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A company with a focus on hiring diverse candidates regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.
Job Title
Customer Success Manager
Summary of the role
Responsible for managing strategic customer(s) empowering them to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
The Customer Success Manager (CSM) 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 CSM 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.
Customer Success Manager 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.
Main responsibilities
Drive up-front customer alignment and goal setting:
*Participate in internal handover meetings organized by the account manager to understand the 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 the account manager in renewals and expansion (upsell):
* Identify upsell or expansion opportunities and engage with relevant team (Pre-Sales and Account Management).
* Check-in regularly with the account manager to discuss opportunities for account growth (in line with the account management plan), and ways to address bottle-necks to growth.
* Support the account manager in renewals preparation, being pulled in by the account manager to share customer progress towards value (Customer Success Plan) that the account manager will use to drive renewals treatment.
Requirements:
**Diversity & Inclusion
Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by 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 receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
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