Client Success Strategist

2 weeks ago

Doral, Florida, United States Amadeus Full time
Job Title
Customer Success Manager

Role Overview:

The Customer Success Manager at Amadeus plays a pivotal role in enabling our clients, including Travel Sellers and Airlines, to maximize the value derived from Amadeus solutions, ensuring a substantial return on investment and impactful business outcomes.

CSMs are dedicated to enhancing expertise to facilitate the growth of our clients' businesses. They focus on comprehending customer needs and constraints, advocating for early adoption and optimal utilization of Amadeus products to extract maximum value.

By fostering a proactive approach, CSMs enable Amadeus to swiftly and accurately address customer requirements.

In collaboration with clients, Customer Success Managers strive to enhance product adoption and provide comprehensive support to achieve desired business results following the implementation of our solutions.

Key performance indicators for Customer Success Managers include customer satisfaction, product adoption rates, value delivered, low churn rates, and growth through upselling opportunities.

While Account Managers serve as the primary contact for clients, Customer Success Managers take the lead in the post-sales phase, crucial for identifying upsell opportunities, promoting renewals, and expanding client accounts. Depending on the complexity and strategic significance of the client, CSMs may manage one or multiple accounts, working closely with the Account Manager.


Key Responsibilities:

Customer Success Planning:
  • Develop and manage the customer success strategy.
  • Facilitate alignment and goal-setting with clients.
  • Coordinate Amadeus resources to engage clients in establishing KPIs and success plan components.
  • Collaborate with decision-makers to define value-driven outcomes.
  • Set clear expectations regarding stakeholder engagement and resource requirements.
  • Participate in internal meetings to understand the account context.

Implementation of New Solutions:
  • Ensure timely adoption and effective usage of solutions.
  • Support the implementation team in providing updates to key stakeholders.
  • Lead the final go-live meeting to align on deployment objectives.
  • Conduct post-launch check-ins to discuss key metrics and enhance adoption.

Ongoing Customer Health Management:
  • Regularly review key performance metrics and proactively address any declines.
  • Share best practices for product usage and engage consulting resources for health checks.
  • Conduct regular business reviews to assess progress and identify improvement opportunities.
  • Act as the primary contact for escalations, addressing technical challenges and providing updates.
  • Deliver insights through relevant dashboards that align with customer outcomes.
  • Advocate for customer needs within Amadeus to prioritize their requirements.

Ideal Candidate Profile:
  • Bachelor's degree or equivalent experience.
  • Minimum of 5 years in roles such as Account Manager, Delivery Manager, or Customer Care.
  • Extensive experience in customer-facing roles at various organizational levels.
  • Strong understanding of the travel industry and customer dynamics.
  • Proficient in Microsoft Office, Qlik, and Tableau.
  • Ability to navigate Amadeus internal tools effectively.
  • Fluent in English with strong knowledge of Amadeus products.
  • Exceptional analytical and reporting skills.
  • Creative problem-solving abilities and strategic thinking.

Additional Expectations:
  • Ability to understand and anticipate customer needs.
  • Strong emotional intelligence and relationship-building skills.
  • Capability to develop and implement effective Customer Development Action Plans.
  • Proactive engagement with customers to enhance satisfaction.
  • Collaborative leadership skills to work cross-functionally.

What We Offer:

The opportunity to work with a leading travel technology company that values innovation and a technology-first approach. We provide skills development and a diverse global work environment.

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