Customer Success Manager

Job Title

Customer Success Manager

The Customers Success Manager (CSM) is the customer advocate within Amadeus and serves as the primary point-of-contact for an assigned portfolio of customers. The objective of the CSM is to understand client needs/objectives, develop strategies and work in unison with our internal Amadeus teams to execute against the projects and campaigns. The CSM will secure renewals by demonstrating value for Amadeus solutions and building strong relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of customers to grow customer’s revenues as well as the revenues of Amadeus.

The CSM is expected to ensure that their customers are gaining full benefit of the Amadeus products purchased as well as to identify opportunities where other Amadeus products may meet the needs of the customer. The CSM is responsible for regularly providing their customers with proactive information on ways to optimize the use of the Amadeus products which ultimately leads to improved revenue to the CSM’s customers and Amadeus. The CSM also serves as an escalation point for their customers for concerns pertaining to services purchased. The CSM will be evaluated on the overall performance of their assigned portfolio (i.e., revenue generation), customer retention and customer satisfaction.

Objective

• Enhance proactive communications and to be customer interaction main entry point to guide the client
• Ensure customers growth through product adoption and optimize use of products
• Retention: identify risks and ensure the renewal of the assigned portfolio
• Generate Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products
• Collaborate with Directors of Sales within your assigned regions
• Collaborate / coordinate with other departments to allow for a seamless renewal contracting process.
  
  

In this role you’ll / Your main responsibilities

• Reach assigned retention goals by cultivating relationships with stakeholders across an assigned account
• Become primary point of contact for optimization and usage of tools
• Evaluate satisfaction of customer with product to pre-emptively solve problems
• Gather customer usage data relevant for product development
• Collect and share business process and industry best practices
• Participate in customer projects to handle the Amadeus Hospitality activities
• Identify and action opportunities to improve current usage and adoption of Amadeus Hospitality products and services
• Identify opportunities to expand the Amadeus Hospitality footprint within the account
• Responsible for total Customer Success function, serving as the central point of contact and product expert for assigned products
• Responsible for all customer communications, conflict resolution and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.
• Create value driven material to share during client Business Reviews calls taking into consideration items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance and all demand marketing channels.
• Works with Sales, Product and other internal departments to ensure that renewals and potential new revenue opportunities are actioned.
  
  

About The Ideal Candidate

• Bachelor’s degree in a related business field required or equivalent work experience
• Experience in a Revenue Management or Digital Agency preferred
• Experience in a sales or revenue management capacity within the hospitality industry preferred
• Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
• Details oriented with a bias toward action (project management experience preferred)
• Excellent written and verbal communication skills
• Self-motivated, goal oriented, and able to work within a team as well as individually
• Analytical mindset. Able to drive conclusion from data analysis
• Ability to persuade, influence and negotiate
• You speak Fluently English, and ideally French or German
  
  

What we can offer you

An Extensive Range Of Benefits Including

• You will be part of a multi-cultural team with international scope
• You will benefit from a temporary contract and a competitive employee benefits package such as pension plan, travel, life and healthcare insurance as well as lunch allowance
• You’ll be joining one of the world’s top software companies to power better journeys
• You will be based in Barcelona or Madrid Office (Hybrid model)
  
  

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.