Time left to apply End Date: May 15, 2025 (19 days left to apply)
job requisition id R27122
Job Title
Customer Success Manager
The Customers Success Manager (CSM) is the customer advocate within Amadeus and serves as the main contact for an assigned portfolio of customers. The CSM is expected to ensure that their customers are gaining the most benefit from the Amadeus products purchased and to identify opportunities where other Amadeus products may meet the needs of the customer.
The CSM is responsible for regularly providing their customers with useful information on ways to optimize the use of the Amadeus products which ultimately leads to improved revenue for the CSM’s customers and Amadeus. The CSM also serves as a key contact 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.
The CSM will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The CSM must have a thorough 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.
Your main responsibilities
* Reach assigned retention goals by developing relationships with stakeholders across an assigned account.
* Become the main point of contact for optimization and usage of tools.
* Enhance effective communications and be the main point of customer interaction to guide the client.
* Retention: identify risks and ensure the renewal of the assigned portfolio.
* Ensure customers' growth through product adoption and optimize use of products.
* Generate Amadeus Hospitality revenue through upsell and cross-sell activities and ensure clients are seeing the value of Amadeus products.
* Evaluate customer satisfaction with the 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.
* Collaborate with Directors of Sales within your assigned regions.
* Collaborate/coordinate with other departments to allow for a seamless renewal contracting process.
* Work 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 Sales, 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.
* Detail-oriented with a bias toward action (project management experience preferred).
* Excellent written and verbal communication skills.
* Motivated, focused, and able to work within a team as well as individually.
* Problem-solving mindset. Able to derive conclusions from data analysis.
* Ability to persuade, influence, and negotiate.
* Fluent in English, and a second European language (ideally French, German, or Italian).
What we can offer you
* A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
* 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 flexible hybrid working model - We want our employees to do their best work, however it works best for them (50% from home / 50% from office)
* 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.
* A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
About Us
We are Amadeus and we make travel work better for everyone, everywhere. As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology. We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues.
Join us on a journey where you will help us bring the world closer!
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