Customer Success Manager

Job Title

Customer Success Manager

Purpose of the role

The Amadeus Customer Success Manager empower their customers (Airlines) to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
CSMs aim to bring in more expertise to support our customer business expansion. They are responsible for understanding the needs and constraints of customers, and then promoting early adoption and best usage of Amadeus products o derive maximum value for the customer. They enable Amadeus to respond faster and more precisely to customer needs.
The Customer Success managers 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.
Customer satisfaction, solution adoption, value delivered to customer, low churn, growth through upsells are some on the main KPIs for Customer Success Managers.
While Account Managers continue to be the customer primary point of contact, the Customer Success Managers 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.

Main Responsibilities

Own Customer Success Plan: drive customer alignment and goal-setting

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
If new customer or new solution, participate in internal handover meetings organized by Account Manager to understand Account Plan and customer context

New solution implementation: ensure early adoption and usage

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
Share helpful resources and collateral content with administrators in early stages to support deployment

Manage ongoing customer health

Monitor customer data and engage admin (primarily through digital content or tech touch) whenever any one of the key metrics falls “into churn levels” to help them understand what is causing the problem and offer solutions
Send automated quarterly dashboard report detailing key metrics and how they compare to peer benchmarks
Share relevant collateral content that can help solve specific challenges the customer faces

Support AM in renewals and expansion (upsell)

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
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

Experience Required

Experience in Account Management, Delivery, Customer Care, Product Management, IT Account Management.

Demonstrate ability to advocate for customer internally and to develop network internally and at customer.

Curious and knowledgeable about Amadeus solutions.

Has the ability to extract and present solution values to customers.

Has a deep understanding of the travel industry

Has a sense of customer business drivers and well as their competitive landscape.

Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.