Digital Customer Success Manager
hace 1 semana
Digital Customer Success Manager - France & MEA marketsSummary: As a Digital Customer Success Manager, you will manage a portfolio of customers across France and French-speaking markets in the MEA region, ensuring the growth and adoption of key Amadeus solutions.
Collaborating with the sales team, you will identify new opportunities and ensure proper onboarding of new customers. You will champion specific Amadeus solutions, conduct analyses, and manage projects across the EMEA region.Focusing on SMEs in the Spanish market and supporting transversal activities, your mission is to empower customers to maximize the value of Amadeus solutions for higher returns and business impact.
Essential skills include communication, marketing, project management, technology understanding, and commercial experience. Leading the post-sales cycle, you will promote renewals and account expansion, ensuring customers achieve business outcomes swiftly after implementation.In this role you will:
Manages a team of Staff employees and has accountability for their performance and results.
Sets performance objectives, conducts performance reviews and recommends pay actionAdopt team vision in line with the department strategy and operational challenges and translates it into a concrete action plan.
Works with a high level of autonomy, with some guidance from Senior Manager. Acts as a reference across multiple areas, anticipating solutions to complex problems.Optimizes efficiency based on knowledge and experience with the policies, procedures and business plan.
Provide support to Account Managers (AMs) in renewals and expansion efforts (upselling).Monitor performance and key metrics such as customer satisfaction, solution adoption, usage, value delivered, churn rate, and growth through upsells, implementing corrective actions as needed.
Ensure alignment with different stakeholders/areas to secure the best customer experience and results, arbitrating when necessary.Play a supportive role in critical retention cases where customers encounter technical or commercial challenges.
Conduct big webinars to evaluate the benefits of Amadeus services and sell services during webinars.
Utilize strong communication skills to connect with clients, explain Amadeus services, and attend events.
Manage the transition phase as the Sales team shifts objectives to Customer Success.
Collaborate with internal teams to update processes, services, and automation.
Lead key projects, such as developing a digital portal for customers to perform various activities.
Understand customer needs and share intelligence with the organization.
About the ideal candidate:
7-10 years of experience in Customer Success Management with a focus on the France & MEA market.
Strong commercial background and proficiency in marketing and communication skills.
Ability to conduct and lead impactful webinars.
Experience in managing teams through transition phases.
Capability to collaborate with internal teams and update processes effectively.
Dedication to understanding and meeting customer needs while driving organizational intelligence.
Experience with Eloqua is considered a plusFamiliarity with tools such as Salesforce and Qlik is good.
Proficiency in an additional European language would be beneficial.
What we can offer you:
A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
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 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.
A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
Join us and take your career to the next level while making a significant impact on product development and user experienceDiversity & 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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