Digital Customer Success Manager for Spanish Market

<p>Job Title</p>Digital Customer Success Manager for Spanish Market<p>Summary:</p><p>As a Digital Customer Success Senior Specialist, you will manage a portfolio of customers in Spain, ensuring the growth of key Amadeus solutions adoption. You will collaborate with the sales team, onboard new customers, champion specific Amadeus solutions, and run projects across EMEA. Key skills include communication, marketing, project management, technological understanding, and commercial experience. Your mission is to empower customers to maximize the value of Amadeus solutions, focusing on small and medium-sized enterprises (SMEs) in the Spanish market and activities across the EMEA region. Customer Success Managers (CSMs) aim to support customer business expansion by understanding their needs and promoting the early adoption and best usage of Amadeus products. They ensure fast and precise responses to customer needs, leading the post-sales cycle, promoting renewals, and expanding accounts.                                                                             </p><p>In this role you will: </p><ul><li>Manages a team of Staff employees and has accountability for their performance and results. Sets performance objectives, conducts performance reviews and recommends pay action</li><li>Adopt team vision in line with the department strategy and operational challenges and translates it into a concrete action plan. Works with a high level of autonomy, with some guidance from Senior Manager. ​</li><li>Acts as a reference across multiple areas, anticipating solutions to complex problems.​</li><li>Optimizes efficiency based on knowledge and experience with the policies, procedures and business plan.</li><li>Provide support to Account Managers (AMs) in renewals and expansion efforts (upselling).</li><li>Monitor performance and key metrics such as customer satisfaction, solution adoption, usage, value delivered, churn rate, and growth through upsells, implementing corrective actions as needed.</li><li>Ensure alignment with different stakeholders/areas to secure the best customer experience and results, arbitrating when necessary.</li><li>Play a supportive role in critical retention cases where customers encounter technical or commercial challenges.</li><li>Conduct big webinars to evaluate the benefits of Amadeus services and sell services during webinars.</li><li>Utilize strong communication skills to connect with clients, explain Amadeus services, and attend events.</li><li>Manage the transition phase as the Sales team shifts objectives to Customer Success.</li><li>Collaborate with internal teams to update processes, services, and automation.</li><li>Lead key projects, such as developing a digital portal for customers to perform various activities.</li><li>Understand customer needs and share intelligence with the organization.</li></ul><p></p><p>About the ideal candidate: </p><ul><li>7-10 years of experience in Customer Success Management with a focus on the Spanish market.</li><li>Experience from travel industry is important</li><li>Strong commercial background and proficiency in marketing and communication skills.</li><li>Ability to conduct and lead impactful webinars.</li><li>Experience in managing teams through transition phases.</li><li>Capability to collaborate with internal teams and update processes effectively.</li><li>Dedication to understanding and meeting customer needs while driving organizational intelligence.</li><li>Experience with Eloqua is considered a plus.</li><li>Familiarity with tools such as Salesforce and Qlik is good.</li><li>Proficiency in an additional European language would be beneficial.</li></ul><p>                                                                                               </p><p>What we can offer you:</p><ul><li>💰 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.</li><li>🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</li><li>🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.</li><li>🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.</li><li>🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.</li><li>🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.</li><