Manager, Customer Success Management - Irving - Amadeus

    Amadeus
    Amadeus Irving

    6 days ago

    Description
    Job Title
    Manager, Customer Success Management
    About Your Business Area/Department:
    We are seeking an experienced leader to guide the Americas Airline Distribution Customer Success Management team. This role oversees all aspects of customer success, including onboarding, support, adoption, consulting, and satisfaction. This role will focus on customer retention and prioritization in a fast-paced environment. The position will lead and motivate a team dedicated to helping airline customers achieve their goals with our products and services, supporting loyalty, retention, growth, and enhancing customer satisfaction.
    The Customer Success team is comprised of dedicated experts who collaborate with our high-potential customers to unlock the full potential of Amadeus solutions. By forging strong partnerships, we deeply understand our customers' objectives, champion their growth, and lead them in adopting best practices that deliver measurable business value and maximize their return on investment.
    The ideal candidate will possess strong organizational skills and the ability to prioritize effectively, both internally and externally. They will inspire the team to drive adoption and implement customer success strategies aimed at improving overall customer satisfaction.
    In This role You'll:
    • Identify opportunities for improvement.
    • Ensure emphasis on solution use and adoption.
    • Assist customers in maximizing adoption and utilization of Amadeus solutions.
    • Conduct consultative discussions to gain in-depth understanding of clients' business needs, ensuring our solutions align with their strategic objectives. This role includes assignment to a primary airline and daily collaboration to support customer goals.
    • Promote adoption, satisfaction, and advocacy among customers.
    • Continuously monitor current solution usage and provide recommendations to customer decision makers for optimizing value from existing deployments.
    • Maintain consistently high levels of customer experience and satisfaction.
    • Understand the end-to-end operations of the customer, able to un-cover new upselling or cross-selling opportunities.
    • Help customers unlock the full value of Amadeus solutions, driving higher return on investment and significant business impact through expertise and partner-ship.
    • Build Strategic Relationships
    • Develop strong connections with operational experts and decision makers (like CIOs/COOs) to understand customer needs and ensure solutions support their strategic goals.
    • Drive Adoption, Satisfaction, and Advocacy
    • Monitor solution usage, advise on maximizing value, and maintain high customer satisfaction, while proactively identifying upsell and cross-sell opportunities.
    • Lead Post-Sales Cycle & Success Planning
    • Own the customer success plan, orchestrate goal-setting, and coordinate Amadeus roles to ensure successful implementation, adoption, and measurable outcomes.
    • Manage Ongoing Customer Health
    • Regularly review key metrics, share best practices, conduct health checks, and address technical challenges to keep customers progressing toward their goals.
    • Support Renewals & Account Growth
    • Collaborate with Account Managers and Sales to identify expansion opportunities, support renewals, and drive account growth in line with strategic plans.
    About the ideal candidate:
    • Education: Bachelor's degree in business, Engineering, Technology, or equivalent work experience.
    • Prior successful experience in a similar role (minimum of 5 years' experience) where significant amount of time was spent with customers, at all levels.
    • Previous Team Management experience.
    • Must be curious and knowledgeable about Amadeus solutions. Can extract and pre-sent solution values to customers.
    • Ability to develop network internally and at customers.
    • Prior experience in roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management.
    • Advanced understanding of the travel industry (players, trends, principles) and also of the customer whether large or small, airline or Travel Seller.
    • Computing: Experience in Microsoft Office, , Qlik, Tableau required. Ability to learn how navigate Amadeus internal tools (eg , ASH, etc)
    • Language: English speaking required
    • Knowledge of Amadeus product / portfolio knowledge required (distribution products & NDC notably)
    • Advanced understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
    • Expertise in using analytical, reporting, planning, and marketing tools
    • Advanced data synthesis skills, with an ability to draw insights from a diverse set of indicators
    • Ability to Travel 20 % NORAM and LATAM
    • Able to understand customer needs and overall business case
    • Advanced customer management skills (e.g., EQ) with an ability to relate to customers easily and probe to understand customer challenges
    • Highly adaptable and capable of evolving the success plan
    • Ability to work cross functionally (e.g., sales, product) in achieving account goals
    • Able to clearly communicate with the delivery team during handoff
    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
    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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