Customer Success Management Senior Specialist

Job Title

Customer Success Management Senior Specialist

The Amadeus Customer Success Manager empowers our customers (Online Travel Agencies and Strategic Consolidators) to unlock the most value of Amadeus solutions for a higher return on their investment and a more significant business impact.

CSMs aim to bring in more expertise to support our customer 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 results after implementation of our solutions. CSMs lead the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts. Depending on the customer’s size, complexity, and strategic value to Amadeus, CSM can be assigned to one or multiple accounts. The CSM works together with the Account Manager.

 

About the Role:

Understanding customer needs

• Able to understand customer needs and overall business case
• Strong customer management skills with an ability to relate to customers easily and probe to understand customer challenges
• Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that could help to achieve customer goals
• Able to develop and execute effective Customer Success Plan for the account 

Own the Customer Success Plan (CSP):

• Drive customer alignment and goal setting
• Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Customer Success Plan 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 role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness
• Participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context

 

Ensure early adoption & usage of products/solutions/services:

• Share progress updates to key buyer / decision maker on implementation journey working with implementation team
• Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment goals
• Proactively check-in post launch discussing key data points 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
• Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
• Lead regular (e.g. quarterly) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
• Act as the point-person for escalations from customer leaders including whenever customer runs into frustrating technical challenges by activating individuals/other leaders to address these and feeding back progress update.
• Deliver and explain dashboards relevant to customers’ business outcomes
• Advocate for customer internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.

 

Lifecycle management

• Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
• Delivers customer training sessions to develop capabilities focused on long-term value creation
• Checks in regularly and proactively with customers to capture feedback and improve satisfaction scores

 

Relationship & network building

• Able to develop strong bonds with primary clients