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Client Engagement Specialist

2 months ago

Irving, Texas, United States Amadeus Full time
Job Title

Client Engagement Specialist - Travel Sector
Overview of the Position:

The Client Engagement Specialist - Travel Sector at Amadeus plays a pivotal role in enabling our clients (Travel Agencies) to maximize the benefits of Amadeus solutions, ensuring a higher return on their investment and a more substantial impact on their business. The primary focus of this role is to enhance expertise and support our clients' business growth. The Specialist is tasked with comprehending the unique needs and limitations of clients while advocating for the early adoption and optimal utilization of Amadeus products to extract maximum value. This role is crucial in allowing Amadeus to respond swiftly and accurately to client requirements.

The Client Engagement Specialist collaborates closely with clients to optimize product adoption and guarantees they receive comprehensive support to achieve business objectives promptly after implementing our solutions.

Key performance indicators for this role include client satisfaction, product adoption rates, value delivered to clients, low attrition rates, and growth through upselling opportunities.

While Account Managers serve as the primary contact for clients, the Client Engagement Specialist leads the post-sales process, playing a vital role in identifying successful upsell opportunities, facilitating renewals, and expanding client accounts. Depending on the client's size, complexity, and strategic importance to Amadeus, the Specialist may be assigned to one or multiple accounts, working closely with the Account Manager. This is an individual contributor position.

Key Responsibilities:

Develop and Manage Client Success Plans:
  • Facilitate client alignment and establish goals.
  • Coordinate Amadeus roles in engaging clients in initial goal-setting, including meetings with key decision-makers to agree on KPIs and success plan components.
  • Collaborate with clients to create a success plan that outlines value-driven outcomes.
  • Set clear expectations regarding engagement models with stakeholders, building a stakeholder map, and communicating the role of the Specialist.
  • Participate in internal meetings organized by the Account Manager to understand the Account Plan and client context.
Implementation of New Solutions:
  • Ensure prompt adoption and usage of new solutions.
  • Support the implementation team by providing progress updates to key stakeholders.
  • Lead the final "go-live" meeting with key administrators and decision-makers to align on deployment objectives.
  • Conduct proactive check-ins post-launch to discuss key metrics and identify ways to enhance adoption.
Ongoing Client Health Management:
  • Regularly review key performance metrics and proactively reach out if they fall below target, identifying solutions to drive adoption.
  • Share best practices for product usage with clients and engage Amadeus consulting resources as needed for health assessments.
  • Conduct regular business reviews to evaluate progress towards value and identify opportunities for improvement based on success metrics.
  • Act as the primary contact for escalations from client leaders, addressing technical challenges by mobilizing necessary resources.
  • Deliver and explain relevant dashboards that align with client business outcomes.
  • Advocate for clients internally, prioritizing their needs with Product Management and Amadeus leadership when necessary.
Additional Role Expectations:

Understanding Client Needs:
  • Ability to comprehend client needs and overall business objectives.
  • Strong client management skills with the ability to relate to clients and understand their challenges.
  • Creative problem-solving and strategic thinking to identify solutions that meet client goals.
  • Capable of developing and executing effective Client Development Action Plans.
Lifecycle Management:
  • Anticipate unique challenges and provide innovative solutions for seamless operational transitions.
  • Conduct training sessions for clients to enhance their capabilities focused on long-term value creation.
  • Regularly check in with clients to gather feedback and improve satisfaction metrics.
Relationship and Network Building:
  • Develop strong relationships with primary clients.
  • Influence decisions and provide necessary support as required.
  • Effectively communicate ideas to diverse internal and external audiences.
Resource Management:
  • Exhibit strong collaborative leadership and work cross-functionally to achieve account objectives.
  • Clearly communicate with the delivery team during handoffs.
Ideal Candidate Profile:
  • Bachelor's degree or equivalent work experience.
  • A minimum of 5 years of experience in roles such as Account Manager, Delivery Manager, Customer Care, Product Management, or IT Account Management. Candidates with a background in Customer Success within the airline industry will also be considered.
  • Strong understanding of the travel agency ecosystem.
  • Experience in client-facing roles at all levels.
  • Comprehensive knowledge of the travel industry, including key players, trends, and principles.
  • Ability to understand client business drivers and their competitive landscape.
  • Proficiency in Microsoft Office, Qlik, and Tableau is required.
  • Capability to learn and navigate Amadeus internal tools.
  • Fluency in English is required.
  • Strong knowledge of Amadeus products and portfolio.
  • Expertise in using analytical, reporting, planning, and marketing tools.
  • Strong data synthesis skills to derive insights from various indicators.
  • Ability to conceptualize and develop client-specific use cases.
  • Knowledge of technologies and industry trends.
  • Willingness to travel as needed.
Working at Amadeus:

At Amadeus, you will be part of a mission-driven organization focused on shaping the future of travel. We value a global perspective, continuous learning, and a supportive work environment that fosters both professional and personal growth. Our commitment to diversity and inclusion drives innovation and collaboration within our community.

Application Process:

The application process is streamlined for your convenience. Create your candidate profile, upload your Resume/CV, and take the next step in your career today.