Customer Success Manager

Job Title
Customer Success Manager
Summary of the role
Responsible for managing large/high potential customer/s empowering them to
unlock the most value of Amadeus solutions for higher return on their
investment and business impact.

The Customer Success Manager (CSM) aim to bring in more expertise to support
our customer business expansion. 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. The CSM 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 Success Manager 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

Drive up-front customer alignment and goal-setting:
*
Participate in internal handover meetings organized by the account manager to
understand the account plan and customer context
* Orchestrate Amadeus roles in engaging customer in upfront goal-setting and design - including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design 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

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
* Proactively check-in during first ‎90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption
* Share helpful resources and collateral content with administrators in early stages to support deployment

Manage ongoing customer health:
*
Proactively review key metrics, reach out whenever they drop below target, and
problem solve ways to drive adoption
* Lead monthly, mid-year and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated * dashboards)
* 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

Support the account manager in renewals and expansion (upsell):
*
Identify upsell or expansion opportunities and engage with relevant team (Pre-
Sales and Account Management).
* Check-in regularly with the account manager to discuss opportunities for account growth (in line with the account management plan), and ways to address bottle-necks to growth.
* Support the account manager in renewals preparation, being pulled in by the account manager to share customer progress towards value (Customer Success Plan) that the account manager will use to drive renewals treatment.
Requirements:
* Master 's degree, university, engineering or business school.
* At least ‎8 years of relevant experience in airlines in customer facing roles like account manager, solutions, or delivery management.
* Good understanding of Amadeus solutions portfolio and strong affinity to travel technology.
* Fluent English, with excellent speaking and writing skills. Other languages (Arabic, French) are an asset.
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.