Customer Success Manager

Job Title

Customer Success Manager

Summary of the role:

The Amadeus Customer Success Managers (CSMs) empower our customers to unlock the most value of Amadeus solutions for higher return on their investment and a greater business impact. 
CSMs aim to bring in more expertise to support our customers business expansion. They are 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. They enable Amadeus to respond faster and more precisely to customer needs.

In this role you'll:

• Have successful prior experiences where significant amount of time was spent with customers, at all levels.
• Have deep understanding of customer needs and their businesses.
• Demonstrate the ability to advocate for customer internally. 
• Possess deep understanding of the travel industry (players, trends, principles) and ability to develop a sense of customer business drivers as well as their competitive landscape whether large or small, airline or Travel Seller.
• Be curious and knowledgeable about Amadeus solutions and can extract and present solution values to customers.
• Be able to develop network internally and at customer. 
• Have the ability to work with a high level of autonomy, based on management directions.
• Lead projects or contributes to broad cross-functional projects.
• Contribute to planning of resources and budget.
• Have prior roles such as: Product Manager, Product Expert, Technical Expert, Product Definition.

Customer Success planning:

• 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 contribute and execute effective Solution Action Plans for the account

Lifecycle management:

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

Relationship & network building:

• Able to develop strong bonds with primary clients
• Able to influence decisions and provide support as needed
• Can effectively present ideas and communicate to variety of internal and external audiences

Team / Resource management:

• Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals
• Able to clearly communicate to delivery team during handoff

About the Ideal Candidate:

• Bachelor's degree in Business or any related subjects.
• Solid understanding on Microsoft Office, Salesforce.com, Qlik, Tableau. Ability to learn how navigate Amadeus internal tools
• Fluent in English language (written and verbal), other languages desirable depending on customer assignment 
• In depth knowledge of Amadeus (or other Airline IT provider), in the specific area of Order (Reservations, Ticketing, Call Center applications)
• Demonstrated 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
• Strong customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges
• Deep understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
• Understanding of customer needs
• Able to understand customer needs and overall business case

Working at Amadeus, you will find:

🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

🎓 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.

🤗 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.

💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a