Job Title
Customer Success Management Principal
Summary:
The person will be responsible for managing key customers and empowering them to unlock the most value out of Navitaire solutions, for higher return on their investment and business impact. Customer Success Managers (CSMs) bring knowledge and skills to support our customer business expansion. They will understand the needs and constraints of customers to promote early adoption and best usage of Navitaire products to derive maximum value for the customer. CSMs partner with the customer to maximize adoption and assist to ensure that customers receive positive business outcomes after implementation of our solutions. CSMs lead the post-sales cycle and are an essential part of completing a successful sale, as well as promoting renewals and expansion of accounts.
In this role you will:
Common accountabilities:
* Proficient in technical knowledge to ensure teams perform effectively. Recognized as an expert in their own area and may formally train Specialists/Senior Specialists.
* Understand how primary business drivers may impact their own area. Can assess complex problems with broad impact on the activity, improve processes, recommend solutions and risk mitigation plans. Able to communicate detailed information.
* Work with a high level of autonomy, based on management directions. Guide projects or contribute to broad cross-functional projects. May contribute to planning of resources and budget.
Specific accountabilities:
Drive up-front customer alignment and goal setting:
* Participate in internal handover meetings organized by Account Management to understand Account Plan and customer context.
* Coordinate Navitaire roles in engaging customers 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 plans with buyer/decision makers, codifying program value-driving outcomes.
* Set clear expectations on engagement model with stakeholders based on customer deployment readiness.
Ensure early adoption and usage:
* Share progress updates with key buyer/decision maker on implementation journey working with the implementation team.
* Lead final “go-live” meeting with key administrators and decision maker post-implementation to align on deployment.
* Proactively check-in during the first 90 days post-launch discussing key data points (user/admin login rate, number of active users) and collaboratively find 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 find ways to drive adoption.
* Lead monthly, mid-year, and annual business reviews to discuss whether Navitaire is progressing towards value and opportunities for improvement based on success charter and KPI tracking (where available, via automated dashboards).
* Act in a coordinating support role whenever customers encounter technical challenges by engaging individuals with relevant expertise to address these and providing progress updates.
Support Account Manager (AM) in renewals and expansion (upsell):
* Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and AM).
* Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottlenecks to growth.
* Support AM with renewals preparation, to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment.
About the ideal candidate:
* University degree in Business Administration or a related field
* Experience in Customer Success, Account Management, or related client-facing roles
* Experience working in the airline industry in roles related to technology, either as an IT professional or a business would be good.
* Experience or knowledge of Passenger Service Systems (PSS) and exposure to multiple providers will be preferred
* Experience in leading and scaling post-sales customer strategies across complex customer portfolios.
* Knowledge of customer onboarding, adoption, and renewal processes, with an understanding of how to drive long-term value for enterprise customers.
* Skilled in developing and executing customer success plans, analyzing customer data, and proactively managing risk.
* Strong communication and stakeholder management skills, with the ability to influence at all levels.
What we can offer you:
* Attractive remuneration packages including bonus, equity, pension plan, travel, healthcare insurance, lunch and transport allowances, and other benefits.
* A truly global culture with opportunities for learning and development.
* A supportive and flexible working environment.
* A diverse and inclusive community committed to innovation and collaboration.
* Trust, reliability, and a meaningful mission to power the future of travel.
Join us and take your career to the next level while making a significant impact on product development and user experience!
Diversity & Inclusion
Amadeus strives to lead in Diversity, Equity, and Inclusion, fostering a culture of belonging and fair treatment, and attracting talent from all backgrounds. We are an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability, or other protected characteristics.
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