Director, Customer Success Management

Job Title

Director, Customer Success Management

Summary of the role:

The Director, Customer Success Management role oversees a team of Customer Success Managers. Responsibilities involve leading and motivating a team of customer success managers, ensuring that they have the necessary resources and support to succeed. This role establishes objectives, sets priorities, and organizes resources and tasks to achieve goals. The Director of Customer Success Management makes strategic decisions that align with organizational objectives and implements necessary changes if needed and will maintain open lines of communication within the team and with external stakeholders. As people leader, this person is responsible for managing the overall performance of the team, ensure objectives are met and team members are supported in their professional growth. The Director, Customer Success Management coordinates all activities that enable customers (Travel Sellers and Airlines) to unlock the most value of Amadeus solutions for higher return on their investment and business impact.

The Director, Customer Success Management organizes the team to bring in the required expertise to support our customers' business expansion.  They are responsible for understanding the needs and constraints of the customer as well as their strategic direction, and then promotes early adoption and best usage of Amadeus products to derive maximum value. This role enables Amadeus to respond faster and more precisely to customer needs.

Customer satisfaction, solution adoption, value delivered to customer’ s low churn, and growth through upsells are some on the main KPIs for Customer Success Managers. The Director, Customer Success Management holds accountability for the optimization of the team to obtain the best return and they 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.

In this role you’ll:

Own Customer Success Plan: 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 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 for a new customer or new solution to understand Account Plan and customer context.

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 (quarterly or annual) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking.

• 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.

• Deliver and explain dashboards relevant to customers’ business outcomes.

• Advocate for customers internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.

Talent Management and Engagement:

• Manage a team of engaged, high performance Customer Success Managers.

• Provide coaching and mentoring in their roles and motivate the team to achieve the business success.

• Guide team members in best practices and ensure the customer success model is being applied as designed.

• Ensure available tools, metrics, accesses, and permissions are available to the team so they can perform to the best of their capacity. Support the people's growth and plan career development in the context of the role.

About the ideal candidate:

• Education: Bachelor’s degree in business or any related subjects and/or equivalent experience

• Prior experiences where a significant amount of time was spent with customers, at all levels.

• Team management experience is a must.

• Minimum of 10+ years’ experience in prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, and/or IT Account Management.

• Tra