Customer Success Management Senior Specialist

Job Title

Customer Success Management Senior Specialist

Amadeus provides the technology which keeps the travel sector moving - from initial search to making a booking, from pricing to ticketing, from managing reservations to managing check-in and departure processes.

Our products and solutions help to improve the business performance of our customers; travel agencies, corporations, airlines, ground handlers, hotels, railways, car rental companies, airports, cruise lines and ferry operators.

Currently we are looking for Customer Success Management Senior Specialist, who will be responsible for managing medium/large customers and strategic Online Travel Agents, 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:

Specific accountabilities:

• Cultivate client relationships and foster loyalty programs.
• 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 bottlenecks 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:

Experience:

• Minimum of 5 years of experience in OTA .
• Proven experience in commercial roles as customer success, account management or a related role.
• Experience with Amadeus online portfolio/ webservices

Language Skills:

• Fluency in Russian and English is required. Additional language skills are a plus.

Skills and Competencies:

• Excellent interpersonal and communication skills, with the ability to build rapport with clients.
• Strong problem-solving skills and a proactive approach to client management.
• Ability to work independently and manage multiple client accounts.
• Negotiating skills

What can we offer you?

• Working for a company that has been voted as a Top Employer of Europe
• A competitive salary and an extensive range of benefits including medical insurance
• Career and development opportunities
• Learning opportunities
• Foster innovation
• Impact millions of travelers from all around the globe

Application Process

The application process will take a few minutes to complete. You’ll need to create your candidate profile in our system and upload your resume.

If your profile matches what we’re looking for, one of our recruiters will contact you and organize a short phone interview.

Are you the One we’re looking for? Join us to Power better journeys through travel technology!

**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.