Senior Customer Success Manager

<p>Job Title</p>Senior Customer Success Manager<p>Responsible for leading strategic customer/s (Large, high revenue and  growth), empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact. <br/>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. <br/>The CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions.<br/>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.</p><p></p><p>Common accountabilities:<br/><br/>- Proficient with functional and technical knowledge, recognized as an expert in own area within the organization. Serves as an advisor, coordinates and guides others in resolving complex issues with implications on cross functional business processes and outcomes. ​<br/><br/>- Understands industry drivers, uses financial indicators to measure performance and effectively drives business decisions; recommends solutions/best practices and strategies in own area. Contributes with the planning and organization of an area and to large scale decision-making processes.​​<br/><br/>- Works independently, with guidance in only the most complex situations. ​Provides leadership and direction to other Managers and contributes to a culture of innovation. ​<br/><br/>Specific accountabilities:<br/><br/>Drive up-front customer alignment and goal-setting<br/>* Participate in internal handover meetings organized by AM to understand Account Plan and customer context<br/>* Orchestrate Amadeus roles in engaging customer in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design elements<br/>* Co-create success plan with buyer / decision makers, codifying program value-driving outcomes<br/>* 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<br/><br/>Ensure early adoption and usage<br/>* Share progress updates to key buyer / decision maker on implementation journey working with implementation team<br/>* Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment<br/>* Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption<br/>* Share helpful resources and collateral content with administrators in early stages to support deployment<br/><br/>Manage ongoing customer health<br/>* Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption<br/>* 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)<br/>* 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<br/><br/>Support AM in renewals and expansion (upsell)<br/>* Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).<br/>* 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.<br/>* 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</p><p></p><p></p><p></p><p>Diversity &amp; Inclusion</p><p></p><p>We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.</p><p></p><p></p><p></p>