VP, Customer Success Management Lead

2 weeks ago

Irving, Texas, United States Amadeus Full time
Customer Success Management Leader

We are seeking a seasoned Customer Success Management Leader to join our team at Amadeus. As a key member of our organization, you will be responsible for leading our Customer Success Management team in the Americas Travel Unit organization.

Key Responsibilities:
  • Oversee the creation and execution of Customer Success Plans to drive customer alignment and goal-setting.
  • Orchestrate Amadeus roles in engaging customers in upfront goal-setting, including external meetings with decision makers and C-levels to agree on KPIs, method for tracking, and Success Plan elements.
  • Ensure the smooth co-creation of success plans with buyers/decision makers, codifying program value-driving outcomes.
  • Set clear expectations on engagement models with stakeholders, building stakeholder maps, communicating the role of CSM, and with implementation communicating resource requirements and risks based on customer deployment readiness.
  • Ensure effective onboarding of new customers and new solutions, including participation in internal handover meetings organized by Account Managers to understand Account Plans and customer contexts.
  • Support implementation teams when sharing progress updates to key buyers/decision makers on implementation journeys.
  • Lead final "go-live" meetings with key administrators and decision makers 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 by proactively reviewing key metrics, reaching out whenever they drop below target, and problem-solving ways to drive adoption.
  • Share best practices for solution usage with customers, engaging Amadeus consulting resources when necessary to conduct Health Checks.
  • Lead regular business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charters and KPI tracking.
  • Play coordinating support roles whenever customers run into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.
  • Deliver and explain dashboards relevant to customer business outcomes.
  • Advocate for customers internally through prioritization processes with Product Management, Marketing, and Amadeus leadership engagement when necessary.
  • Support Account Managers in renewals and expansion (upsell) by identifying opportunities and engaging relevant teams.
  • Check-in regularly with Account Managers to discuss opportunities for account growth and ways to address bottlenecks.
  • Support Account Managers in renewals preparation, collaborating to share customer progress towards value (Customer Success Plan) that will drive renewals treatments.
  • Talent Management and Engagement: Manage a team of engaged, high-performance Customer Success Managers, providing coaching and mentoring on their roles and motivating the team to achieve business success.
About the Ideal Candidate:
  • Bachelor's degree in Business/IT or related discipline and/or equivalent work experience.
  • Minimum of 10/15 years of previous experience with a strong preference for background in the technology and travel industry.
  • Experience with a significant amount of time spent with complex customers at all levels.
  • Strong team management experience required, preferably in a matrix organization.
  • Experience in prior roles such as Account Manager, Delivery Manager, Customer Care, Product Management, IT Account Management.
  • Strong understanding of the travel industry and business models (players, trends, principles) and also of the customer, whether large or low-cost airlines.
  • Strong travel IT business acumen and commercial skills.
  • Proficiency in Microsoft Office, Qlik, Tableau, and ability to learn Amadeus internal tools.
  • English native, Spanish and French a plus.
  • Strong understanding of Amadeus product suite and product/portfolio knowledge.
  • Demonstrate expertise in using analytical, reporting, planning, and marketing tools.
  • Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators.
  • Possesses strong conceptual thinking skills to develop customer-specific use cases.
  • Strong knowledge of technologies and industry trends.
  • Ability to travel 30%.
What We Can Offer:
  • Competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances, and other competitive benefits.
  • Hybrid work schedule.
  • Professional development to broaden knowledge and enhance skills with online learning hubs packed with technical and soft skills training.
  • 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.

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