Job Title
Summary
The Customer Success Manager (CSM) is responsible for ensuring customers gain full benefits from Amadeus products, identifying opportunities for additional products to meet customer needs, and providing proactive information to optimize product use. This leads to improved revenue for both customers and Amadeus. The CSM also acts as an escalation point for service concerns. Their performance is evaluated based on revenue generation, customer retention, and customer satisfaction. The CSM will secure renewals by demonstrating value for Amadeus solutions and building effective relationships with our clients. The CSM must have a deep understanding of the Amadeus portfolio of products and the hospitality industry in general. The CSM works directly with their assigned group of SME accounts, which hold significant revenue numbers for the company, to grow customers' revenues as well as the revenues of Amadeus.
In This Role You Will
Achieve retention goals by cultivating relationships with stakeholders across an assigned account
Become the primary point of contact for optimization and usage of tools
Improve communications and be the main entry point for customer interaction to guide the client
Support customers' growth through product adoption and optimize the use of products
Identify risks and ensure the renewal of the assigned portfolio
Contribute to Amadeus Hospitality revenue through upsell and cross-sell and ensure clients are seeing the value of Amadeus products
Collaborate with sales team within your assigned regions
Coordinate with other departments to allow for a seamless renewal contracting process
Assess customer satisfaction with the product to pre-emptively solve problems
Collect customer usage data relevant for product development
Share business process and industry best practices
Participate in customer projects to handle the Amadeus Hospitality activities
Identify and pursue opportunities to improve current usage and adoption of Amadeus Hospitality products and services
Identify opportunities to expand the Amadeus Hospitality footprint within the account
Responsible for all customer communications, conflict resolution, and compliance on contractual deliverables by coordinating with other teams. Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth as well as expand business by creating value propositions to create opportunities proactively.
Create value-driven material to share during client Business Reviews calls, considering items such as booking patterns, customer profiles, competitive sets, system usage, marketing or media performance, and all demand marketing channels.
About The Ideal Candidate
Bachelor’s degree in a related business field required or equivalent work experience
At least 5 years of experience as Customer Success role in the hospitality industry
Relevant experience in a sales or revenue management position within the hospitality industry
Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure
Excellent written and verbal communication skills.
Motivated and goal-oriented, able to work within a team as well as individually
Analytical mindset, able to drive conclusions from data analysis
Ability to persuade, influence, and negotiate
Fluent in English. Arabic will be an asset.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potentialby fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receiveconsideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.