Customer Success Manager

Role Overview

• Serve as the primary point-of-contact for customers.
• Work with clients to understand their needs and objectives, develop strategies, and collaborate with internal Amadeus teams to execute projects and campaigns.
• Increase sales and secure renewals by demonstrating the value of Amadeus solutions and building strong relationships with clients.
• Gain a deep understanding of the Amadeus portfolio of products and the hospitality industry.
• Ensure customers are gaining full benefit from Amadeus products and identify opportunities where other Amadeus products may meet their needs.
• Provide customers with proactive information on optimizing the use of Amadeus products.
• Exceed assigned retention goals by cultivating relationships with stakeholders across assigned accounts.
• Become the primary point of contact for optimization and usage of Amadeus products and services.
• Gather customer usage data relevant for product development and enhancements.
• Collect and share business process and marketing best practices.
• Identify and act on opportunities to improve current usage and adoption of Amadeus Hospitality products and services.
• Generate Amadeus Hospitality revenue through upselling and cross-selling opportunities.
• Ensure clients see the value of Amadeus products for a seamless renewal contracting process.
• Oversee the Customer Success function, serving as the central point of contact and product expert for assigned products.
• Provide revenue management, marketing, product optimization strategies, and budget suggestions in support of customers; drive effective strategies to achieve organic growth and expand business by creating value propositions proactively.
• Develop value-driven materials to share during client calls, considering booking patterns, customer profiles, competitive sets, and marketing channels.
• Collaborate with Sales, Product, and other internal departments to ensure renewals and potential new revenue opportunities are actioned.

Requirements

• Bachelor’s degree in a related business field or equivalent work experience.
• 3+ years of experience in hospitality Customer Success, hotel revenue management, eCommerce, marketing, sales, or providing services and solutions to hotels via a SaaS company.
• Prior experience managing and optimizing a portfolio of customers.
• Demonstrated experience managing a portfolio of accounts and achieving financial goals.
• Good knowledge and understanding of Amadeus products and the hotel industry.
• Advanced knowledge of MS PowerPoint, Word, Excel, and Outlook.
• Knowledge of Salesforce.com preferred.
• Proficiency in English.
• Revenue Management skills are a plus.
• Ability to complete multiple tasks concurrently and deliver results under pressure.
• Detail-oriented and action-driven, with account management experience preferred.
• Experience achieving client objectives and company financial objectives through understanding client needs and influencing internal product and operations teams.
• Excellent analytical, problem-solving, and troubleshooting skills – able to define problems, collect data, establish facts, and draw conclusions.
• Strong business and people skills, including planning, presentation, sales, and business acumen.
• Effective communication skills; able to interface with all levels and departments on a formal, informal, written, and verbal basis.
• Self-motivated, goal-oriented, and able to work in a team environment.

Tech Stack

• SFDC

Benefits

• A critical mission and purpose
• At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
• A truly global DNA
• Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn
• Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment
• Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A complete rewards offer
• Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
• A flexible working model
• We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community
• We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company
• Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.