Head of Customer Success Management, Hospitality International

Job Title

Head of Customer Success Management, Hospitality International

Summary

In this role, you will lead the efforts of the Customer Success International team, covering EUROPE, APAC, IMEAT and LATAM markets, in order to drive customer usage and adoption of the Amadeus Hospitality suite of IT products. You will be responsible for proving the value proposition agreed upon during sales process, and generate Amadeus Hospitality revenue through upsell and cross-sell and lay the ground for contract renewals.

Key Responsibilities

Customer Account development

• Exceed 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 preemptively solve problems
• Gather Customer usage data relevant for product development
• Collect and share business process and marketing best practices
• Participate in customer projects to handle the AH activities
• Identify opportunities to expand the AH footprint within the account
  
  

Customer Relationship / Internal coordination

• Manage the resolution of customer issues through internal AH channels
• Generate performance reports, monitor customer activities and take appropriate corrective actions
• Proactively contact customer to inquire about lack of usage and solving any potential issues
• Suggest configuration and usage changes that might increase value to customer
• Monitor, develop and implement corrective action plans in advance of upcoming renewals
• Escalate potential cancellations to Director of Sales and other relevant parties. Work internally and externally to ensure risks are identified and managed and a plan developed
• Introduce new features and functionality and adjust processes and workflows to best utilize new product features. Inform and train customer of new releases and capabilities
• Support Account Managers with Customer Business Reviews through delivery of strategic and operational performance information against client goals
• Provide customer feedback to Leader and Product Team for road map consideration
• Ensure the adoption and evolution of the SLTC program post-hypercare for management of customers, pipeline and lead generation.
  
  

Talent Development and Retention

• Recruit and develop a high performing team of Customer Success Executives to identify needs of largest hotels companies and execute strategies to grow these relationships.
• Develop and execute plans to retain top talent over the long term.
  
  

Internal Relationships

• Create strong partnerships with all product and support organizations - finance, legal, PCB to streamline process to effectively serve customers
• Develop and support a culture of knowledge sharing within the Amadeus Hospitality organisation
• Ensure and enable clear communication among the product and commercial teams in the region
• Support regional sales and marketing best practices through the Sales Enablement organization
• Share success stories with Amadeus colleagues with and outside region
• Share experiences and lessons learnt (through forums, calls, communities, etc) with the entire Amadeus commercial community
  
  

The ideal candidate

• 15+ years of Sales leadership leading teams that serve large complex customers.
• Advanced technical knowledge of products and use of relevant tools
• Proficient communication skills
• Knowledge of hospitality business relevant to the product.
• Ability to achieve customer financial/ operational goals by influencing behavior
• Ability to multi-task, prioritize and experience in Portfolio management
  
  

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.