Job Title
Manager, Customer Success Management. About The Business Area/Department :
Customer Success Management for travel sellers is responsible for the up sell / x sell lead generation, account retention and revenue realization for the Retail and Business travel travel agencies in NORAM.
Summary of the role:
Responsible for managing medium/large customer/s empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
CSMs aim to bring in more expertise to support our customer business expansion. Responsible for understanding the needs and constraints of customers, and then promoting early adoption and best usage of Amadeus products to derive maximum value for the customer.
The CSMs partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions.
CSMs lead the post-sales cycle and are an essential part of completing a successful a sale, as well as promoting renewals and expansion of accounts.
In this role you’ll:
Drive up-front customer alignment and goal-setting
Participate in internal handover meetings organized by AM to understand Account Plan and customer context
Orchestrate Amadeus roles in engaging customer in upfront goal-setting and design – including external meetings with (key) decision makers to agree on program KPIs, method for tracking, and program design elements
Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness
Ensure early adoption and usage
Share progress updates to key buyer / decision maker on implementation journey working with implementation team
Lead final “go-live” meeting – with key administrators and decision maker post implementation to align on deployment
Proactively check-in during first 90 days post launch discussing key data points (user/admin login rate, number of active users) and tactically problem-solve ways to boost adoption
Share helpful resources and collateral content with administrators in early stages to support deployment
Manage ongoing customer health
Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption
Lead monthly, mid-year and annual business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking (via automated dashboards)
Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates
Support AM in renewals and expansion (upsell)
Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
Check-in regularly with AM to discuss opportunities for account growth (in line with AM account plan), and ways to address bottle-necks to growth.
Support AM in renewals preparation, being pulled in by AM to share customer progress towards value (Customer Success Plan) that AM will use to drive renewals treatment
About the ideal candidate:
Proficient in Amadeus produces and processes. Great communication skills to translate technical complex information into digestible words for non-technical stakeholders.
Problem solving mentality, proactive and strategic mindset.
Has business acumen and can identify challenges and risk at an anticipated time.
Can track its own sales lifecycle although it’s not responsible for pricing or contractual negotiations.
Can create team works to generate a core account team for their portfolio, has some project management skills and is proficient at excel and power point.
Has some knowledge about AI and it is not scare of…