Customer Success Management Senior Specialist (Finance)

Job Title

Customer Success Management Senior Specialist
The Amadeus Customer Success Manager empowers our customers (Online Travel Agencies and Strategic Consolidators) to unlock the most value of Amadeus solutions for a higher return on their investment and a more significant business impact.

CSMs 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 CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business results after implementation of our solutions. CSMs 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. Depending on the customer's size, complexity, and strategic value to Amadeus, CSM can be assigned to one or multiple accounts. The CSM works together with the Account Manager.

About the Role:

Understanding customer needs

• Able to understand customer needs and overall business case
• Strong customer management skills with an ability to relate to customers easily and probe to understand customer challenges
• Creative solutioning and strategic success thinking, with an ability to identify new or existing solutions that could help to achieve customer goals
• Able to develop and execute effective Customer Success Plan for the account

Own the Customer Success Plan (CSP):

• 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 Customer 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 to understand Account Plan and customer context

Ensure early adoption & usage of products/solutions/services:

• 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 goals
• Proactively check-in post launch discussing key data points and tactically problem-solve ways to boost adoption

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 (e.g. quarterly) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking
• Act as the point-person for escalations from customer leaders including whenever customer runs into frustrating technical challenges by activating individuals/other leaders to address these and feeding back progress update.
• Deliver and explain dashboards relevant to customers' business outcomes
• Advocate for customer internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.

Lifecycle management

• Anticipates unique problems and offers creative solutions to ensure smooth operational transitions
• Delivers customer training sessions to develop capabilities focused on long-term value creation
• Checks in regularly and proactively with customers to capture feedback and improve satisfaction scores

Relationship & network building

• Able to develop strong bonds with primary clients
• Able to influence internal & external decisions and provide support as needed
• Able to effectively present ideas and communicate to a variety of internal and external audiences

Team / Resource management

• Strong collaborative leadership, with an ability to work cross functionally (e.g., sales, product) in achieving account goals
• Able to clearly communicate with the delivery team during handoff

About the ideal candidate:

• Must be able to work on-site at JFK Airport
• Previous experience where a significant amount of time was spent with customers, at all levels.
• Understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller.
• Understand customer business drivers and well as their competitive landscape (what make them successful) a must, preferably in a matrix organization.
• Spanish & English speaking required
• Amadeus product / solution / service portfolio knowledge required
• Understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
• Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators
• Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH,...)
• Ability to travel as needed

What we can offer you:

• Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.
• Work from anywhere: flexibility with a hybrid working model
• Professional development to broaden yourknowledge and enhance your skillswith on-line learning hubs packed with technical and soft skills training that allow you to develop and grow.
• Enter a diverse and inclusive workplace, join one of the world's top travel technology companies and take on a role that impacts millions of travelers around the globe.

Working at Amadeus, you will find:

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.

A flexible working model - We want our employees to do their best work, wherever and however it works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

Application process:

The application process takes no longer than 10 minutes!

Create your candidate profile, upload your Resume/CV and apply today!

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Diversity & Inclusion

Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.

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