, and then promoting early adoption and usage of Amadeus product to derive maximum value for the customer. 

He/she leads the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts.

To achieve this, he/she ensures customers are satisfied with their Amadeus solutions. He/She work proactively with customers and internal team, gaining customer trust and uncover needs and opportunities for new solutions. 
He/She work together with Presales and Commercial account managers to develop the business and enlarge solution footprint.

KPIs your role is measured on:

Adoption (usage level of implemented products by the customer) Qualified upsell/cross-sell opportunity identification Share of Wallet (usage level of Amadeus versus competition) NPS satisfaction score by customer’s stakeholders and counterparts.

In this role you’ll/ Your main responsibilities:

Drive up-front customer alignment and goal setting:

• Orchestrate Amadeus’ roles in engaging customer in upfront goal setting and design, including defining KPIs, methods for tracking, and program design elements

• Co-create a success charter together with the customer and drive alignment on long-term targets/KPIs via a “Customer Success Plan” that you’ll own.

• Set clear expectations on engagement model with internal and external stakeholders.

Manage ongoing customer adoption and engagement:

• Proactively review and act on key metrics for already implemented or early adoption solutions.

• Extract and share useful insights from reporting and dashboards.

• Be the escalation point for when the customer is facing challenges, by activating individuals with relevant expertise to address these and feeding back progress updates.

• Ensure the solutions used by the customer have the necessary settings to enable KPIs to be met, directly or supported by specialized members of the account team.

• Request the necessary product evolutions for your customers

• Lead regular reviews with the customers, ensuring Amadeus is progressing towards providing them value and supporting them achieving their success criteria.

• Improve customer experience touchpoints end-to-end aiming at measurable customer satisfaction.

Support in renewals and expansion:

• Identify and qualify new opportunities for your customers, that will be explored by the Account Manager and Pre-Sales.

• Join renewal planning meetings before renewal date to discuss key actors/influencers, renewal strategy, expansion strategy, and any potential risks, develop joint plan accordingly

About The Ideal Candidate
To succeed in the role, you’ll need proven experience in the following areas:

• Previous experience of Amadeus IT solutions sales, marketing, account management, Delivery and/or project management in a commercial and business environment

• Has the ability to understand a business need from a customer or from a business analysis and to analyze how existing or new Amadeus IT solutions can support these business opportunities – nice to have

• Able to understand customer needs and overall business case

• Has ability to guide customers easily and probe to understand customer challenges

• Highly adaptable and capable of evolving the success plan – nice to have

• Demonstrate expertise in using analytical, reporting, planning, and marketing tools

• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators

• Possesses strong conceptual thinking skills to develop customer specific use cases

• Has knowledge of technologies and industry trends

• Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that achieve customer goals

• Able to collaborate with client to plan a route in order to achieve goals

• Able to develop and execute effective Customer Development Action Plans for the account

• Anticipates common problems and offers solid solutions to ensure smooth operational transition